The Financial Services Satisfaction Analysis of the Customers in Slovakia and France
The Financial Services Satisfaction Analysis of the Customers in Slovakia and France
Author(s): Lucia Tarhaničová, Jozef GlovaSubject(s): Business Economy / Management, Financial Markets, Marketing / Advertising, Socio-Economic Research
Published by: Reprograph
Keywords: Communication with bank; customer satisfaction; dimensions of trust; loyalty; quality of services;
Summary/Abstract: The competition in banking industry is nowadays very high. A model one bank for all life is no longer applicable and the clients are more informed, but also more demanding regarding their needs and satisfaction. The aim of the paper is to analyze customer satisfaction with financial services in Slovakia; theoretically define the basic concepts related to the topic of paper, to quantify the overall customer satisfaction, to identify the clue factors that have a significant influence on the satisfaction and the trust in banks, to better understand customer preferences and to compare this situation with the current situation in France. The analysis is completed by descriptive statistics and statistical test chi-square. The final part of paper is dedicated to conclusions and suggestions for banks to improve the customer satisfaction.
Journal: Journal of Applied Economic Sciences (JAES)
- Issue Year: XI/2016
- Issue No: 44
- Page Range: 1130-1132
- Page Count: 3
- Language: English