Small and medium-sized enterprises’ satisfaction with banks’ business-oriented services

Research output: Contribution to journalArticle


Purpose – the purpose of this paper is to investigate the impact of quality, variety, accessibility and price of banking services on small and medium-sized companies’ satisfaction with banks’ business-oriented services. This paper presents a regression equation of SMEs satisfaction with banks’ services, indicating the weight of each statistically significant factor in the overall SMEs satisfaction with the commercial banks’ services for business. Design/methodology/approach – an empirical study, investigating the influence of quality, variety, accessibility and price of banking services on SMEs’ satisfaction with business-oriented services, was conducted. A sample of 405 small and medium-sized companies’ employees was used for the survey. Findings – the results of the research show that price, accessibility and quality of banking services have a direct positive influence on the satisfaction of SMEs with commercial banks’ business-oriented services. However, the variety of banking services is not a statistically significant element and did not have an impact on the SMEs’ satisfaction with banks’ services for business. Moreover, it was found that the price and accessibility of banking services have a positive relationship with the quality of banking services. Research limitations/implications – this research was conducted in small and medium-sized companies’ sector and the results of the survey cannot be used to interpret the satisfaction of other business sectors with banking services.
Practical implications – the findings suggest that banks can create SMEs’ satisfaction with business-oriented services through improving accessibility, quality and price of banking services in the way that best meets customers’ needs. Originality/Value – satisfaction with the banking services concerning SMEs is an important factor influencing the success of commercial banking activities. The present study provides useful information on the factors influencing SMEs’ satisfaction with banking business-oriented services.
Original languageEnglish
Pages (from-to)15-23
JournalSocial transformations in contemporary society : proceedings of an international scientific conference for young researchers
Publication statusPublished - 2014



  • Banking services
  • Satisfaction
  • Commercial banks

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