The identification of level of satisfaction customer bank in service process near utilization the method the servqual

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Published:
May 25, 2010
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No. 3(52) (2010)
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Stanisław Borkowski
Politechnika Częstochowska
Renata Stasiak-Betlejewska
Politechnika Częstochowska

DOI: https://doi.org/10.22630/PEFIM.2010.3.52.6
Abstract
It the results of investigations in article were presented was the relating qualities of services of cooperative bank, the realized for help of method Servqual. Method this permits not only to estimate the general quality of services, but to identify in process shortcoming the service of services also. It working was proposed was perfecting services analysed bank also, which were worked out on basis of diagram of systematics.

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How to Cite
Borkowski, S., & Stasiak-Betlejewska, R. (2010). The identification of level of satisfaction customer bank in service process near utilization the method the servqual. The Scientific Journal European Policies, Finance and Marketing, (3(52), 69–75. https://doi.org/10.22630/PEFIM.2010.3.52.6
References

BORKOWSKI S., ČOREJOVA T., Instrumenty rozwiązywania problemów w zarządzaniu, Wydawnictwo WSZiM w Sosnowcu, Sosnowiec 2004.

BORKOWSKI S.: Mierzenie poziomu jakości, WSZiM, Sosnowiec 2004.

PARASURMAN A., ZEITHAML V.A., BERRY L., A Conceptual Model of Service Quality and its Implications for Future Research, [in:] Journal of Marketing, 1985 nº4. (Crossref)

ROSAK J., BORKOWSKI S., Applying of the Servqual method to the estimation of the quality of the stationary medical treatment, Economy and Management of Enterprises in Transition Economies in the Global Market Environment, Pardubice 2005.

STASIAK - BETLEJEWSKA R., Wpływ nowych technologii informatycznych na kierunki rozwoju bankowości detalicznej w Polsce, rozprawa doktorska, promotor Antoniszyn E., Uniwersytet Opolski, 2008 r.

RUDAWSKA E. - KIECKO R.:, Servqual - metoda badania jakości usług i jej praktyczne zastosowanie, Marketing i Rynek, 5/2000.

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