CUSTOMERS' SATISFACTION AS AN INFLUENCE OF CORPORATE SOCIAL RESPONSIBILITY IN COMMERCIAL BANKS: CASE FROM KENYA AND CZECH REPUBLIC
The result's identifiers
Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F70883521%3A28120%2F15%3A43872958" target="_blank" >RIV/70883521:28120/15:43872958 - isvavai.cz</a>
Result on the web
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DOI - Digital Object Identifier
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Alternative languages
Result language
angličtina
Original language name
CUSTOMERS' SATISFACTION AS AN INFLUENCE OF CORPORATE SOCIAL RESPONSIBILITY IN COMMERCIAL BANKS: CASE FROM KENYA AND CZECH REPUBLIC
Original language description
Customer satisfaction is a key measure of provision of quality services to clients. Many banks are now focused on ensuring maximum customer satisfaction to their clients as an edge over their competitors for gaining competitive advantage.The actions andinitiatives of Corporate Social Responsibility (CSR) influence customer satisfaction though through different levels for each customer. As a result of CSR activities and initiatives, many businesses have been able to retain customers (through customer loyalty), command high profits and high market shares. The purpose of this article is to investigate satisfaction of Kenyanbank customers. Descriptive analysis is used to analyze our data. The outcomes of our research are entirely based on research resultsand use of a questionnaire. Based on the results, overall level of satisfaction in Kenya is slightly above Czech Republic. The main reasons for satisfaction in both countries are different while the main reason for dissatisfaction is the
Czech name
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Czech description
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Classification
Type
D - Article in proceedings
CEP classification
AE - Management, administration and clerical work
OECD FORD branch
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Result continuities
Project
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Continuities
V - Vyzkumna aktivita podporovana z jinych verejnych zdroju
Others
Publication year
2015
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Data specific for result type
Article name in the collection
Proceedings of the 7th International Scientific Conference Finance and the Performance of Firms in Science, Education and Practice
ISBN
978-80-7454-482-8
ISSN
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e-ISSN
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Number of pages
12
Pages from-to
665-676
Publisher name
Fakulta managementu a ekonomiky, UTB ve Zlíně
Place of publication
Zlín
Event location
Zlín
Event date
Apr 23, 2015
Type of event by nationality
WRD - Celosvětová akce
UT code for WoS article
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