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The relationship among customer satisfaction, loyalty and financial performance of commercial banks

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dc.title The relationship among customer satisfaction, loyalty and financial performance of commercial banks en
dc.contributor.author Bélas, Jaroslav
dc.contributor.author Gabčová, Lenka
dc.relation.ispartof E+M Ekonomie a Management
dc.identifier.issn 1212-3609 Scopus Sources, Sherpa/RoMEO, JCR
dc.date.issued 2016
utb.relation.volume 19
utb.relation.issue 1
dc.citation.spage 132
dc.citation.epage 147
dc.type article
dc.language.iso en
dc.publisher Technická univerzita v Liberci
dc.identifier.doi 10.15240/tul/001/2016-1-010
dc.relation.uri http://www.ekonomie-management.cz/archiv/vyhledavani/detail/1315-the-relationship-among-customer-satisfaction-loyalty-and-financial-performance-of-commercial-banks/
dc.subject Commercial banks en
dc.subject customer satisfaction en
dc.subject customer satisfaction determinants en
dc.subject customer loyalty en
dc.subject cross-selling en
dc.subject banks additional income en
dc.description.abstract In the current banking sector, characterized by an increasing competition, efficient management of selling additional products and services to existing satisfied customers represents a significant opportunity to improve the financial performance of a commercial bank. To sum up, the conclusion of the up to date literature is an idea that customer satisfaction leads to customer loyalty and loyalty leads to willingness to purchase additional products. However, there are practically no papers quantifying the influence of loyalty on additional products purchases. The aim of this paper is to create a model among customer satisfaction, loyalty and financial performance of commercial banks in the Czech Republic. It is based on our original research realized as a survey with a total of 459 respondents that have been reached. The created model has proven that product quality, recognition of customers' financial needs and acceptance of prices by a customer have an impact on customer satisfaction, which then influences customer loyalty and this in return influences additional purchases potential of a customer. The regression model of relation between customer satisfaction and loyalty of bank customer has this form: CL = 0.01163 + 0.9191 x CS, where: CL customer loyalty, CS customer satisfaction. The regression model of relation between customer loyalty and additional purchases: APP = -0.05667 + 0.5848 x CL, where: APP additional purchases potential, CL customer loyalty. At the end, the paper is dedicated to a model example showing that if a commercial bank is able to increase the number of satisfied customers by 10,000, it can obtain additional yearly income of EUR 9.6 million. en
utb.faculty Faculty of Management and Economics
dc.identifier.uri http://hdl.handle.net/10563/1006462
utb.identifier.obdid 43875180
utb.identifier.scopus 2-s2.0-85016166394
utb.identifier.wok 000373648900010
utb.source j-wok
dc.date.accessioned 2016-07-26T14:58:35Z
dc.date.available 2016-07-26T14:58:35Z
dc.description.sponsorship Internal Grant Agency of FaME TBU: Optimization of parameters of the financial performance of the commercial bank [005/IGA/FaME/2014]
dc.rights Attribution-NonCommercial 4.0 International
dc.rights.uri https://creativecommons.org/licenses/by-nc/4.0/
dc.rights.access openAccess
utb.contributor.internalauthor Bélas, Jaroslav
utb.contributor.internalauthor Gabčová, Lenka
utb.fulltext.affiliation Jaroslav Belás, Lenka Gabčová Thomas Bata University Faculty of Management and Economics Department of Enterprise Economics belas111@gmail.com Thomas Bata University Faculty of Management and Economics Department of Enterprise Economics l.gabcova@gmail.com
utb.fulltext.dates -
utb.fulltext.faculty Faculty of Management and Economics
utb.fulltext.faculty Faculty of Management and Economics
utb.fulltext.ou Department of Business Administration
utb.fulltext.ou Department of Business Administration
utb.identifier.jel G21
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Attribution-NonCommercial 4.0 International Kromě případů, kde je uvedeno jinak, licence tohoto záznamu je Attribution-NonCommercial 4.0 International