Satisfaction of the Czech bank customers

Abstract

The aim of the article was to quantify and compare the overall level of satisfaction of the Czech banking customers, the most important factors of satisfaction and dissatisfaction of these customers and number of used banking products and banks in 2014 compared to 2012. Research on the satisfaction of retail customers in the Czech Republic was conducted through a questionnaire survey in 2012 on a sample of 323 respondents, and in 2014 on a sample of 292 survey participants. The research results are evaluated through Pearson statistics. Our research confirmed that the Czech Republic remains on a relatively low position with satisfying its bank customers with provided services. The main reason for satisfaction was the ability to use electronic banking and most important reason for dissatisfaction were high priced products and services. Number of banking products used by the Czech banking clients did not change significantly.