Satisfaction and loyalty of banking customers: a gender approach

Abstract

Abstract. Bank customer satisfaction is a hot topic of current scientifi c research for many reasons. In response to the negative impact of the recent fi nancial crisis of 2008, the public has become very sensitive to all aspects of commercial bank activity. Banks are looking for ways to increase their fi nancial performance. Researchers are trying to fi nd the main determinants of bank customer satisfaction and examine these issues from diff erent perspectives. Th e aim of our research was to investigate the relationship between gender and the major attributes of satisfaction and loyalty of the banking clients. In this context, we investigated at the same time whether there were statistically signifi cant diff erences between the genders depending on age and education. Bank customer satisfaction research was conducted through a questionnaire survey on a sample of 459 respondents in the Czech Republic in 2014, of which 44% were men and 56% were women. We found that women relative to men prefer the following satisfaction factors: quality of banking products and services and convenient and friendly service in a branch. More women than men believe that the bank staff has a genuine interest in understanding their fi nancial needs. In our research, women have more often reported that their bank's staff would explain to them the advantages and disadvantages of the bank products that were of interest to them. In addition, it was found that women are more loyal to their banks than men.

Service Customer Loyalty: An Evaluation Based on Loyalty Factors

“…More senior customers are less interested in changing service providers, mainly due to the social benefits they may receive, exceptional customer service, and the strong relationship based on trust that has been created. Belas et al [29] stated that older customers believe that the organization's offer is the best. Older customers are more satisfied with their service; their perceptive value is greater.…”

“…According to Homjitr, Sato [10], Tweneboah-Koduah, Farley [25], and Belas et al [29], customer behavior is one of the fields where significant differences appear between men and women. Interpersonal communication between women is much stronger than it is between men.…”

“…Shopping for women is a part of their social identity; they identify the elements of acquiring a tangible product [39]. Their propensity to recommend the services of the organization to their peers is significantly stronger [29]. Customers can be held as a key concept in communications marketing, the main communications marketing goal, or the result of communications marketing.…”

The Main Performance and Effectiveness Factors of Sustainable Financial Administration Reform Using Multidimensional Statistical Tools

“…The general tendency of the present is to complain of an inflexible, reluctant bureaucratic apparatus responsible for the unwillingness of some businesses to fulfill their tax obligations and ever more stringent measures introduced the state [39]. This situation ultimately leads to the aforementioned decrease in the competitiveness of the state and the decrease of its credibility in the eyes of citizens [40]. The most important objectives of every country are public administration, security of the country, political stability, sustainable development of economy and tax system, which play an essential role in ensuring economic stability and sustainable progress [1,8,9,15,16,21,[41][42][43].…”

Gender and Sustainable Negotiation,

“…Mature, educated women value the art of negotiation and pay a lot of attention to it (Profiroiu, Nastaca, 2016;Kljucnikov, Majková, 2016;Belás et al, 2015). They know that to close a deal, cheap tricks do not work and skills and wisdom are required.…”