How demographic factors determine banking satisfaction: Czech and kenyan case study

Kombo, Felix; Nguyen, Thi Anh Nhu

dc.title	How demographic factors determine banking satisfaction: Czech and kenyan case study	en
dc.contributor.author	Kombo, Felix
dc.contributor.author	Nguyen, Thi Anh Nhu
dc.relation.ispartof	Actual Problems of Economics
dc.identifier.issn	1993-6788 Scopus Sources, Sherpa/RoMEO, JCR
dc.date.issued	2016
utb.relation.volume	183
utb.relation.issue	9
dc.citation.spage	239
dc.citation.epage	249
dc.type	article
dc.language.iso	en
dc.publisher	National Academy of Management
dc.subject	Bank clients	en
dc.subject	Customer satisfaction	en
dc.subject	Czech Republic	en
dc.subject	Kenya	en
dc.description.abstract	This article examines whether customer satisfaction is determined by age, gender and level of education. Data analysis in "SPSS 22.0" on 726 bank customers from Czech Republic and Kenya indicates that gender is a determinant of customer satisfaction. Furthermore, older individuals prefer easy accessibility of branches. In addition, quality e-banking services satisfy more bank clients with higher education. Older bank clients are dissatisfied with high banking prices and rates, whereas poor e-banking services influence customer dissatisfaction irrespective of educational status. Moreover, impersonal behavior of bank employees persuade people with higher education change banks. © Felix Kombo, Thi Anh Nhu Nguyen, 2016.	en
utb.faculty	Faculty of Management and Economics
dc.identifier.uri	http://hdl.handle.net/10563/1006751
utb.identifier.obdid	43875245
utb.identifier.scopus	2-s2.0-84987847690
utb.source	j-scopus
dc.date.accessioned	2016-12-22T16:19:05Z
dc.date.available	2016-12-22T16:19:05Z
dc.rights	Attribution 2.0 Generic
dc.rights.uri	https://creativecommons.org/licenses/by/2.0/
dc.rights.access	openAccess
utb.contributor.internalauthor	Kombo, Felix
utb.contributor.internalauthor	Nguyen, Thi Anh Nhu
utb.fulltext.affiliation	Felix Kombo 1 , Thi Anh Nhu Nguyen 2 1 Tomas Bata University in Zlin, Czech Rebuplic. 2 Tomas Bata University in Zlin, Czech Rebuplic.
utb.fulltext.dates	-
utb.fulltext.sponsorship	The authors are thankful to the Internal Grant Agency of FaME TBU No. IGA/FaME/2015/025: The possibilities of the financial performance growth for commercial banks in the context of the credit risk of SME and the customer satisfaction, for financial support to this research.