Evaluation of Customer Service Quality

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Title	Evaluation of Customer Service Quality
Authors	Cherniavskyi, I. Abuwande, K.S.
ORCID
Keywords	customer service quality performance evaluation factor analysis якість обслуговування клієнтів оцінка ефективності факторний аналіз качество обслуживания клиентов оценка эффективности факторный анализ
Type	Article
Date of Issue	2017
URI	http://essuir.sumdu.edu.ua/handle/123456789/61539
Publisher	Sumy State University
License	Copyright not evaluated
Citation	Cherniavskyi, I., Abuwande, K. S. (2017). Evaluation of Customer Service Quality. Business Ethics and Leadership, 1(3), 84-92. DOI: 10.21272/bel.1(3).84-92.2017
Abstract	The article proposes an approach to evaluating the quality of customer service based on a system of criteria of reliability, reactivity, competence and empathy of personnel, organization of the process of providing services. The calculations of this approach are demonstrated on the example of banks. In the process of research we have used the following methods of scientific research: factor analysis, main component method, statistical observation.
Appears in Collections:	Business Ethics and Leadership (BEL)