Hodnocení spokojenosti klientů bank s internetovým bankovnictvím v České republice na základě dotazníkového šetření

Abstract

This bachelor thesis focuses on evaluating the satisfaction of bank clients with online banking services in the Czech Republic based on a questionnaire survey. The aim is not only to assess the overall level of user satisfaction with these services but also to determine whether there is a relationship between the satisfaction rating using the Net Promoter Score method and client characteristics such as age, gender, or level of education. The theoretical part of the thesis defines the concept of online banking, its development, functions, advantages, and risks, with an emphasis on the situation in the Czech Republic, and also describes the applied methodology. In the practical part, the data obtained through the questionnaire survey are processed and interpreted using appropriate statistical methods. The results reveal the level of satisfaction across different client groups and provide recommendations for banks.