REVISTA DE HUMANIDADES Y CIENCIAS SOCIALES

ASSESSMENT OF CUSTOMER SATISFACTION OF FINANCIAL ORGANIZATIONS

Autores/as

  • Dr. Alexander Gugelev
  • Ph. D. Alexander Khatsenko
  • Ph. D. Ilya Soshinov
  • Ph. D. (C) Galina Mashentseva

Palabras clave:

Assessment methods, Customer, Financial organizations, Quality control

Resumen

The article comprises a set of theoretical and methodological statements and practical suggestions about the modern methods of assessment of customer satisfaction of financial organizations. The main quality control methods include surveys of costumers, collection of statistic data from a survey, mass questionnaires, observation, telephone interviews, personal in-depth interview, focus group, SERVQUAL model and Kano technique. But they all have their advantages and disadvantages discussed in the article.

Publicado

08-01-2020

Cómo citar

Gugelev, Alexander, Alexander Khatsenko, Ilya Soshinov, y Galina Mashentseva. 2020. «ASSESSMENT OF CUSTOMER SATISFACTION OF FINANCIAL ORGANIZATIONS». Revista Inclusiones, enero, 480-89. https://revistainclusiones.org/index.php/inclu/article/view/381.

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