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Research Regarding The Satisfaction Of Bank Services Consumers At Cec Bank S.A

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Author Info

  • Andreea Muntean

    (‘1 Decembrie 1918‘ University of Alba Iulia)

  • Filimon Stremtan

    (‘1 Decembrie 1918‘ University of Alba Iulia)

Abstract

This paper approaches the problems regarding the satisfaction of bank servicesconsumers in the context in which the market concerning these services is characterized by astrong competition between the providers of these services on one hand and by increasing theconsumers‘ demands and expectations on the other hand. The research is meant to measurethe satisfaction of consumers of banking services at CEC S.A. Alba. Beforehand there wereconducted two exploratory researches, one having as purpose the identification of consumerrequirements regarding bank services, aspects which contribute to the formation of theirsatisfaction, and the other revealing the vision which the bank‘s management staff has onconsumer satisfaction and its importance in maintaining their clients. The results of theselective research led to the conclusion that the majority of the questioned subjects aresatisfied and very satisfied with the banking services provided by CEC S.A.

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Bibliographic Info

Article provided by Faculty of Sciences, "1 Decembrie 1918" University, Alba Iulia in its journal Annales Universitatis Apulensis Series Oeconomica.

Volume (Year): 2 (2011)
Issue (Month): 13 ()
Pages: 47

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Handle: RePEc:alu:journl:v:2:y:2011:i:13:p:47

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Related research

Keywords: consumer satisfaction; consumer dissatisfaction; expectations; perceived performance; expectations disconfirmation; bank service;

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