E-Banking Functionality as a Measure of Customer Satisfaction
Identifikátory výsledku
Kód výsledku v IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F70883521%3A28120%2F15%3A43873133" target="_blank" >RIV/70883521:28120/15:43873133 - isvavai.cz</a>
Výsledek na webu
<a href="http://www.mcser.org/journal/index.php/mjss/article/view/7923" target="_blank" >http://www.mcser.org/journal/index.php/mjss/article/view/7923</a>
DOI - Digital Object Identifier
<a href="http://dx.doi.org/10.5901/mjss.2015.v6n6p133" target="_blank" >10.5901/mjss.2015.v6n6p133</a>
Alternativní jazyky
Jazyk výsledku
angličtina
Název v původním jazyce
E-Banking Functionality as a Measure of Customer Satisfaction
Popis výsledku v původním jazyce
Globally, 1 in 4 people use electronic banking (e-banking) functionality. This indicates how the service has become the commonly used channel in the banking sector and has therefore, replaced the traditional channel for most banking services. People haveembraced this functionality and its usage has become more popular in measuring customer satisfaction. Banks have also benefitted from e-banking through creation of 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 usage of e-banking. The results from the questionnaires were administered to 323 respondents from the Czech Republic and 403 respondents from Kenya. SPSS 22.0 has been used to analyze the results. The overall levels of satisfaction are different. Majority of users of e-banking have university education. Both satisfaction and dissatisfaction by e-banking is determined by some demographic factors.
Název v anglickém jazyce
E-Banking Functionality as a Measure of Customer Satisfaction
Popis výsledku anglicky
Globally, 1 in 4 people use electronic banking (e-banking) functionality. This indicates how the service has become the commonly used channel in the banking sector and has therefore, replaced the traditional channel for most banking services. People haveembraced this functionality and its usage has become more popular in measuring customer satisfaction. Banks have also benefitted from e-banking through creation of 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 usage of e-banking. The results from the questionnaires were administered to 323 respondents from the Czech Republic and 403 respondents from Kenya. SPSS 22.0 has been used to analyze the results. The overall levels of satisfaction are different. Majority of users of e-banking have university education. Both satisfaction and dissatisfaction by e-banking is determined by some demographic factors.
Klasifikace
Druh
J<sub>x</sub> - Nezařazeno - Článek v odborném periodiku (Jimp, Jsc a Jost)
CEP obor
AE - Řízení, správa a administrativa
OECD FORD obor
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Návaznosti výsledku
Projekt
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Návaznosti
S - Specificky vyzkum na vysokych skolach
Ostatní
Rok uplatnění
2015
Kód důvěrnosti údajů
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Údaje specifické pro druh výsledku
Název periodika
Mediterranean Journal of Social Sciences
ISSN
2039-9340
e-ISSN
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Svazek periodika
6
Číslo periodika v rámci svazku
6
Stát vydavatele periodika
IT - Italská republika
Počet stran výsledku
8
Strana od-do
133-140
Kód UT WoS článku
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EID výsledku v databázi Scopus
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