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EN
The Polish banking law, unequivocally conditionals allowing the credit up from credit capacity of credit holder defined as ability of paying back the taken credit with its interest in the terms deiinited by the agreement. Approximately, to the law regulations, the banks during the rating of the credit capacity use two criteria. The first one is universal and uniformal, therefore, it concerns the control of bank dues at a fixed time. The second one on ther other hand, the financial and economic rating of the credit holder is not uniformally predetermined and allows various analitical approaches from each bank given separetely. As a rule, it is indicated for necessity of rating the economical and ńnancial situation, by the means of two groups of criteria, which are objective criteria (measurable, quantitative), and the subjective criteria (unmeasurable, qualitative). Nevertheless, choice of the criteria, their rating and value, is up from the bank. The application of the method up to those selected matters, banks estimate in their own rangę on the account of acquired experiences, using other banks models, especially foreign banks.
EN
The article encloses verification of qualitative criteria in the estimation of the economic entrepreneurs credit ability in the chosen commercial bank. The survey material were rated qualitative reports of the credit takers who lead the whole accountancy, to whom the amounts of credits granted was above 10,000 PLN between 2002-2003. In the verification of qualitative criteria among the care takers was done a review of dominant answers, which got the highest and the lowest points level and the ones left out by the credit inspectors.
EN
The article encloses the verification of financial indicators done in the estimation of economic entrepreneurs credit ability in the chosen commercial bank. The survey material were rated financial reports of the credit takers who lead the whole accountancy, to whom the amounts of credits granted was above 10,000 PLN between 2002-2003. The two substantive verifications of financial indicators of the estimated credit takers in the arrangement od "previous" and "new" bank's methodology were done (effective value and admited points).
PL
Celem artykułu jest identyfikacja kluczowych aspektów związanych z zapewnieniem jakości obsługi w Jednostkach Samorządu Terytorialnego (JST) poprzez zapewnienie odpowiedniego poziomu satysfakcji Klientów. W oparciu o analizę wtórnych materiałów źródłowych dotyczących problematyki satysfakcji klienta, przedstawiono założenia merytoryczne i metodyczne, które pozwoliły na stworzenie narzędzia badawczego do zarządzania satysfakcją Klientów w JST. W artykule zawarto, poza wprowadzeniem, kluczowe zagadnienia z zakresu zarządzania satysfakcją, scharakteryzowano wybrane modele satysfakcji, metody pomiaru oraz przedstawiono zastosowaną metodykę zarządzania satysfakcją klienta w JST.
EN
The aim of this article is to identify key aspects of quality assurance in Territorial Self-Government Units (TAG) by providing an appropriate level of customer satisfaction. Based on analysis of secondary source materials on customer satisfaction issues, theoretical and methodical assumptions concerning the functionality of the research tool for customer satisfaction management in TAGs were presented. The article presents, apart from the introduction, key satisfaction management issues, selected satisfaction models, measurement methods, and the methodology used for managing customer satisfaction in TAGs.
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