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Bankowość detaliczna w filozofii jakości

Kłopocka A.

Problemy Jakości

2002

R. 34, nr 5

21-25

Jakość usług a potencjał konkurencyjny banku

Kłopocka A.

Problemy Jakości

2001

nr 9

19-25

Aby w pełni docenić znaczenie jakości usług dla przyszłości banku należy mieć świadomość konsekwencji wynikających z poziomu świadczonych usług.

The significance of service quality is based on awareness about the consequences resulted from the level of services provided. The reaction of costumers for the unsatisfaction has different aspects. The quality is here a very important factor. In the pragmatic discussion are 2 grades of quality considered: 1. quality of products and partially - quality of services, 2. partially - quality of services and quality of contacts (communication). If the customer is satisfied, it leads to close liasons with customers. On this performance is build loyalty of customers to the firm. A special evaluation of this kind is demonstrated which obtains a picture of customer ladder", depending from the satisafaction level of clients. Additionally 5 steps to the better loyalty of consumers are presented. They include technical quality and functional quality. It gives possibilty to attract new customers, specially in such organizations like bank, with the services provided, determined internally as products. The wide discussion with specific conclusions are presented, because banks are organizations of practically every day contact in modern society. The publication presents these considerations in different points of view for to demonstrate the complexity of problem.