HOW DEMOGRAPHIC FACTORS DETERMINE BANKING SATISFACTION: CZECH AND KENYAN CASE STUDY

This article examines whether customer satisfaction is determined by age, gender and level of education. Data analysis in "SPSS 22.0" on 726 bank customers from Czech Republic and Kenya indicates that gender is a determinant of customer satisfaction. Furthermore, older individuals prefer e...

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Bibliographic Details
Published inAktualʹni problemy ekonomiky no. 183; p. 239
Main Authors Kombo, Felix, Nguyen, Thi Anh Nhu
Format Journal Article
LanguageEnglish
Published Kiev Natsional'na Akademiya Upravlinnya / National Academy of Management 01.01.2016
Subjects
Banking
Banking industry
Customer satisfaction
Demographics
Electronic banking
Higher education
Studies
Czech Republic
Kenya
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Summary:This article examines whether customer satisfaction is determined by age, gender and level of education. Data analysis in "SPSS 22.0" on 726 bank customers from Czech Republic and Kenya indicates that gender is a determinant of customer satisfaction. Furthermore, older individuals prefer easy accessibility of branches. In addition, quality e-banking services satisfy more bank clients with higher education. Older bank clients are dissatisfied with high banking prices and rates, whereas poor e-banking services influence customer dissatisfaction irrespective of educational status. Moreover, impersonal behavior of bank employees persuade people with higher education change banks.
ISSN:1993-6788