The Quality of Banking Services and Relationships Development in Foreign Owned Estonian Banks

• Autorzy: Velio Vensel
• Języki publikacji: EN

Abstrakty

EN

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)

Słowa kluczowe

EN

Customer; Foreign bank; Banking services; Banking operations; International market

PL

Klient; Banki zagraniczne; Usługi bankowe; Czynności bankowe; Rynki międzynarodowe

• Czasopismo: Raporty. Opracowania. Referaty / Akademia Ekonomiczna w Poznaniu
• Rocznik: 2002
• Numer: nr 20 Foreign Banks and Economic Transition: Papers in Progress
• Strony: 195--217

Twórcy

autor

Velio Vensel

• Tallinn University of Technology, Estonia

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