Current trends in area of satisfaction of bank clients in the Czech Republic and Slovakia

Belás, Jaroslav; Cipovová, Eva; Demjan, Valér

dc.title	Current trends in area of satisfaction of bank clients in the Czech Republic and Slovakia	en
dc.contributor.author	Belás, Jaroslav
dc.contributor.author	Cipovová, Eva
dc.contributor.author	Demjan, Valér
dc.relation.ispartof	Transformations in Business and Economics
dc.identifier.issn	1648-4460 Scopus Sources, Sherpa/RoMEO, JCR
dc.date.issued	2014
utb.relation.volume	13
utb.relation.issue	3
dc.citation.spage	219
dc.citation.epage	234
dc.type	article
dc.language.iso	en
dc.publisher	Vilnius University
dc.relation.uri	http://www.transformations.knf.vu.lt/33/article/curr
dc.subject	commercial bank	en
dc.subject	satisfaction of bank clients	en
dc.subject	reasons for satisfaction of clients	en
dc.subject	reasons for dissatisfaction of clients	en
dc.subject	cross-sell index	en
dc.description.abstract	The aim of this article was to examine current trends in the area of customer's satisfaction of Czech and Slovak bank clients. In accordance with this objective satisfaction as well as factors of this satisfaction and dissatisfaction of bank clients in the Czech Republic and Slovakia have been analyzed in relation to a gender, age structure and level of education of customers. In this article the relation between bank customer's satisfaction and number of banking products being used was also studied. In order to achieve the above mentioned objectives our specially designed research on client satisfaction with the services of commercial banks in the Czech Republic and Slovakia has been purposely designed and then conducted in 2012. The results of this research confirmed the overall level of satisfaction of bank customers and the most important factors of satisfaction and dissatisfaction that are mostly the same in both countries. However, there are also significant differences in the factors of satisfaction and dissatisfaction of bank customers in the Czech Republic and Slovakia within individual social groups.	en
utb.faculty	Faculty of Management and Economics
dc.identifier.uri	http://hdl.handle.net/10563/1004136
utb.identifier.obdid	43872329
utb.identifier.scopus	2-s2.0-84923340429
utb.identifier.wok	000346548300013
utb.source	j-wok
dc.date.accessioned	2015-01-29T11:35:10Z
dc.date.available	2015-01-29T11:35:10Z
utb.contributor.internalauthor	Belás, Jaroslav
utb.fulltext.affiliation	1 Jaroslav Belas Department of Enterprise Economics Faculty of Management and Economics Tomas Bata University in Zlin Mostni 5139 76001 Zlin Czech Republic Email: belas111@gmail.com 2 Eva Cipovova Department of Business Management Faculty of Economic Studies The University of Finance and Administration Estonská 500 10100 Prague 10 Czech Republic Email: cipovova@gmai.com 3 Valer Demjan Banking Institute College of Banking Department of Finance and Banking Cesta na štadión 7 P.O. BOX 51 974 01 Banská Bystrica Slovakia Email: valer@valer.sk
utb.fulltext.dates	Received: August, 2014 1st Revision: September, 2014 2nd Revision: September, 2014 Accepted: November, 2014
utb.fulltext.references	Babakus, E., Yavas, U., Karapete, O. M., Avci, T. (2003), “The Effect of Management Commitment to Service Quality on Employees' Affective and Performance Outcomes“, Journal of the Academy of Marketing Science, Vol. 31, No 3, pp.272-286. Berry, J. (2005), Franchising in Retail Financial Services, London, VRL Publishing Ltd. Bhutto, N.A., Laghari, M.K., Butt, F.D. (2012), “A Comparative Study of Organizational Climate and Job Satisfaction in Public, Private and Foreign Banks“, Asian Social Science, Vol. 8, No 4, pp.259-267. Bloemer, J., Odekerken-Schröder, M. (2006), „The role of employee relationship proneness in creating employee loyalty“, International