BANK CUSTOMERS' SATISFACTION, CUSTOMERS' LOYALTY AND ADDITIONAL PURCHASES OF BANKING PRODUCTS AND SERVICES. A CASE STUDY FROM THE CZECH REPUBLIC

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F70883521%3A28120%2F15%3A43873136" target="_blank" >RIV/70883521:28120/15:43873136 - isvavai.cz</a>

Result on the web

<a href="http://www.economics-sociology.eu/?349,en_bank-customers%E2%80%99-satisfaction-customers%E2%80%99-loyalty-and-additional-purchases-of-banking-products-and-services.-a-case-study-from-the-czech-republic" target="_blank" >http://www.economics-sociology.eu/?349,en_bank-customers%E2%80%99-satisfaction-customers%E2%80%99-loyalty-and-additional-purchases-of-banking-products-and-services.-a-case-study-from-the-czech-republic</a>

DOI - Digital Object Identifier

<a href="http://dx.doi.org/10.14254/2071-789X.2015/8-3/6" target="_blank" >10.14254/2071-789X.2015/8-3/6</a>

Result language

angličtina

Original language name

BANK CUSTOMERS' SATISFACTION, CUSTOMERS' LOYALTY AND ADDITIONAL PURCHASES OF BANKING PRODUCTS AND SERVICES. A CASE STUDY FROM THE CZECH REPUBLIC

Original language description

The aim of this article was to examine and quantify 1) the dependence of additional purchases of banking products from customer loyalty and 2) dependence of bank clients' loyalty from their satisfaction with the bank's customer service. The respondents from our research in 2014 were divided into satisfied (loyal) and dissatisfied (disloyal) banking clients. Their attitudes in the area of loyalty and additional purchases of banking products were compared. Differences in attitudes were examined by means of Pearson statistics. It was found that satisfied customers were significantly more likely to recommend their bank to their friends, they often considered that they would use their bank in the future and they were more resistant to offers from other banks. Loyal customers are more interested in the services of their own banks when considering investments in the financial market, keep their savings in their own bank, take out mortgage loans from their own bank and use other banking produc

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

2015

Confidentiality

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

Name of the periodical

Economics and Sociology

ISSN

2071-789X

e-ISSN

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Volume of the periodical

8

Issue of the periodical within the volume

3

Country of publishing house

UA - UKRAINE

Number of pages

13

Pages from-to

82-94

UT code for WoS article

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EID of the result in the Scopus database

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