Analysis of Relationship between Czech On-line Banking and Client Satisfaction

JieWang Yan

Bakalářská práce

Abstract:

In the last 10 years, as the rapid development of technology has touched and covered banking business, various countries have gradually developed online banking, which is to realize online banking business through electronic technology. In the Czech Republic, online banking business has gradually become popular among banks, however, it also intensifies the competition of online banking business among banks. Therefore, this thesis conducts a comprehensive analysis of online banking, using relevant literature to sort out the relationships between online banking and client satisfaction with specific indicators arrived one the one hand, adopting questionnaires survey to obtain real Czech online banking client data on the other hand, so as to analyze the factors that affect Czech users’ satisfaction with Czech online banking. Based on client data, the thesis analyzes the factors that affect Czech users’ satisfaction with Czech online banking, and proposes improvement suggestions based on the shortcomings of online banking identified from the data analysis, hoping to provide relevant enlightenment to Czech online banking, and banks may make improvements according to the plan to enhance the global competitiveness of Czech online banking. At the same time, the improvement of the bank’s own business can also provide clients with a better sense of use, thereby achieving a win-win situation for both the banks and the client.

Keywords

Online banking, Client satisfaction, Questionnaire, Factor analysis, Correlation analysis

Jazyk práce: angličtina

Datum vytvoření / odevzdání či podání práce: 12. 3. 2021

Obhajoba závěrečné práce

• Vedoucí: Ing. Lenka Rumánková, Ph.D.

Česká zemědělská univerzita v Praze

Provozně ekonomická fakulta

Bakalářský studijní program / obor:
Economics and Management / Economics and Management