Contents
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Authors:
Ihor Cherniavskyi, PhD, Head of the branch bank, PJSC CB “PrivatBank”, Ukraine
Khawla S. Abuwande, General Manager, Office Secretary, Ministry of Foreign Affairs, Amman, Jordan
Pages: 84-92
DOI: 10.21272/bel.1(3).84-92.2017
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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.
JEL Classification: C40, G19, G21.
Cite as: 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
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