E-Banking Functionality As A Measure of Customer Satisfaction In The Czech And Kenyan Banking Sectors

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

E-Banking Functionality As A Measure of Customer Satisfaction In The Czech And Kenyan Banking Sectors

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

E-Banking Functionality As A Measure of Customer Satisfaction In The Czech And Kenyan Banking Sectors

Popis výsledku anglicky

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.

Druh

O - Ostatní výsledky

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