@misc{Wicka_Aleksandra_Ocena_2019,
 author={Wicka, Aleksandra and Podlińska, Olga},
 copyright={Copyright by Wydawnictwo Uniwersytetu Wrocławskiego Sp. z o.o., Wrocław 2019},
 copyright={Copyright by CNS},
 address={Wrocław},
 howpublished={online},
 year={2019},
 publisher={Wydawnictwo Uniwersytetu Wrocławskiego},
 language={pol},
 abstract={The aim of the article is to assess the quality of customer service in a bank using the “mystery shopper” method in the context of the binding service standards. The article was prepared on the basis of data from primary and secondary sources. As part of the mystery shopping research, 1,388 audit swere conducted in 2018 and 2019. As a result of the conducted analyses, it was found that most ofthe analyzed criteria influencing customer satisfaction with the service in the examined bank are ata very good level (over 91% of positive indications). One element of the service provision process (a discreet greeting of an entering customer) needs to be improved as its rating was positive only in 56% of indications, which gives an equivalent of a pass mark.},
 type={text},
 title={Ocena jakości obsługi klienta metodą mystery shopping na przykładzie banku},
 doi={https://doi.org/10.19195/2084-4093.25.2.3},
 keywords={mystery shopping, quality of customer service, assessment of service quality},
}