Title:	Jak vnímají image bank studenti
Other Titles:	How students perceive image of banks
Authors:	Faltejsková, Olga Dvořáková, Lilia
Citation:	Trendy v podnikání = Business trends : vědecký časopis Fakulty ekonomické ZČU v Plzni. 2012, č. 3, s. 19-28.
Issue Date:	2013
Publisher:	Západočeská univerzita v Plzni
Document type:	článek article
URI:	http://www.fek.zcu.cz/tvp/doc/2012-3.pdf http://hdl.handle.net/11025/16224
ISSN:	1805-0603
Keywords:	výkonnost bank;spokojenost zákazníků;segment studentů;měření spokojenosti;image bank
Keywords in different language:	bank performance;customer satisfaction;students segment;measuring satisfaction;image of bank
Abstract in different language:	Customer satisfaction and loyalty are the most significant components of the growth of bank performance. The basis of success is the customer who brings the bank returns. Also plays an important role image, which presents the bank towards its surroundings. The research focused on a specific group of interest from customers, the students, who are very sensitive to perceive this area. The assessment has been used Net Promoter Score indicators (NPS). How students see the image of bank, what they appreciate and what they do not like? What are the advantages and disadvantages of using the NPS, are the questions that try our paper to answer. Simple measurement of customer satisfaction with NPS allows banks to detect weaknesses in the relationship and time to respond.
Rights:	© Západočeská univerzita v Plzni
Appears in Collections:	Číslo 3 (2012) Články / Articles (KFU) Číslo 3 (2012)

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