Výzkum zákaznické spokojenosti společnosti ING Bank N.V. v České republice

The aim of this bachelor thesis was an evaluation of customer satisfaction with internet banking of ING Bank N.V. in Czech Republic. The thesis is split into two parts. The theoretical part sums up the findings of existing literature in fields of customer satisfaction, measurement of customer satisfaction and its impact on the whole company. It also describes the popularity of the use of Internet banking in the Czech Republic over several years and compares its form and function at various commercial banks. The practical part of the work uses quantitative and qualitative research methods. First, satisfaction and the importance of individual factors were measured using a questionnaire. Then an in-depth interview was conducted, the aim of which was to understand the motives of the respondents in the evaluation in the questionnaire and to obtain specific suggestions for improving the current system. The practical benefit of the work is the analysis of overall customer satisfaction and recommendations on what factors to focus on in terms of their importance and the level of customer satisfaction. Based on them, recommendations are made for the bank at the end of the work, by which the company can increase the satisfaction of its customers according to their own wishes.