文章基本信息

标题：THE ESTIMATION OF BANKING SERVICES QUALITY BY USING THE MYSTERY SHOPPING METHOD
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作者：Nistor Razvan Liviu Zagan Zelter Diana
期刊名称：Annals of the University of Oradea : Economic Science
印刷版ISSN：1222-569X
电子版ISSN：1582-5450
出版年度：2009
卷号：XVIII
期号：04
出版社：University of Oradea
摘要：The continous increase in consummers‘expectations as well as fierce competition, is turning quality into a necessary condition for being succesful.On long run, the quality of a company services is the most important factor influencing the profit and the surest way of increasing the turnover and the market share, because it allows „attracting new customers, a higher business volume with the existing ones and losing as few clients as possible‖ The general aim of this study is to offer a practical perspective on the quality of services in order to reinforce certain concepts such as: typology (technical quality versus functional quality), the dimensions and the evaluation of quality. By analyzing the dimensions of quality, the measurement modalities and their improvement, the present research offers instruments for understanding the significance of this „irreprochable service‖.
关键词：quality, evaluation, banking services, the mystery client