Determinants of Quality of Banking Services
Due 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.
Volume (Year): 5 (2002)
Issue (Month): ()
|Contact details of provider:|| Postal: ul. Dluga 44/50, 00-241 Warszawa|
Phone: +48 +22 5549184
Fax: (+48 22) 831 28 46
Web page: http://www.wne.uw.edu.pl
More information through EDIRC
|Order Information:|| Web: http://ekonomia.wne.uw.edu.pl Email: |
When requesting a correction, please mention this item's handle: RePEc:eko:ekoeko:5_38. See general information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Marta Höffner)
If references are entirely missing, you can add them using this form.