Object's details: Ocena jakości obsługi klienta metodą mystery shopping na przykładzie banku

Description

• PLMET:
  
  http://confluence.man.poznan.pl/community/display/FBCMETGUIDE
• Title:
  
  
  Ocena jakości obsługi klienta metodą mystery shopping na przykładzie banku
• Alternative title:
  
  
  Assessment of customer service quality using the mystery shopping method based on the example of a bank
• Group publication title:
  
  
  Ekonomia – Wroclaw Economic Review. 2019, 25/2
• Creator:
  
  
  Wicka, Aleksandra
   ;
  Podlińska, Olga
  
• Subject and Keywords:
  
  
  mystery shopping
   ;
  quality of customer service
   ;
  assessment of service quality
• Description:
  
  Od 2013: Ekonomia – Wroclaw Economic Review
• 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.
• Place of publishing:
  
  
  Wrocław
• Publisher:
  
  
  Wydawnictwo Uniwersytetu Wrocławskiego
• Contributor:
  
  
  Machaj, Mateusz
  :
  Redaktor,
• Date issued:
  
  2019
• Resource Type:
  
  
  text
   ;
  
  
  tekst
• Detailed Type:
  
  
  article
   ;
  
  
  artykuł
• Identifier:
  
  oai:repozytorium.uni.wroc.pl:136452  ; https://doi.org/10.19195/2084-4093.25.2.3  ;
  ISSN 0239-6661
   ;
  ISSN 2084-4093
• Language:
  
  pol
• Abstract Language :
  
  eng
• Relation:
  
  
  Acta Universitatis Wratislaviensis, 0239-6661, No 3941
• WUL Catalog:
  
  
  https://katalog.bu.uni.wroc.pl/lib/item?id=chamo:109884
• Is version of:
  
  
  Czasopisma Naukowe w Sieci
• Access rights:
  
  
  The use of this material is allowed only with accordance of applicable rules of fair use or other exceptions provided by law, and any broader use requires the permission of the authorized entity
   ;
  
  
  Korzystanie z tego materiału jest możliwe zgodnie z właściwymi przepisami o dozwolonym użytku lub innych wyjątkach przewidzianych w przepisach prawa, a korzystanie w szerszym zakresie wymaga uzyskania zgody uprawnionego
• License:
  
  
  Making materials available on the basis of the agreement with the owner of the property copyrights
   ;
  
  
  Udostępnianie na podstawie umowy z właścicielem majątkowych praw autorskich
• Rights holder:
  
  Copyright by Wydawnictwo Uniwersytetu Wrocławskiego Sp. z o.o., Wrocław 2019
   ;
  Copyright by CNS
• Location of original object:
  
  
  Biblioteka Wydziału Prawa, Administracji i Ekonomii
• Autor opisu:
  
  WR U/PAdks

Object is located in the collections:

Additional information

• Creation date: 2023-02-14
• Last modification date: 2024-08-29
• Content object's number of views: 369
• You could also download the object's description in these formats:
  RDF
   ;
  OAI-PMH
• Download IIIF manifest:
  https://repozytorium.uni.wroc.pl/iiif-manifest/manifest/136452/PDF.json