Analýza spokojenosti zákazníků se službami bankovních institucí

Abstract

This thesis is focused on banking services consumer satisfaction, particularly on the bank accounts for students. Česká spořitelna with student personal account ČS Student, Komerční banka with student account G2.2 KB and Československá obchodní banka with student account Plus ČSOB were selected for this research. These three banks are considered to be fundamental, because they are well-known, most popular and many people own their account there. The aim of this thesis is to find whether students are satisfied with the individual banking institutions and which of these banks is the best. Another aim is to determine the quality of the services and satisfaction sub-factors. Methody for this research was a survy. Thesis was met. Clients are satisfied with banks and banking institutions may be in that case as well.