Banking Services and Perception of Their Quality by Micro and Small Firms in Poland Results of Research in the Region of Wielkopolska

• Autorzy: Alfred Janc , Monika Malinowska , Anna Matysek
• Języki publikacji: EN

Abstrakty

EN

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)

Słowa kluczowe

EN

Banks; Banking services; Financial services; Quality of services

PL

Banki; Usługi bankowe; Usługi finansowe; Jakość usług

• Czasopismo: Raporty. Opracowania. Referaty / Akademia Ekonomiczna w Poznaniu
• Rocznik: 2002
• Numer: nr 20 Foreign Banks and Economic Transition: Papers in Progress
• Strony: 249--258

Twórcy

autor

Alfred Janc

• Poznań University of Economics, Poland

autor

Monika Malinowska

• Poznań University of Economics, Poland

autor

Anna Matysek

• Poznań University of Economics, Poland

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.