文章基本信息

标题：The Importance of the Service Delivery Process in Achieving High Customer Satisfaction in Banking Services Industry
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作者：Asandei Mihaela ; Micuda Dan
期刊名称：Ovidius University Annals: Economic Sciences Series
电子版ISSN：2393-3127
出版年度：2011
卷号：11
期号：1
语种：English
出版社：Ovidius University Press
摘要：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.
关键词：banking services;delivery processes;quality