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Factors affecting customers of financial services satisfaction

Witkowska J.

Management and Production Engineering Review

2011

Vol. 2, No. 1

55-60

A satisfied customer plays a very important role in the life of each company. In order to know the satisfaction of their customers each company must conduct a research in this matter. The importance of consumer satisfaction in the financial services sector was the base of the present study. The main objective of the study was to assess the level of customer satisfaction and factors affecting it among customers of financial services. In order to achieve this goal, a study among individual customers using the services of a credit union in three Polish provinces was carried out. The study was based on a questionnaire directed to the given financial institution customers. The study emphasizes the role of employees when offeering financial services. Quality customer service is crucial to customer satisfaction. The results obtained indicate that the greatest impact on quality can be associated with: commitment and willingness to help customers by employees, employees' reactions to the concerns and needs of customers and their reliability.