In the context of constant changes in the banking industry and rapid technological development, understanding the needs and satisfaction of customers is becoming a fundamental element of the successful operation of banks. For these reasons, we conducted a study to analyze customer perceptions and experiences of banking services.
The modern banking sector is going through a period of significant transformation, under the influence of both internal and external factors. The pandemic, digitalization, competition and changes in consumer behavior are creating new challenges and opportunities for banks. In order to successfully adapt to these changes, banks need to take into account the views and expectations of their customers.
The purpose of this study is to analyze the main aspects of customer interaction with banking services, namely:
- Use of banking services and frequency of use;
- Assessing the professionalism of bank employees;
- Perception of the speed of processing applications and encounters with queues;
- Availability of bank branches in various regions;
- Satisfaction with promotional offers;
The relevance of this analysis lies in the fact that customer expectations and requirements are constantly evolving, and only careful research can help banks stay one step ahead.
The study was conducted using an online survey method in April 2023. 140 respondents from different regions of the country took part in the survey. Women make up more than half of the respondents (55.7%), mostly aged 21-25 years (45.0%). The majority of respondents (45.7%) study.
It should be noted that our study has certain limitations, such as limited sample size and potential subjectivity of responses. However, carrying out an analysis based on available data will highlight the main trends in the use of banking services.
The results show that more than half of respondents (44.3%) use banking services several times a week or more, highlighting active interaction with the bank. However, 25.7% prefer to use services less often – once every few months.
The majority of clients (57.9%) consider the level of professionalism of bank employees to be average. While 26.4% rate professionalism highly, a significant portion (12.1%) express lower satisfaction.
The majority of respondents (53.6%) believe that the speed of processing applications at the bank is average. However, 23.6% believe that processing is fast, which may indicate that more effort is needed to improve efficiency.
Queues at the bank remain a problem for a significant portion of clients, with 71.4% often or very often encountering this situation. This represents an opportunity for banks to improve their services and reduce customer time costs.
The majority of respondents (62.1%) believe that bank branches are moderately accessible, however, 32.1% believe that branches are always accessible. This highlights the importance of meeting clients’ needs for access to services.
Half of the clients (51.4%) are satisfied with the bank’s promotional offers, but more than 43.6% express their dissatisfaction. This highlights the need for more careful analysis of marketing strategies.
Money transfers (31.9%) and currency exchange (23.0%) are most in demand. 5.8% of respondents use loans. The study results highlight the importance of customer satisfaction in key areas such as
*The article was translated using an automated online service. If you find any errors, you can report them in the comments.