Zobrazit minimální záznam
dc.contributor.author |
Belás, Jaroslav |
|
dc.date.accessioned |
2013-07-09T12:49:45Z |
|
dc.date.available |
2013-07-09T12:49:45Z |
|
dc.date.issued |
2012 |
|
dc.identifier |
Univerzitní knihovna (studovna) |
|
dc.identifier.issn |
1211-555X (Print) |
|
dc.identifier.issn |
1804-8048 (Online) |
|
dc.identifier.uri |
http://hdl.handle.net/10195/49533 |
|
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 |
Tento záznam se objevuje v následujících kolekcích
Zobrazit minimální záznam
|
Vyhledávání
Procházet
-
Vše v Digitální knihovně
-
Tato kolekce
Můj účet
|