Journal of Bank marketing, Vol. 24, No 4, pp.252-264. Cabanillas-Liěbana, F., Leiva-Munoz, F., Guardia-Rejón, F. (2013), „The determinants of satisfaction with e-banking“, Industrial Management & Data Systems, Vol. 113, No 5, pp.750-767. Coelho, F., Augusto, M. (2010), „Job Characteristics and the Creativity of Frontline Service Employees“, Journal of Service Research, Vol. 13, No 4, pp.426-438. Croxford, H., Abramson, F., Jablonowski, A. (2006), The art of better retail banking, England, Chichester, John Wiley & Sons, Ltd. Deloitte (2012), Průzkum: Více než čtyři pětiny Cechů jsou věrní své bance, Press release, 14.6.2012, available at, http://www.deloitte.com/view/cs_CZ/cz/press/press-releases/9563e3bf3cae7310Vg nVCM2000001b56f00aRCRD.htm, referred on 14/02/2012, [Survey: More than four-fifths of Czechs are loyal to their bank, in Czech]. Ernst, Young (2012), Nová éra bankovnictví. Čeští klienti chtějí, aby banky vyšly více vstříc jejich potřebám, Praha, Press release, 25.6.2012, available at, http://www.ey.com/CZ/cs/Newsroom/News-releases/2012_Nova-era-bankovnictvi, referred on 25/06/2012, [The new era of banking. Czech clients want banks to came more toward their needs, in Czech]. Ernst, Young (2011), Bankovníctvo sa vo vyspelých krajinách stretáva s klesajúcou dôverou klientov, Bratislava, Press release, 22.3.2011, available at, http://www.ey.com/Publication/vwLUAssets/2011_Retail_banking_SK/$FILE/TS_%20Re tailove%20 bankovnictvo_SK.pdf, referred on 22/03/2011, [Banking is faced with declining confidence of clients in developed countries, in Czech]. Fassin, Y., Gosselin, D. (2011), „The Collapse of a European Bank in the Financial Crisis: An Analysis from Stakeholder and Ethical Perspectives“, Journal of Business Ethics, Vol. 102, No 2, pp. 169-191. Gelade, G.A., Young, S. (2005), „Test of a service profit chain model in the retail banking sector“, Journal of Occupational and Organizational Psychology, Vol. 78, No 1, pp.1-22. Genser, S., Leeflang, P., Skiera, B. (2012) „Impact of online channel use on customer revenues and costs to serve: Considering product portfolios and self-selection“, International Journal of Research in Marketing, Vol. 29, No 2, pp.192-201. Gounaris, S., Boukis, A. (2013), „The role of employee job satisfaction in strengthening customer repurchase intentions“, Journal of Services Marketing, Vol. 27, No 4, pp.322-333. Graafland, J.J., Van De Ven, B.W. (2011), „The Credit Crisis and the Moral Responsibility of Professionals in Finance“, Journal of Business Ethics, Vol. 103, No 4, pp.605-619. Grigoroudis, E„ Tsitsiridi, E„ Zopounidis, C. (2013), „Linking customer satisfaction, employee appraisal, and business performance: an evaluation methodology in the banking sector“, Ann Oper Res, Vol. 205, No 1, pp.5-27. Heskett, J.L., Jones, T.O., Loverman, G.W., Sasser, W.E., Schlesinger, L.A. (1994), „Putting the Service-Profit Chain to Work“, Harvard Business Review, March-April, pp.163-174. Chakrabarty, A. (2006), „Barking up the wrong tree-factors influencing customer saficfaction in retail banking in the UK“, International Journal of Applied Marketing, Vol. 1, No 1, pp.1-7. Chatterjee, CH., Lefcovitch, A. (2009), „Corporate social responsibility and banks“, Amicus Curiae, Vol. 78, pp.24-28, available at, http://sasspace.sas.ac.uk/2304/1/ Amicus78 ChatterjeeLefcovitch.pdf, referred on 25/06/2012. Chavan, J., Ahmad, F. (2013), „Factors Affecting On Customer Satisfaction in Retail Banking: An Empirical Study“, International Journal of Business and Management Invention, Vol. 2, No 1, pp.55-62. Chen, H.G., Liu, J.Y., Tsong Shin Sheu, T.S., Yang, M.H. (2012), „The impact of financial services quality and fairness on costumer satisfaction“, Managing Sevice Quality, Vol. 22, No 4, pp.399-421. Kamakura, W.A., Mittal, V., De