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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
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)

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