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

Kód výsledku v 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>

Výsledek na webu

<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>

Jazyk výsledku

angličtina

Název v původním jazyce

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

Popis výsledku v původním jazyce

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

Název v anglickém jazyce

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

Popis výsledku anglicky

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

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

Economics and Sociology

ISSN

2071-789X

e-ISSN

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Svazek periodika

8

Číslo periodika v rámci svazku

3

Stát vydavatele periodika

UA - Ukrajina

Počet stran výsledku

13

Strana od-do

82-94

Kód UT WoS článku

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EID výsledku v databázi Scopus

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