Rosa, F., Mazzon, J.A. (2002), „Assessing the Service-Profit Chain“,Marketing science, Vol. 21, No 3, pp.294-317. Kašparovská, V. (2006), Řízení obchodních bank - vybrané kapitoly, Praha,C.H.Beck, [Management of commercial banks - Selected Topics, in Czech]. Korauš, A. (2011), Finančný marketing, Bratislava, Sprint, [Financial Marketing, in Slovak]. Lages, C.R., Piercy, N.F. (2012), „Key Drivers of Frontline Employee Generation of Ideas for Customer Service Improvement“, Journal of Service Research, Vol. 15, No 2, pp.215-230. Maddem, H., Maull, R., Smart, A. (2007), “Customer satisfaction and service quality in UK financial services,” International Journal of Operations & Production Management, Vol. 27, No 9, pp.999-1019. Mandahachitara, R., Poolthong, Y. (2011), „A model of costumer loyalty and corporate social responsibility“, Journal of Services Marketing, Vol. 25, No 2, pp.122-133. Manrai, L. A, Manrai, A. K. (2007), „A field study of customers’ switching behavior for bank services,“ Journal of Retailing and Consumer Services, Vol. 14, No 3, pp.15-208. Munari, L., Ielasi, F., Bajetta, L. (2013), “Customer satisfaction management in Italian banks”, Qualitative Research in Financial Market, Vol. 5, No 2, pp.139-160. Palomino, P. R., Martinez, R. (2011), „Human resource management and ethical behavior: Exploring in the spanish banking industry“, Ramon Llull Journal of Applied Ethics. Vol. 1, No 2, pp.43-61. Saura, I.G., Contrí, G.B., Taulet, A.C., Velazquez, B.M. (2005), „Relationships among customer orientation, service orientation and job satisfaction in financial services“, Journal of Service Management, Vol. 16, No 5, pp.497-520. Singh, P., Nadim, A., Ezzedeen, S.R. (2012), „Leadership styles and gender: An extension,” Journal of leadership studies, Vol. 5, No 4, pp.6-19. Sigurthorsson, D. (2012), “The Icelandic Banking Crisis: A Reason to Rethink CSR?”, Journal of Business Ethics, Vol. 111, No 2, pp.147-156. Tesfom, G., Birch, N.J. (2011), „Do switching barriers in the retail banking industry influence bank customer in different age groups differently?“, Journal of Services Marketing, Vol. 25, No 5, pp.371-380. Yang, S., Lu, Y., Chau, P.Y.K. (2013), „Why do customers adopt online channel? An empirical investigation of two channel extension mechanism“, Decision Support Systems, Vol. 54, No 2, pp.858-869. Yee, R.W.Y., Yeung, A.C., Cheng, T.C.E. (2010), „An empirical study of employee loyalty, service quality and firm performancein the service industry“, International Journal of Production Economics, Vol. 124, No 1, pp.109-120. Yeung, S. (2011), „The Role of Banks in Corporate Social Responsibility. Journal of Applied Economics and Business Research, Vol. 1, No 2, pp.103-115. Walker, A.G., Smither, J.W., Waldman, D.A. (2008), „A Longitudinal examination of concomitant changes in team leadership and customer satisfaction“, Personnel psychology, Vol. 61, No 3, pp.547-577. Wang, F.J., Shieh, Ch.J., Tang, M.L. (2010), „Effect ofleadership style on organizational performance as viewed from human resource management strategy“, African Journal of Business Management, Vol. 4, No 18, pp.3924-3936. Wruuck, P. (2013), Pricing in retail banking. Scope for boosting customer satisfaction & profitability, Deutsche Bank AG: Frankfurt am Main, available at, www.dbresearch.com, referred 14/9/2013. Komerční banka a.s. (2013), Spoločenská odpovědnost. Praha, available at, http://www.kb.cz/cs/o- bance/o-nas/spolecenskaodpovednost/index.shtml, referred on 14/09/2013, [Social responsibility, in Czech]. Bankovní poplatky Online (2012), available at, http://www.bankovnipoplatky.com/, referred on 14/09/2013, [Bank Charges Online, in Czech].
utb.fulltext.sponsorship	This paper was supported by Project No. IGA/FaME/2013/010: Satisfaction mirror effect and bank financial performance.