Factors for Customer Satisfaction and Customer Dissatisfaction in Commercial Banks

Kód výsledku v 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>

Výsledek na webu

<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>

Jazyk výsledku

angličtina

Název v původním jazyce

Factors for Customer Satisfaction and Customer Dissatisfaction in Commercial Banks

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

Factors for Customer Satisfaction and Customer Dissatisfaction in Commercial Banks

Popis výsledku anglicky

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.

Druh

J_x - Nezařazeno - Článek v odborném periodiku (Jimp, Jsc a Jost)

CEP obor

AE - Řízení, správa a administrativa

OECD FORD obor

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Projekt

—

Návaznosti

S - Specificky vyzkum na vysokych skolach

Rok uplatnění

2015

Kód důvěrnosti údajů

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

Název periodika

Mediterranean Journal of Social Sciences

ISSN

2039-9340

e-ISSN

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Svazek periodika

6

Číslo periodika v rámci svazku

4

Stát vydavatele periodika

IT - Italská republika

Počet stran výsledku

6

Strana od-do

584-589

Kód UT WoS článku

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EID výsledku v databázi Scopus

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