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The Flow Chart of Satisfaction Levels of Personal Customers Through the Credit Process in Serbian Retail Banking Market

In: Proceedings of FIKUSZ '14


  • Duško Ranisavljeviæ

    () (Singidunum University Belgrade)


The level of satisfaction of personal customers with credit arrangements varies depending on the level of the credit process. There are many factors that cause a change in degree of satisfaction of which the most important factors are of economic nature, credit terms and other factors. The conducted research concluded that a significant percentage of customers experience credit arrangements which are still in the initial years of repayment as an expense. Loan funds which finance consumer goods and services, have often much shorter life than the maturity date of the loan. Monthly instalments for loans, due to economic stagnation and decrease in real wages, become burdensome, which implies clients dissatisfaction and initiates the refinancing loan obligations. The research results are projected on a chart, resulting in a curve, representing the flow chart of satisfaction levels of personal customers through credit process.

Suggested Citation

  • Duško Ranisavljeviæ, 2014. "The Flow Chart of Satisfaction Levels of Personal Customers Through the Credit Process in Serbian Retail Banking Market," Proceedings of FIKUSZ '14, in: Pál Michelberger (ed.),Proceedings of FIKUSZ '14, pages 223-236, Óbuda University, Keleti Faculty of Business and Management.
  • Handle: RePEc:pkk:sfyr14:223-236

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    References listed on IDEAS

    1. Arbore, Alessandro & Busacca, Bruno, 2009. "Customer satisfaction and dissatisfaction in retail banking: Exploring the asymmetric impact of attribute performances," Journal of Retailing and Consumer Services, Elsevier, vol. 16(4), pages 271-280.
    2. Plagnol, Anke C., 2011. "Financial satisfaction over the life course: The influence of assets and liabilities," Journal of Economic Psychology, Elsevier, vol. 32(1), pages 45-64, February.
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