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The Importance of the Service Delivery Process in Achieving High Customer Satisfaction in Banking Services Industry

Author

Listed:
  • Asandei Mihaela

    (“Constantin Brancoveanu” University of Pitesti)

  • Micuda Dan

    (“Constantin Brancoveanu” University of Pitesti)

Abstract

More and more in recent times credit institutions are replacing traditional brick and mortar agencies with technology focused on changing the behavior patterns of customers and streamlining the delivery process of their services. The main factors that promote this growing trend are the increasing cost of personnel and the reliability associated with these new ways of service delivery with the aid of technology. Although this is an increasing trend, there are still banking services that require a high level of interaction between the client and the bank personnel, thus combining bank employees and technology in one smooth process of service delivery it is often a difficult task to achieve for decision makers. The present paper examines the different ways that can be taken in order to build and improve a superior service delivery process and the consequences that decisions at this level have on customer satisfaction and retention.

Suggested Citation

  • Asandei Mihaela & Micuda Dan, 2011. "The Importance of the Service Delivery Process in Achieving High Customer Satisfaction in Banking Services Industry," Ovidius University Annals, Economic Sciences Series, Ovidius University of Constantza, Faculty of Economic Sciences, vol. 0(1), pages 115-119, May.
    • Handle: RePEc:ovi:oviste:v:11:y:2011:i:1:p:115-119
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    More about this item

    Keywords

    banking services; delivery processes; quality;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages

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