Bank customers satisfaction: case studies from Czech Republic

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F70883521%3A28120%2F14%3A43871986" target="_blank" >RIV/70883521:28120/14:43871986 - isvavai.cz</a>

Result on the web

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DOI - Digital Object Identifier

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Result language

angličtina

Original language name

Bank customers satisfaction: case studies from Czech Republic

Original language description

Bank customers satisfaction is currently at the center of attention of both researchers and bankers. The aim of this article is to quantify and compare the overall level of satisfaction of Czech banking customers, the most important factors of satisfaction and dissatisfaction of these customers and the number of used banking products and banks in 2014 compared to 2012. Our research confirmed that Czech Republic remains on a relatively low position with satisfying its bank customers with provided services. The main reason for satisfaction was the ability to use electronic banking and most important reason for dissatisfaction were high priced products and services. The number of banking products used by Czech clients did not change significantly. Our research has shown that it is important to pay attention to personal communication with clients, to take care about their comfort while implementing bank services and to protect customers' financial interests.

Czech name

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Czech description

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Type

J_x - Unclassified - Peer-reviewed scientific article (Jimp, Jsc and Jost)

CEP classification

AE - Management, administration and clerical work

OECD FORD branch

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Project

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Continuities

S - Specificky vyzkum na vysokych skolach

Publication year

2014

Confidentiality

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Name of the periodical

?CTUAL PROBLEMS OF ECONOMICS

ISSN

1993-6788

e-ISSN

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Volume of the periodical

12

Issue of the periodical within the volume

162

Country of publishing house

UA - UKRAINE

Number of pages

9

Pages from-to

315-323

UT code for WoS article

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EID of the result in the Scopus database

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