Determinants of Quality of Banking Services
AbstractDue to big competition on the market of financial services in Poland, banks' offers have become very similar. Therefore, one of the more significant determinants of activity of a given bank is the level of quality of services provided by them. As it is difficult to define and to measure quality, identification of the attributes of quality of banking service is of crucial importance. The paper is devoted to this question. On the basis of studies carried out in 1999 among the participants of the market (managers of banks as well as individual and institutional customers) the author determined the hierarchy of significance of the determinants of quality of banking services. The results obtained made it possible to define the gap between the evaluation of quality attributes made by banks' companies' management and expectations of individual and institutional customers.
Download InfoIf you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
As the access to this document is restricted, you may want to look for a different version under "Related research" (further below) or search for a different version of it.
Bibliographic InfoArticle provided by Faculty of Economic Sciences, University of Warsaw in its journal Ekonomia journal.
Volume (Year): 5 (2002)
Issue (Month): ()
You can help add them by filling out this form.
reading list or among the top items on IDEAS.Access and download statistics
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Piotr Kochanski).
If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.
If references are entirely missing, you can add them using this form.
If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.
If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.
Please note that corrections may take a couple of weeks to filter through the various RePEc services.