Cherniavskyi, I.Abuwande, K.S.2017-10-242017-10-242017Cherniavskyi, I., Abuwande, K. S. (2017). Evaluation of Customer Service Quality. Business Ethics and Leadership, 1(3), 84-92. DOI: 10.21272/bel.1(3).84-92.2017http://essuir.sumdu.edu.ua/handle/123456789/61539The 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.encnecustomer service qualityperformance evaluationfactor analysisякість обслуговування клієнтівоцінка ефективностіфакторний аналізкачество обслуживания клиентовоценка эффективностифакторный анализArticle