CUSTOMERS' SATISFACTION AS AN INFLUENCE OF CORPORATE SOCIAL RESPONSIBILITY IN COMMERCIAL BANKS: CASE FROM KENYA AND CZECH REPUBLIC

Kód výsledku v IS VaVaI

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Výsledek na webu

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DOI - Digital Object Identifier

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Jazyk výsledku

angličtina

Název v původním jazyce

CUSTOMERS' SATISFACTION AS AN INFLUENCE OF CORPORATE SOCIAL RESPONSIBILITY IN COMMERCIAL BANKS: CASE FROM KENYA AND CZECH REPUBLIC

Popis výsledku v původním jazyce

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

Název v anglickém jazyce

CUSTOMERS' SATISFACTION AS AN INFLUENCE OF CORPORATE SOCIAL RESPONSIBILITY IN COMMERCIAL BANKS: CASE FROM KENYA AND CZECH REPUBLIC

Popis výsledku anglicky

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

Druh

D - Stať ve sborníku

CEP obor

AE - Řízení, správa a administrativa

OECD FORD obor

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Projekt

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Návaznosti

V - Vyzkumna aktivita podporovana z jinych verejnych zdroju

Rok uplatnění

2015

Kód důvěrnosti údajů

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

Název statě ve sborníku

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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Počet stran výsledku

12

Strana od-do

665-676

Název nakladatele

Fakulta managementu a ekonomiky, UTB ve Zlíně

Místo vydání

Zlín

Místo konání akce

Zlín

Datum konání akce

23. 4. 2015

Typ akce podle státní příslušnosti

WRD - Celosvětová akce

Kód UT WoS článku

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