Factors determining the loyalty of customers using private banking services in the Czech Republic
dc.contributor | ||
dc.contributor.advisor | Demel Jaroslav, Ing. Ph.D. : 60633 | |
dc.contributor.author | Huk, Karel | |
dc.contributor.other | Zheng Nan, Dr. Konzultant2 : 66834 | |
dc.date.accessioned | 2019-06-07T13:20:32Z | |
dc.date.available | 2019-06-07T13:20:32Z | |
dc.date.committed | 2019-8-31 | |
dc.date.defense | 2018-09-03 | |
dc.date.submitted | 2017-10-31 | |
dc.date.updated | 2018-12-10 | |
dc.degree.level | Bc. | |
dc.description.abstract | Tato bakalářská práce analyzuje faktory ovlivňující loajalitu klientů služby Erste Premier České spořitelny v České Republice, směr vzájemných vztahů a jejich sílu. Skrze Pearsonův a Spearmanův test bylo testováno osm proměnných: spokojenost s bankéřem, spokojenost se službou samotnou, spokojenost s vybavením banky, spokojenost s online bankovnictvím, frekvence kontaktu klienta bankéřem, image banky, spolehlivost banky a volba hlavní banky. Všechny hypotézy byly přijaty a výsledky jsou podpořeny daty, které poskytla banka. Práce zjistila, že loajalitu klienta k bance nejvýrazněji ovlivňuje spolehlivost banky, spokojenost se samotnou službou a spokojenost s online bankovnictvím. | cs |
dc.description.abstract | This dissertation analyses factors determining customer loyalty within the Erste Premier service of Ceska sporitelna in the Czech Republic, the direction of these relationships and its strength. Eight main variables were examined through Pearson's and Spearman's correlation tests: satisfaction with the banker, satisfaction with the service, satisfaction with tangible facilities, satisfaction with online banking services, frequency of contact between customers and bankers, image of the bank, reliability of the bank and choice of the main bank. All the hypotheses were confirmed and the results are supported by survey-based secondary data provided by the bank. It was concluded that the loyalty to the bank can be most significantly affected by reliability and both satisfaction with the service itself and with the online banking services. | en |
dc.description.mark | ||
dc.format | 75s. (110 000 znaků) | |
dc.format.extent | Grafy, Tabulky 0 | |
dc.identifier.signature | V 201900578 | |
dc.identifier.uri | https://dspace.tul.cz/handle/15240/152528 | |
dc.language.iso | an | |
dc.relation.isbasedon | BELAS, Jaroslav a Valer DEMJAN. BANK CUSTOMERS SATISFACTION: CASE STUDIES FROM CZECH REPUBLIC. Aktual'Ni Problemy Ekonomiky = Actual Problems in Economics [online]. 2014, no. 162, s. 315-323. ISSN 19936788. BLOEMER, Josee, de Ruyter KO a Pascal PEETERS. Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction. The International Journal of Bank Marketing [online]. 1998, vol. 16, no. 7, s. 276-286. ISSN 02652323. CHI, Christina G. a Dogan GURSOY. Employee satisfaction, customer satisfaction, and financial performance: An empirical examination. International Journal of Hospitality Management [online]. 2009, vol. 28, no. 2, s. 245-253. ISSN 0278-4319, 0278-4319. KEININGHAM, Timothy L. et al. Linking Customer Loyalty to Growth. MIT Sloan Management Review [online]. 2008, vol. 49, no. 4, s. 51-57. ISSN 15329194. PROQUEST. 2017. Databáze článků ProQuest [online]. Ann Arbor, MI, USA: ProQuest. [cit. 2017-09-28]. Dostupné z: http://knihovna.tul.cz/ SOUSA, Rui a Christopher A. VOSS. Service Quality in Multichannel Services Employing Virtual Channels. Journal of Service Research : JSR [online]. 2006, vol. 8, no. 4, s. 356-371. ISSN 10946705. WAHLBERG, Olof, Peter ÖHMAN a Christer STRANDBERG. How personal advisors make a difference in serving almost rich bank customers. The International Journal of Bank Marketing [online]. 2016, vol. 34, no. 6, s. 904-923. ISSN 02652323. | |
dc.rights | Vysokoškolská závěrečná práce je autorské dílo chráněné dle zákona č. 121/2000 Sb., autorský zákon, ve znění pozdějších předpisů. Je možné pořizovat z něj na své náklady a pro svoji osobní potřebu výpisy, opisy a rozmnoženiny. Jeho využití musí být v souladu s autorským zákonem https://www.mkcr.cz/assets/autorske-pravo/01-3982006.pdf a citační etikou https://knihovna.tul.cz/document/26 | cs |
dc.rights | A university thesis is a work protected by the Copyright Act. Extracts, copies and transcripts of the thesis are allowed for personal use only and at one?s own expense. The use of thesis should be in compliance with the Copyright Act. https://www.mkcr.cz/assets/autorske-pravo/01-3982006.pdf and the citation ethics https://knihovna.tul.cz/document/26 | en |
dc.rights.uri | https://knihovna.tul.cz/document/26 | |
dc.rights.uri | https://www.mkcr.cz/assets/autorske-pravo/01-3982006.pdf | |
dc.subject | loajalita klienta | cs |
dc.subject | klientská spokojenost | cs |
dc.subject | NPS | cs |
dc.subject | customer loyalty | en |
dc.subject | customer satisfaction | en |
dc.subject | NPS | en |
dc.subject.verbis | bankovnictví | cs |
dc.title | Factors determining the loyalty of customers using private banking services in the Czech Republic | cs |
dc.title | Factors determining the loyalty of customers using private banking services in the Czech Republic | en |
dc.type | bakalářská práce | cs |
local.degree.abbreviation | Bakalářský | |
local.degree.discipline | MO | |
local.degree.programme | Ekonomika a management | |
local.degree.programmeabbreviation | B6208 | |
local.department.abbreviation | KMG | |
local.faculty | Ekonomická fakulta | cs |
local.faculty.abbreviation | FE | |
local.identifier.author | E15000203 | |
local.identifier.stag | 38410 | |
local.identifier.verbis | kpw06581275 | |
local.note.administrators | automat | |
local.poradovecislo | 578 | |
local.verbis.aktualizace | 2019-10-05 07:27:12 | cs |
local.verbis.studijniprogram | KMG Ekonomika a management/Ekonomika a management mezinárodního obchodu | cs |
Files
Original bundle
1 - 3 of 3
Loading...
- Name:
- BP_Huk_final.pdf
- Size:
- 1.61 MB
- Format:
- Adobe Portable Document Format
- Description:
- VSKP
Loading...
- Name:
- Posudek_vedouciho_Huk.pdf
- Size:
- 145.37 KB
- Format:
- Adobe Portable Document Format
- Description:
- Posudek_vedouciho_VSKP
Loading...
- Name:
- ProtokolSPrubehemObhajobySTAG.pdf
- Size:
- 12.93 KB
- Format:
- Adobe Portable Document Format
- Description:
- Prubeh_obhajoby_VSKP