Author(s):
1. Jaroslav Belás,

Abstract:
Satisfaction of bank’s customers presents important area of building of long-term relationships with the client, which significantly determines the financial performance of commercial banks through successful business. Satisfied customer buy bank’s products, is willing to pay also higher price for the product or service and represents some form of free advertising and considerable less effort, time and money needed for keep him, than to get a new one. This article presents current situation in the banking sector in Slovakia and Czech republic. The aim of this article is to examine the development of an overall customers’ satisfaction in commercial banks in Slovakia during the financial crisis, individual reasons of customers’ dissatisfaction and satisfaction and development of important customers’ feelings in communication with commercial banks. Results from 2012 have been compared with the situation in the Czech Republic. Customer satisfaction research has been conducted through a questionnaire survey. First research has been carried out on the first half of 2008 on the sample of 298 respondents, ie. the time before the financial crisis. In 2012, this research has been conducted on the sample of 320 respondents. These results have been compared with the situation in the Czech Republic where the same questionnaire has been conducted in 2012 on a sample of 323 respondents. The change of satisfaction factors, respectively dissatisfied bank’s customers compared with 2008 has been investigated by standard statistical methods. Results of our research in 2012 showed satisfaction reduction of bank customers and also changes in respondents’ preferences of the perception of satisfaction factors, respectively dissatisfaction in relation to commercial banks. It was examined that the overall levels of satisfaction in both countries are different. The most important reason of satisfaction of banks’ customers was the possibility to use e-banking. Czech clients mostly mentioned this possibility as a reason for their satisfaction compared with Slovak clients. Our research has shown that there is no statistically significant difference between the most important reasons of dissatisfaction (prices of products and services) in the Czech Republic and Slovakia. Czech and Slovak banks’ clients felt a low rate of interest in solutions to their financial needs and prevailed the opinion that bank wants just to sell their products and earn money. This feeling had 43 % of Czech respondents compared with 31 % of Slovak respondents. Research has shown that according to respondents the approach of banks has improved during the crisis. According to our findings, 66 % of respondents in the Slovakia and the same number in the Czech Republic stated that the approach of banks has during the crisis improved or greatly improved.

Key words:
commercial banks, customers’ satisfaction, attributes of customers’ satisfaction and dissatisfaction, development of customers’ satisfaction

Date of abstract submission:
07.09.2013.

Conference:
REDETE 2014 - Researching Economic Development and Entrepreneurship in Transition Economies