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Vensel Velio (Tallinn University of Technology, Estonia)
The Quality of Banking Services and Relationships Development in Foreign Owned Estonian Banks
Raporty. Opracowania. Referaty / Akademia Ekonomiczna w Poznaniu, 2002, nr 20, s. 195-217, tab., bibliogr. 30 poz.
Tytuł własny numeru
Foreign Banks and Economic Transition: Papers in Progress
Słowa kluczowe
Klient, Banki zagraniczne, Usługi bankowe, Czynności bankowe, Rynki międzynarodowe
Customer, Foreign bank, Banking services, Banking operations, International market
The main results of a sample survey undertaken among retail customers of Estonian foreign owned commercial banks are presented and analysed. The main aims of the survey were: (1) to identify the characteristics of most important bank choice and bank-customer contacts; (2) to evaluate the range and quality of bank services and bank activities, (3) to evaluate value creation in the process of bank-customer relationships. The survey results lead to some conclusions about the necessity of changes in banks' behaviour towards quality-directed and relations-improvement activities for maintaining and improving banks' position in a very competitive international market. (original abstract)
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Biblioteka Główna Uniwersytetu Ekonomicznego w Poznaniu
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