文章基本信息

标题：Comparative analysis of customer satisfaction in postal and banking services
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作者：Milijanka Ratković ; Milijanka Ratković ; Marko Pavlović 等
期刊名称：BRICS Law Journal
印刷版ISSN：2409-9058
电子版ISSN：2412-2343
出版年度：2017
卷号：1
期号：2
页码：108-120
DOI：10.5937/intrev1702108R
语种：English
出版社：Publshing House V.Ема
摘要：The goal of this study is a comparative analysis of customer satisfaction towards postal and banking services in Serbia. In addition, this paper should provide guidance on how managements of the Post Office and the Bank should behave on the market. The survey was conducted throughout the whole Serbian territory. The subject of the research is to measure the perception of postal and banking services, in order to assess the quality of services and the impact of expectations on the level of perceived quality. Testing and final conclusions about the level of quality of postal and banking services was carried out on the basis of the existing literature and modified SERVQUAL model.
关键词：Consumer Behavior; Satisfaction; Expectations; Perceptions; Servqual Model; Post Office and Bank