Retail customers’ satisfaction with banks in Greece: A multicriteria analysis of a dataset

摘要

The aim of this article is to present data concerning customers’ satisfaction with the 4 systemic banks operating in Greece. Today, the market share of these banks is over 95%, as the economic crisis of 2010 has led to structural changes in the banking industry of the country. At the same time, the conditions created by the COVID-19 pandemic will potentially lead to additional changes such as a more intensive use of alternative networks. To collect the research data, 5,018 questionnaires have been responded by retail customers of the 4 systemic banks operating in Greece during the period between June 2017 and June 2019. The criteria used to determine customers’ satisfaction with the 4 systemic banks of banks concern products and services, branch network, staff and customer service. Τhe collected data have been analyzed using the Muticriteria Satisfaction Analysis (MUSA) method. The results of the MUSA method provide several evidence that can be taken into account during the strategic development process of any organization including banks.