Clusterization of Banks in the Federation of B&H Based on Different Criteria
Clusterization of Banks in the Federation of B&H Based on Different Criteria

Summary/Abstract: The evaluation of customers of banking services should be seen as an additional tool for analyzing the performance of banks in addition to the analysis of financial indicators. Considering the impact that customer satisfaction and trust can have on the stability of the banking system, it is desirable to include them in reports on the banking sector. The evaluation of customer satisfaction can also anticipate certain market trends and is a useful tool for the management of banking institutions to take corrective measures before the negative expectations of customers reflect on the financial statements. The evaluation of customers of banking services and the analysis of financial indicators must be placed in the context of the size of the banks so that the results can be properly interpreted. Cluster analysis is a method that can be used to perform clustering based on these three criteria. The results of the research for the Federation of B&H banks show the importance of bank clusters based on customer evaluation, financial indicators and the size of banks.

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