- Autor
- Janc Alfred (Poznań University of Economics, Poland), Malinowska Monika (Poznań University of Economics, Poland), Matysek Anna (Poznań University of Economics, Poland)
- Tytuł
- Banking Services and Perception of Their Quality by Micro and Small Firms in Poland Results of Research in the Region of Wielkopolska
- Źródło
- Raporty. Opracowania. Referaty / Akademia Ekonomiczna w Poznaniu, 2002, nr 20, s. 249-258, tab., bibliogr. 5 poz.
- Tytuł własny numeru
- Foreign Banks and Economic Transition: Papers in Progress
- Słowa kluczowe
- Banki, Usługi bankowe, Usługi finansowe, Jakość usług
Banks, Banking services, Financial services, Quality of services - Uwagi
- summ.
- Kraj/Region
- Wielkopolska
Wielkopolska - Abstrakt
- The fundamental problem for a bank, which is trying to adopt its offer to the clients' needs, is the necessity of continuous monitoring of clients' acceptance for improvements, which find expression in perception of banking services, their quality and conformity to the clients' expectations concerning financial service. This paper presents and analyses some results of a survey that was undertaken among small and medium size enterprises in Poland in the beginning of 2001 in the province of Wielkopolska among group of micro and small firms. The first part of this paper is a comparative analysis of respondents' attitude to banking service (by comparison of some aspects e.g.: a number of banks, which services are used by enterprises, a variety of financial services). In second part we are concentrating on perception of banking service quality by SMEs. (original abstract)
- Dostępne w
- Biblioteka Główna Uniwersytetu Ekonomicznego w Poznaniu
- Bibliografia
-
- Janc, A., Krymarys-Balcerzak, A. (1999). Charakter i jakość relacji finansowych między bankami i przedsiębiorstwami w świetle badań ankietowych, Finanse i bankowość a wejście Polski do Unii Europejskiej, Warszawa-Pułtusk, SGH.
- Janc, A., Sury-Walterowicz, M. (1998). Funkcjonowanie małych przedsiębiorstw i ich związki z bankami: porównanie wyników badań ankietowych, Finanse i bankowość - dźwignie wzrostu gospodarczego, część II, Międzyzdroje, Uniwersytet Szczeciński.
- Le Blanc, G., Nguyen, N. (1988). 'Customers' perceptions of service quality in financial institutions', International Journal of Bank Marketing, nr 4 (Vol. 6), pp. 7-18.
- Parasuraman, A., Zeithaml, V.A., Berry, L.L. (1985). 'A Conceptual Model of Service Quality and Its Implication for Future Research', Journal of Marketing, Vol. 49, pp. 41-49.
- Zeithaml, V.A., Parasuraman, A., Berry, L.L. (1980). Delivering Quality Service. Balancing Customer Perceptions and Expectations, New York, The Free Press.
- Cytowane przez
- ISSN
- 1429-8848
- Język
- eng
