Wykorzystanie metod badań satysfakcji klientów banku
USING THE RESEARCH METHODS OF THE BANK CLIENTS’ SATISFACTION

Summary/Abstract: The following paper studies the topic of the most important methods of examining customer satisfaction in the banking sector. It discusses the measurement process as well as the level of client satisfaction. The study indicates that customer satisfaction is one of the most vital determinants which form customer loyalty towards the bank. The client is the source of knowledge about the banking products and the quality of service provided by the bank. Fur¬thermore it shows the occurring changes in how the banks are run which of course influence the existing client-bank relationship. The customer now has the opportunity to take advantage of a variety of banking offers provided by different banks, and because of that he ceased to be a regular customer associated with only one bank. This means that nowadays banks have to adjust to the growing customer demands by increasing client satisfaction. A large emphasis has been put on the measurement process and the level of customer satisfaction.

• Details
• Contents