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Selected papers on the practicalities of measuring consumer satisfaction

Selected papers on the practicalities of measuring consumer satisfaction

Source publication
Technical Report
Full-text available
The present report has been commissioned by the Consumers Directorate of DG Justice and Consumers from the Joint Research Centre’s Econometrics and Applied Statistics Unit as part of a broader collaborative effort that aims to extend and revise the statistical indicators, methodology, and presentation of information that underpin both the ‘Consumer...

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Article
Full-text available
The situation of customers in the financial services market reflected, among others, by the scale of reported problems with a service or its supplier, is conditioned by various factors dependent on both parties of the transaction. Reduction of the scale of these problems requires an appropriate level of education and competency on the part of customers and sensitivity to customer needs from sellers. The aim of this article is to examine and assess the relationship between the scale of problems reported by customers in the financial services market, the level of basic educational competencies (text understanding and mathematical reasoning), the level of financial literacy competencies, the quality of the education system and the degree of customer orientation. The results of cross-sectional analysis for selected European countries shows a significant positive impact of the level of education and competencies of customers on reducing the scale of problems of financial services customers. The impact of the degree of customer orientation of entrepreneurs on the scale of the problems of financial services customers was not confirmed.