Satisfaction mirror effect v slovenskom bankovom sektore
ČlánekOtevřený přístuppeer-reviewedpublishedDatum publikování
2012
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Název časopisu
Název svazku
Vydavatel
Univerzita Pardubice
Abstrakt
Aim of this article is to examine the bank‘s customer’s satisfaction in relation to bank’s employees approach to accept customer‘s financial needs and to assess the relationship between bank’s employee’s satisfaction and acceptance
customers needs in Slovak banking sector. Research into the bank’s employee’s attitudes has been conducted by questionnaire in 2008 and 2012, which allows quantifying and analyzing trends during the crisis. Research results has confirmed that bank’s employee’s satisfaction determines acceptance rate of client’s needs in selling
banking products, which creates customer’s satisfaction ultimately (satisfaction mirror
effect). During the financial crisis, level of bank’s employee’s satisfaction has decreased. The crisis has brought intense pressure on banking products’ sales, which are increasingly reflected in the implementation of some forms of unfair sales. A high level of bank’s staffs’ dissatisfaction generates a low level of client’s needs’ acceptance in the sales process.
Rozsah stran
p. 17-29
ISSN
1211-555X (Print)
1804-8048 (Online)
1804-8048 (Online)
Trvalý odkaz na tento záznam
Projekt
Zdrojový dokument
Scientific papers of the University of Pardubice.
Series D, Faculty of Economics and Administration.
25 (3/2012)
Vydavatelská verze
Přístup k e-verzi
open access
Název akce
ISBN
Studijní obor
Studijní program
Signatura tištěné verze
47940-25
Umístění tištěné verze
Univerzitní knihovna (studovna)
Přístup k tištěné verzi
Klíčová slova
commercial banks, customer’s satisfaction, employee’s satisfaction, satisfaction mirror effect