Satisfaction mirror effect v slovenskom bankovom sektore

Show simple item record Belás, Jaroslav 2013-07-09T12:49:45Z 2013-07-09T12:49:45Z 2012
dc.identifier Univerzitní knihovna (studovna)
dc.identifier.issn 1211-555X (Print)
dc.identifier.issn 1804-8048 (Online)
dc.description.abstract 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. eng
dc.format p. 17-29 eng
dc.language.iso slo
dc.publisher Univerzita Pardubice
dc.relation.ispartof Scientific papers of the University of Pardubice. Series D, Faculty of Economics and Administration. 25 (3/2012) eng
dc.rights open access eng
dc.subject commercial banks eng
dc.subject customer’s satisfaction eng
dc.subject employee’s satisfaction eng
dc.subject satisfaction mirror effect eng
dc.title Satisfaction mirror effect v slovenskom bankovom sektore slo
dc.title.alternative Satisfaction mirror effect in Slovak banking sector eng
dc.type Article
dc.identifier.signature 47940-25
dc.peerreviewed yes eng
dc.publicationstatus published eng

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