E-Banking Functionality As A Measure of Customer Satisfaction In The Czech And Kenyan Banking Sectors
The result's identifiers
Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F70883521%3A28120%2F15%3A43873077" target="_blank" >RIV/70883521:28120/15:43873077 - 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
E-Banking Functionality As A Measure of Customer Satisfaction In The Czech And Kenyan Banking Sectors
Original language description
Globally, 1 in 4 people use electronic banking (e-banking) functionality. This shows how the service has become the commonly used channel in the banking sector and has therefore, replaced the traditional channel for most banking services. More customersare embracing this functionality and its use has become more popular in measuring customer satisfaction. Banks have also benefitted from e-banking through creating memorable customer experiences for their clients thus retaining them. The aim of this paper is to investigate the satisfaction of Czech and Kenyan bank customers with emphasis on the use of e-banking. The results from the questionnaires have been analyzed with SPSS 22.0. Respondents from Czech Republic were 323, while 403 were from Kenya. Theoverall levels of satisfaction are different. Majority of users of e-banking have university education. Both satisfaction and dissatisfaction of e-banking is determined by some demographic factors.
Czech name
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Czech description
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Classification
Type
O - Miscellaneous
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