Satisfaction of banking clients in the Czech Republic

Abstract

The aim of the article was to quantify and compare important attributes of satisfaction of banking clients in the Czech Republic. In this context, the overall level of the satisfaction of Czech banking client, the most significant factors of the satisfaction and dissatisfaction of these clients and the usage of number of banks' products and banks in 2014 has been analyzed and compared with 2012. In the same time, it has been examined if there are the significant differences in attitudes of satisfied and dissatisfied customers. The research on the satisfaction of retail client in the Czech Republic through the questionnaire survey in 2012 and 2014 has been realized. According to our findings, the overall level of the satisfaction of Czech banking clients has not been changed. The most significant factors of the dissatisfaction of Czech clients are still high prices of banks' products and services. The surprising finding was the fact that the average value of Cross selling index (CSI) has been decreased and the average value of CSI of satisfied clients is lower than dissatisfied clients. The average number of banks been used by customers has been slightly reduced. The number of banks index (NBI) of dissatisfied clients was slightly higher than the value of this parameter of satisfied banking clients.