Reasons for satisfaction and dissatisfaction of bank customers. Study from Slovakia and the Czech republic.

Abstract

The satisfaction of bank customers presents an important area of building long-term relationships with the client, which significantly determines the financial performance of commercial banks through successful business. This article presents the current situation in the banking sector in the Czech Republic and Slovakia. The aim of this article is to measure the customer satisfaction, its development in time, then to determine the main satisfaction and dissatisfaction attributes and finally to compare the situation in the Czech Republic and Slovakia. To measure all these elements, standard statistical methods have been used. The observed overall satisfaction rate of the Czech and Slovak clients is very similar. The main reason for the satisfaction of bank customers in both countries is ability to use electronic banking and most important reason for their dissatisfaction is long-term high prices of products and services.

Telekomünikasyon Sektöründe Müşteri Memnuniyeti ve Müşteri Değerinin Tavsiye Etme Niyetine Etkisi

“…Örneğin, müşteri sadakatini arttırmakta, müşterilerin fiyat hassasiyetini azaltmakta, başarısız pazarlama ve yeni müşteri oluşturma maliyetlerini azaltmakta, müşteri sayısındaki artış nedeniyle işletme maliyetlerini azalmakta ve işletme itibarını arttırmaktadır (Kim, Park ve Jeong, 2004, s. 148). Bundan dolayı, müşterileri ile ilişkiler geliştirmek ve sadık müşteri kitlesi oluşturmak isteyen işletmelerin ilk hedefi müşteri memnuniyeti sağlamak olmalıdır (Belas ve Gabcova, 2014).…”

The Effect of Information Technology on Retailer Satisfaction Through Supply Chain Management Practices and Retailer-Distributor Relationship in Modern Retailer Surabaya

“…Customer satisfaction is one of the essential goals that companies consider obtaining long-term relationships with customers as a top priority. In the context of retail banking, where contact with customers is one of the most core business processes, customer factions are the key to success (Belás and Gabčová, 2014). Retailer satisfaction is the satisfaction obtained retail from suppliers in this context is the distributor.…”

“…Retail banking has a positive relationship between retailers' relationship with their suppliers (Belás and Gabčová, 2014). Explains that to maintain a prolonged relationship between buyers and sellers, companies need to focus on maintaining customer satisfaction and trust (Zhang et al, 2011).…”

Pengaruh physical evidence, harga dan produk terhadap kepuasan serta dampaknya terhadap loyalitas pelanggan hypermarket

“…Hasil penelitian ini memperlihatkan bahwa kepuasan yang tinggi dapat berimplikasi pada tingginya loyalitas konsumen hypermart. Mendukung temuan sebelumnya (seperti Belas & Gabcova, 2014;Belas, Cipovova & Demjan, 2014), kepuasan pelanggan dalam studi ini berpengaruh positif terhadap loyalitas pelanggan. Hal ini menunjukkan bahwa semakin tinggi kepuasan pelanggan semakin tinggi pula loyalitas pelanggan.…”

“…Maka, hipotesis ketiga dapat dirumuskan sebagai berikut : H3 : Terdapat pengaruh positif dan signifikan antara produk dengan kepuasan pelanggan Hypermarket Hubungan Antara Kepuasan Pelanggan Dengan Loyalitas Pelanggan Kepuasan pelanggan menjadi salah satu tujuan paling esensial yang dipertimbangkan oleh perusahaan mana pun untuk hubungan jangka panjang dengan pelanggan sebagai prioritas utama. Dalam konteks perbankan ritel di mana kontak dengan pelanggan adalah salah satu proses bisnis paling inti, faksi pelanggan menjadi kunci keberhasilan(Belas & Gabcova, 2014; Belas, Cipovova & Demjan, 2014). Kepuasan pelanggan berpengaruh positif terhadap loyalitas pelanggan.…”