Měření spokojenosti zákazníků se službami banky

Abstract

Theme of thesis is „Customer Satisfaction Measurement with Bank Services“, specifically branch office of Česká spořitelna in Havířov city. The main objective is to measure customer satisfaction with this branch office, obtain data about use of Self-service zone, Internet banking and Mobile applications. There was used electronic and personal questioning method. The conducted research shows that greatest influence for customer satisfaction is connected with factors like Products and Services offer, Willingness and Erudition of a personnel and availability of ATMs. The worst rated factors are Fees, Waiting time and Parking. Respondents often use Internet banking, however using of Self-service zone and Mobile application is not so common. The suggestions based on results of this thesis lead up to propagation of new Products and Services, individual approach to customer and operative management.