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REFERENCES Biały W., Hąbek P. (2016) Doskonalenie procesu produkcji poprzez analizę zwrotów gwarancyjnych [w]: Kvalita, technologie, diagnostika v technickych systemoch. Quality, technologies, diagnostics of technical systems. Zbornik vedeckych prac. Slovenska Požnohospodárska Univerzita v Nitre, Nitra, s. 12-20. Eboli L., Mazzulla G., (2009) A New Customer Satisfaction Index for Evaluating Transit Service Quality, Journal of Public Transportation, Vol. 12, No. 3, pp. 21-37 Gajewska P. (2015), CSI w ocenie satysfakcji konsumentów na przykładzie wybranych sieci

Journal of Quality & Reliability Management, 18 (5), pp. 528-548. S tatistikos D epartamento metiniai pastatų statybos duomenys ( Department of Statistics, Annual Building Construction Data ) (in Lithuianian) [Accessed 2015-04-20], Internet address: . S tatistics L ithuania , 2015, Statistical Yearbook of Lithuania. Housing , Vilnius, p. 704, Internet access: . T he A merican customer satisfaction index [Accessed 2015-04-10], Internet address: http

References American Customer Satisfaction Index: Fornell, Claes, Sunil Mithas, Forest V. Morgenson III, and M.S. Krishan (2006), “Customer Satisfaction and Stock Prices: High Returns, Low Risk”, Journal of Marketing, 70 (January), pp. 1 - 14. Gruca, Thomas S. and Lopo L. Rego (2005), “Customer Satisfaction, Cash Flow, and Shareholder Value”, Journal of Marketing, 69 (July), pp. 115 - 30. Anderson, Eugene W., Claes Fornell, and Sanal K. Mazvancheryl (2004), “Customer Satisfaction and Shareholder Value”, Journal of Marketing, 68 (October

w przedsiębiorstwie. Diploma thesis. Częstochowa: Politechnika Częstochowska, Wydział Zarządzania. Shin, D.H. (2014). Measuring the quality of smartphones: development of a customer satisfaction index for smart services. International Journal Of Mobile Communications, 12(4), pp. 311-327. Snarski, P. (2012). Metody pomiaru satysfakcji klientów bankowych wykorzystywanych do analizy konkurencyjności banków. Economy and Management, 2, pp. 92-108. Stodulny, P. (2006). Analiza satysfakcji i lojalności klientów bankowych. Warszawa: CeDeWu. Sygut, P., Klimecka-Tatar, D


The Presented research aims to analyze the Lithuanian and Polish housing markets in terms of the quality of life in new residential buildings. The article presents the concept of customer satisfaction in construction and criteria that define the quality of dwellings; the benefits, consequences, merits and demerits of the assessment of customer satisfaction are also named. A survey of customer satisfaction helps to evaluate the quality of dwellings according to their technical and functional parameters, as well as the degree of cooperation between customers and developers/contractors. The customer satisfaction index (CSI) was calculated for both countries. The results are useful for developers, contractors, facility management companies and building users.


The importance of ethical standards for financial markets is based on the purpose of commercial banks and other financial institutions which operate with money of others. Besides significant economic implications, the financial crisis has also revealed considerable lack of moral values in commercial banking, which has been reflected by a very unscrupulous approach of bankers to their clients. The crisis has also caused a fundamental turnaround in public opinions on commercial banking and increased the pressure on application of moral principles in banking, which represents an appropriate complement of banking regulations.

The aim of this article is to determine the basic attributes of business ethics in commercial banking and quantify changes in moral attitudes of bank employees in Slovakia through own research, which occurred during the financial crisis. Moral attitudes of bank employees are analyzed in relation to reaching customer satisfaction.

The research focuses on identificating satisfaction of bank employees and also on how their satisfaction reflects acceptance of customers’ needs. A part of the research also deals with evaluation of customer satisfaction in the same timeframe.

The results of our empirical research show that the low level of satisfaction and loyalty of bank employees is transferred to the low acceptance rate of customer need to sell bank’s products in the banking sector in Slovakia. The low level of satisfaction and loyalty has also caused a decline in the overall customer satisfaction. Index of personal satisfaction of bank’s customers has slightly increased in the examined period, but its current level is still very low.

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–623. Dhakal, B., Yao, R., Turner, J., Barnard, T. 2012. Recreational users’ willingness to pay and preferences for changes in planted forest features. – Forest Policy & Economics, 17, 34–44. Fang, Y., Huang, Z., Hou, B., Wang, F. 2014. The periodic and fluctuant characteristics of Chinese inbound tourists and its influence mechanism. – Geographical Research, 33(10), 1942–1955. Fornell, C., Johnson, M.D., Anderson, E.W., Cha, J., Bryant, B.E. 1996. The American customer satisfaction index: nature, purpose and findings. – Journal of Marketing, 60(4): 7–18. Jiao, S.L., Si

). Developing a decomposed customer satisfaction index: An example of the boutique motel industry. Total Quality Management , 24(10), 1124-1140. Kinecses, A., Toth, G., Tomori, N., & Michalko, G. (2016). Characteristics of transit tourism in Hungary with a focus of expenditure. Regional Statistics, 6 (2), 129-148. Knežević, R., & Grbac Živković, R. (2013). Promjene gospodarskog značenja tranzitnog turizma u Gorskom kotaru. Hrvatski geografski glasnik, 75 (1), 111-130. Kovačević, T., & Obradović, S. (2006). Postoji li tranzitni turizam u Srbiji? - primer opštine Subotica

– charakterystyka wybranych aspektów metodologicznych. Prace Naukowe UE we WrocŁawiu , 236, 184–191. Kandel, A. (1982). Fuzzy techniques in pattern recognition . New York: John Wiley & Sons. Linacre, J.M. (2010). Transitional categories and usefully disordered thresholds. Online Educational Research Journal , 1–10. Liu, X., Zeng, X., Xu, Y. & Koehl, L. (2008). A fuzzy model of customer satisfaction index in e-commerce. Mathematics and Computers in Simulation , 77 (5–6), 512-521. DOI: 10.1016/j.matcom.2007.11.017. Ostini, R. & Nering, M. (2006). Polytomous Item Response