Employee satisfaction and the acceptance of clients needs in the Czech and Slovak banking

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dc.contributor.author Belás, Jaroslav
dc.contributor.author Holec, Marcel
dc.contributor.author Burianová, Lenka
dc.date.accessioned 2017-10-13
dc.date.available 2017-10-13
dc.date.issued 2013
dc.identifier.issn 1803-9782
dc.identifier.other ACC_2013_2_01
dc.identifier.uri https://dspace.tul.cz/handle/15240/21025
dc.description.abstract Spokojenost bankovních zaměstnanců je důležitý faktor pro vytvoření spokojenosti bankovních klientů, prostřednictvím vyšší míry akceptace (porozumění) jejich finančních potřeb v prodejním procesu. Porozumění klientským potřebám determinuje úroveň jejich spokojenosti, což může mít významný dopad na finanční výkonnost bank. Článek analyzuje vztah mezi zaměstnanci banky a vedením banky a vztahu mezi bankami a jejich klienty v České republice a na Slovensku. Cílem článku bylo kvantifikovat spokojenost bankovních zaměstnanců a porozumění klientským potřebám v českém komerčním bankovnictví a porovnání zjištěných trendů se situací na Slovensku. Přístupy zaměstnanců bank byly zjištěny v dotazníkovém výzkumu a získané výsledky byly ověřeny strukturovanými rozhovory. cs
dc.description.abstract Zadowolenie pracowników bankowych jest ważnym czynnikiem tworzenia zadowolenia klientów banków poprzez wyższy poziom akceptacji (zrozumienia) ich potrzeb finansowych w procesie sprzedaży. Zrozumienie potrzeb klienta determinuje poziom ich zadowolenia, co może mieć znaczący wpływ na wyniki finansowe banków. W niniejszym artykule dokonano analizy relacji między pracownikami banku a jego kierownictwem oraz relacji między bankami a ich klientami w Czechach i na Słowacji. Celem artykułu jest kwantyfikacja zadowolenia pracowników banków i zrozumienia potrzeb klientów w czeskiej bankowości komercyjnej oraz porównanie zaobserwowanych trendów z sytuacją na Słowacji. Podejście pracowników banków stwierdzono na podstawie przeprowadzonych badań ankietowych, których wyniki zostały zweryfikowane w drodze wywiadów strukturyzowanych. pl
dc.description.abstract Satisfaction of banking employees is the most important factor for creating satisfaction of banking clients through the higher level of the acceptance of their financial needs in business process. The acceptance of clients’ needs determines the level of their satisfaction that could possibly have a significant impact on the financial performance of the bank. In this article, the relationship between bank employees and employers and their relationship with the banking clients in the Czech Republic and the Slovak Republic has been evaluated. The aim of this article is to quantify satisfaction of banking employees and the acceptance of clients’ needs in Czech commercial banking and to compare the observed trends with the situation in Slovakia. Attitudes of bank employees have been investigated in a questionnaire survey and the obtained results have been verified by structured interviews. en
dc.description.abstract Die Zufriedenheit der Bankangestellten ist ein wichtiger Schaffungsfaktor der Zufriedenheit der Bankkunden durch ein höheres Akzeptanzausmaß der finanziellen Bedürfnisse im Verkaufsprozess. Die Akzeptanz der Kundenbedürfnisse bestimmt den Grad der Zufriedenheit der Kunden, was bedeutende Auswirkung auf die Bankleistung haben kann. In diesem Artikel bewerten wir die Beziehung zwischen den Bankangestellten und dem Arbeitgeber und ihre Beziehung zu den Bankkunden in der Tschechischen Republik und in der Slowakei. Ziel dieses Artikels ist es, die Zufriedenheit der Bankangestellten, das Verständnis für die Kundenbedürfnisse im Tschechischen Wirtschaftsbankbereich zu quantifizieren und die festgestellten Trends mit dem Zustand in der Slowakei zu vergleichen. Die Einstellungen der Bankangestellten wurden in einer Umfrage untersucht und die erhaltenen Ergebnisse wurden durch strukturierte Gespräche überprüft. de
dc.format text cs
dc.format.extent 12 stran
dc.language.iso en
dc.publisher Technická univerzita v Liberci, Česká republika cs
dc.relation.ispartof ACC Journal en
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dc.title Employee satisfaction and the acceptance of clients needs in the Czech and Slovak banking en
dc.title.alternative Zadowolenie pracowników i akceptacja potrzeb klienta w czeskiej i słowackiej bankowości pl
dc.title.alternative Spokojenost zaměstnanců a akceptace klientských potřeb v českém a slovenském bankovnictví cs
dc.title.alternative Die zufriedenheit der mitarbeiter und die akzeptanz der bedürfnisse der kunden im tschechischen und slowakischen bankwesen de
dc.type Article en
dc.relation.isrefereed true
dc.identifier.eissn 1803-9790
local.relation.volume 19
local.relation.issue 2
local.citation.spage 6
local.citation.epage 17
local.access open
local.fulltext yes en
dc.license CC BY-NC 4.0


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