The Loyalty of Banks’ Employees in the Context of the Acceptance of Clients’ Needs and Their Own Productivity. A Case Study from the Czech and Slovak Republic

Authors: J. Belás, E. Cipovová, M. Holec

Abstract:

The aim of this article was to analyze the relationship between the loyalty of banks´ employees and the acceptance of clients’ needs and to analyze the relationship between the loyalty of banks’ employees and the lack of their productivity in the Czech and Slovak banking sector. Our research has been realized through a questionnaire survey.

The loyalty of banks’ employees was higher in the Czech Republic than in Slovak Republic which has been transformed into a higher acceptance rate of customers’ needs and lower lack of employees’ productivity. Within both countries, it has been found that the approach of loyal employees to the acceptance of clients’ needs is not statistically significantly different from the approach of other employees. It has been also discovered that loyal employees did not work more intensively and did not feel statistically significant lower lack of their own productivity.

Keywords: Acceptance of clients’ needs, loyalty of banks’ employees, productivity of employees.

Digital Object Identifier (DOI): doi.org/10.5281/zenodo.1088222

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