IMPACT OF LEASING PERFORMANCE FACTORS ON CUSTOMER SATISFACTION; EMPHASIS ON VB LEASING

IMPACT OF LEASING PERFORMANCE FACTORS ON CUSTOMER SATISFACTION; EMPHASIS ON VB LEASING

LJESKOVICA, Almir
Obralic, Merdzana

Abstract: Main objective of this study is to identify key Leasing performance factors that influence customer satisfaction in VB Leasing and other leasing companies. On the basis of literature review, eight independent and one dependent variable have been identified, and specific measuring items were developed accordingly. Structured survey was prepared on the basis of mentioned measuring items to measure related variables, and it was used as main instrument in this study. Survey has been sent in online form to clients of VB Leasing via e-mail and social networks. Out of 250 managers who received the survey, 200 respondents completed it which gives response rate of 80%. Responses were analyzed using descriptive statistics in excel, but main methodology was regression analysis using SPSS. The findings indicated that there is a significant positive relationship between Processing Speed (PS), Form Simplicity (FS), Image of Leasing Company (CI), Communication with Company (CC), Annuity Ammount (AA) and Grace Period (GP) on Customer Satisfaction (CS). On the other hand, there is no relationship between Interest Ammount (IA) and Down Payment (DP) with Customer Satisfaction (CS). Research is completed in one company operating in Bosnia and Herzegovina (BH) and it is suggested for future research to do the study considering more companies, to test more different independent variables and do the research in all cantons of Federation of Bosnia and Herzegovina, entity Republic Srpska and District Brčko.

Conference or Workshop Item
PeerReviewed

2016

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