Evaluation of Customer Service Quality
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Date
2017
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Sumy State University
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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.
Keywords
customer service quality, performance evaluation, factor analysis, якість обслуговування клієнтів, оцінка ефективності, факторний аналіз, качество обслуживания клиентов, оценка эффективности, факторный анализ
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