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Determinantes Da Qualidade Do Serviço No Sistema Bancário Grego

Determinantes Da Qualidade Do Serviço No Sistema Bancário Grego

          
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About the Book

Este estudo visa contribuir para melhorar o nível de compreensão existente no que diz respeito aos determinantes da qualidade do serviço e os seus efeitos sobre o comportamento dos clientes na indústria bancária grega e reduzir a lacuna existente na literatura. Esperamos que as conclusões tiradas sejam bem-vindas pela direcção das instituições bancárias e que sejam bem aproveitadas para progredir na sua posição competitiva no mercado. Pesquisas anteriores em mercados internacionais demonstraram que a imagem corporativa das instituições bancárias depende em grande medida da excelência da sua prestação de serviços e da sua capacidade de manter relações duradouras com os seus clientes. Esperamos que as nossas conclusões se tornem uma base útil para a continuação da investigação no mercado grego ou em outros mercados de serviços financeiros. É desenvolvida uma escala do tipo SERVQUAL especialmente adaptada à indústria bancária grega, avaliar a fiabilidade e validade da escala e detectar a sua estrutura factorial. A análise de Importância-Performance é utilizada para fornecer orientação estratégica às instituições bancárias gregas sobre a utilização dos seus esforços e recursos de qualidade no sentido de melhor corresponder às necessidades e expectativas dos seus clientes.


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Product Details
  • ISBN-13: 9786202947930
  • Publisher: KS Omniscriptum Publishing
  • Publisher Imprint: Edicoes Nosso Conhecimento
  • Height: 229 mm
  • No of Pages: 72
  • Spine Width: 4 mm
  • Width: 152 mm
  • ISBN-10: 6202947934
  • Publisher Date: 29 Oct 2020
  • Binding: Paperback
  • Language: Portuguese
  • Returnable: N
  • Weight: 118 gr


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