ASSESSMENT OF CUSTOMER SATISFACTION OF FINANCIAL ORGANIZATIONS

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

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.

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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.