Consumer behavior of generation Y in the banking market

This diploma thesis deals with the Generation Y consumer behavior in the banking industry. The aim of this thesis is to find out the key factors influencing consumer decision-making during selection banks by analyzing their decision-making process and prepare recommendations for banks operating in the Czech Republic. The theoretical part of this thesis focuses on consumer behavior, factors influencing this behavior, broader generational classification and more detailed characteristics of Generation Y. The practical part contains the evaluation results of the quantitative research and recommendations for banks operating in the Czech Republic. The proposals relate to reducing bank charges, improving interpersonal communication and investing in artificial intelligence.