The Importance of the Service Delivery Process in Achieving High Customer Satisfaction in Banking Services Industry

Asandei Mihaela () and Micuda Dan ()
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Asandei Mihaela: “Constantin Brancoveanu” University of Pitesti
Micuda Dan: “Constantin Brancoveanu” University of Pitesti

Ovidius University Annals, Economic Sciences Series, 2011, vol. XI, issue 1, 115-119

Abstract: More and more in recent times credit institutions are replacing traditional brick and mortar agencies with technology focused on changing the behavior patterns of customers and streamlining the delivery process of their services. The main factors that promote this growing trend are the increasing cost of personnel and the reliability associated with these new ways of service delivery with the aid of technology. Although this is an increasing trend, there are still banking services that require a high level of interaction between the client and the bank personnel, thus combining bank employees and technology in one smooth process of service delivery it is often a difficult task to achieve for decision makers. The present paper examines the different ways that can be taken in order to build and improve a superior service delivery process and the consequences that decisions at this level have on customer satisfaction and retention.

Keywords: banking services; delivery processes; quality (search for similar items in EconPapers)
JEL-codes: G21 M31 (search for similar items in EconPapers)
Date: 2011
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Persistent link: https://EconPapers.repec.org/RePEc:ovi:oviste:v:11:y:2011:i:1:p:115-119

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