Transformations  in
Business & Economics

CURRENT TRENDS IN AREA OF SATISFACTION OF BANK CLIENTS IN THE CZECH REPUBLIC AND SLOVAKIA
JaroslavBela, Eva Cipovova, Valer Demjan

ABSTRACT.The aim of this article was to examine current trends in the area of customer's satisfaction of Czech and Slovak bank clients. In accordance with this objective satisfaction as well as factors of this satisfaction and dissatisfaction of bank clients in the Czech Republic and Slovakia have been analyzed in relation to a gender, age structure and level of education of customers. In this article the relation between bank customer's satisfaction and number of banking products being used was also studied. In order to achieve the above mentioned objectives our specially designed research on client satisfaction with the services of commercial banks in the Czech Republic and Slovakia has been purposely designed and then conducted in 2012. The results of this research confirmed the overall level of satisfaction of bank customers and the most important factors of satisfaction and dissatisfaction that are mostly the same in both countries. However, there are also significant differences in the factors of satisfaction and dissatisfaction of bank customers in the Czech Republic and Slovakia within individual social groups.

KEYWORDS: commercial bank, satisfaction of bank clients, reasons for satisfaction of clients, reasons for dissatisfaction of clients, cross-sell index.

JEL classification: G21, Z13, M14, M12.