Why customers return to or visit Delavska hranilnica D.D

There are quite a few banks and savings banks in Slovenia, so it is wise for an individual to enquire through friends and business partners they trust about their experiences with a specific bank or savings bank. It is important to choose a savings bank before opening a current account. Through empirical research, the student wished to examine the factors due to which customers return to or visit Delavska hranilnica, d. d. The research showed mainly positive results. Clients are satisfied when using the services of the savings bank.

Problem

There are quite a few banks and savings banks in Slovenia, so it is wise for an individual to enquire through friends and business partners they trust about their experiences with a specific bank or savings bank. It is important to choose a savings bank before opening a current account. In addition to the right savings bank, it is also important for an individual to get a good sales representative (sales officer) who, with their professional knowledge and advice, attracts the customer to themselves, which means that the customer will also be satisfied and loyal to the savings bank in the future.

The basic challenge faced by Delavska hranilnica, d. d., is the marketing of services to natural and legal persons: identifying the client's needs and finding the best possibilities for satisfying them. Due to the rapidly changing environment and market conditions, this challenge for financial institutions will appear again and again in a different light.

Solution and method

Through empirical research, the student wished to examine the factors due to which customers return to or visit Delavska hranilnica, d. d. (with emphasis on the branch office of Delavska hranilnica in Slovenska Bistrica), the factors that most influence loyalty, and the services with which users are more or less satisfied.

Results

The research showed mainly positive results. Clients are satisfied when using the services of the savings bank. The majority will also remain loyal to it, which is of course the most important thing.

A minority are not satisfied with their savings bank, and some have also expressed that they will no longer be clients of the savings bank. The savings bank must strive to ensure that all its users are satisfied. Loyalty to the savings bank means the user's commitment (trust) to the savings bank and represents a certain guarantee for the continuation of the relationship between them and the savings bank.

The savings bank can achieve loyalty only if it takes into account and continually improves those factors that are important to the user, and monitors and increases user satisfaction, both with services and with the factors of the savings bank. The aspiration of every bank or savings bank is to acquire as many clients as possible, which it needs for its survival. In the current, rapidly changing banking environment (privatisation, influx of foreign competition, etc.), it is essential for banks or savings banks to know the user: how they think, what they need and how they behave.

In order for the savings bank to find out what clients want, they need to be asked and listened to. Only with proper research can we find out what clients want, and then also make an effort to ensure that they are increasingly satisfied with the banking services offered and remain loyal to the bank or savings bank. Client satisfaction is one of the key components in the business advancement of the savings bank.

Every time a client finds themselves in any business with the savings bank, their satisfaction – or dissatisfaction – is multiplied. In doing so, it must be borne in mind that dissatisfaction increases to a much greater extent than satisfaction. When a client comes to the savings bank to carry out the desired service, they encounter the employees of the savings bank.

And it is often up to them whether the client will leave the savings bank satisfied or not. Therefore, employees must strive to be as friendly as possible and to have a positive influence on clients. To achieve this, however, employees must also be satisfied.

The research showed that clients are on average satisfied with their chosen main bank or savings bank, and are therefore satisfied with the services that the savings bank performs for them. Clients will remain loyal to the savings bank if their expectations are met. If we know these expectations in the savings bank, we can design a service package that represents a combination of different services that we offer to our clients.

If the package is not balanced, the client is not satisfied. Satisfaction arises if the service package meets expectations or, even better, if it exceeds expectations. Therefore, the savings bank must appropriately fulfil the expectations of clients, as only in this way will their ever-increasing satisfaction follow.

We know that a dissatisfied client will tell others about their negative experience. Negative experiences spread faster than positive ones. The savings bank must therefore make an effort to retain existing clients, especially those who are profitable, that is, bring profit to the savings bank.

All employees at Delavska hranilnica, d. d., strive to the best of our abilities to be simultaneously on "solid ground" and the best among the best.