Factors for Customer Satisfaction and Customer Dissatisfaction in Commercial Banks

Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F70883521%3A28120%2F15%3A43873135" target="_blank" >RIV/70883521:28120/15:43873135 - isvavai.cz</a>
Result on the web
<a href="http://www.mcser.org/journal/index.php/mjss/article/view/7118" target="_blank" >http://www.mcser.org/journal/index.php/mjss/article/view/7118</a>
DOI - Digital Object Identifier
<a href="http://dx.doi.org/10.5901/mjss.2015.v6n4s2p584" target="_blank" >10.5901/mjss.2015.v6n4s2p584</a>

Result language
angličtina
Original language name
Factors for Customer Satisfaction and Customer Dissatisfaction in Commercial Banks
Original language description
The banking industry is a key player in ensuring economic development as a result of customer satisfaction. This article investigates the satisfaction trends of 403 respondents in the banking industry in Kenya. The research results were acquired throughadministration of questionnaire and processed using SPSS 22.0, with special emphasis on descriptive statistics. Based on the research results, the overall level of customer satisfaction is above 50%. Besides, women are more satisfied than men. In addition, presence of bank branches is the most important factor of satisfaction and preferred more by people with university education. High bank charges is the most important factor of dissatisfaction in Kenyan commercial banks. The most important factor of dissatisfaction is favored by more than 50% of the respondents in all the social groups.
Czech name
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Czech description
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Type
J<sub>x</sub> - Unclassified - Peer-reviewed scientific article (Jimp, Jsc and Jost)
CEP classification
AE - Management, administration and clerical work
OECD FORD branch
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Publication year
2015
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

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