Customer Satisfaction: The Case of Czech and Kenyan Banking Sectors

Abstract

The banking sector is considered an important component in the service industry. This paper investigates customer satisfaction in the Czech and Kenyan banking sectors. Software SPSS 22.0 is used to analyze a sample of 323 and 403 clients of banks in Czech Republic and Kenya respectively, with emphasis on gender, age and educational level. We found that the overall level of satisfaction in Kenya is slightly higher than in Czech Republic. The main reasons for satisfaction are different. The main reason for dissatisfaction is the same. Furthermore, satisfaction and dissatisfaction partially influence the number of banking products and banks one chooses to be associated with. We conclude by making recommendations for policy-making and possible areas for future research. By providing the empirical evidence on customer satisfaction in Czech Republic and Kenya, this paper also contributes to current literature on customer satisfaction.