RESEARCH REGARDING THE SATISFACTION OF BANK SERVICES
            CONSUMERS AT CEC BANK S.A.


                Andreea Muntean,”1 Decembrie 1918” University of Alba Iulia
                Filimon Stremţan, ”1 Decembrie 1918” University of Alba Iulia

ABSTRACT: This paper approaches the problems regarding the satisfaction of bank services
consumers in the context in which the market concerning these services is characterized by a
strong competition between the providers of these services on one hand and by increasing the
consumers’ demands and expectations on the other hand. The research is meant to measure
the satisfaction of consumers of banking services at CEC S.A. Alba. Beforehand there were
conducted two exploratory researches, one having as purpose the identification of consumer
requirements regarding bank services, aspects which contribute to the formation of their
satisfaction, and the other revealing the vision which the bank’s management staff has on
consumer satisfaction and its importance in maintaining their clients. The results of the
selective research led to the conclusion that the majority of the questioned subjects are
satisfied and very satisfied with the banking services provided by CEC S.A.

Key words: consumer satisfaction, consumer dissatisfaction, expectations, perceived performance,
expectations disconfirmation, bank service

JEL Code: M31