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Evaluation of Customer Service Quality

Journal: Business Ethics and Leadership (BEL) (Vol.1, No. 3)

Publication Date:

Authors : ;

Page : 84-92

Keywords : customer service quality; performance evaluation; factor analysis;

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Abstract

The article proposes an approach to evaluating the quality of customer service based on a system of criteria of reliability, reactivity, competence and empathy of personnel, organization of the process of providing services. The calculations of this approach are demonstrated on the example of banks. In the process of research we have used the following methods of scientific research: factor analysis, main component method, statistical observation.

Last modified: 2017-11-28 22:46:19