Darbo tema "BANKO PASLAUGŲ KOKYBĖS GERINIMAS AB BANKE „NORD/LB“ LIETUVA"Darbo objektas - AB bankas „NORD/LB" Lietuva.Pirmoje dalyje pateikta kliento ir paslaugų tekėjo sąveikos teorinė analizė. Antroje dalyje analizuojamas atliktas tyrimas. Trečioje darbo dalyje pateikiamos paslaugų teikėjo ir kliento sąveikos tobulinimo rekomendacijos. Darbo pabaigoje pateikiamos išvados bei rekomendacijos. / Services are one of the fastest growing economical sectors in all worlds, including Lithuania. One of the most important parts of this sector is financial services, which produces more than 25 % of all services' sector income. One of the financial services main characteristics - money and time, requiring total assurance between services' conveyor and customer. So, a very important thing in financial services is quality of process, based on interaction between services' conveyor and customer. The purpose of this work is to make the instruments to improve the quality of interaction between " NORD/LB" Lietuva bank and its individual customers after the determination of current quality level. Based on this purpose, in the first part of this work was analyzed the current situation in Lithuania's financial services and the perception level of services quality. The analysis showed that the interaction between services' conveyor and customer is one of the main factors to success in banking sector, influencing the trust of current and potential customers and directly with this connected market share growth. In the second part of this work was made the analysis of scientific literature, with the purpose to estimate theoretical background of interaction marketing use in banking services sector. Based on this analysis was made the client's and banking services' conveyor interaction model, which was used in "NORD/LB" Lietuva services quality analysis. The analysis of "NORD/LB" Lietuva and... [to full text]
| Identifer | oai:union.ndltd.org:LABT_ETD/oai:elaba.lt:LT-eLABa-0001:E.02~2006~D_20090908_012004-65843 |
| Date | 08 September 2009 |
| Creators | Galvonaitė, Alina |
| Contributors | Žilinskas, Gintaras, Vilnius University |
| Publisher | Lithuanian Academic Libraries Network (LABT), Vilnius University |
| Source Sets | Lithuanian ETD submission system |
| Language | Lithuanian |
| Detected Language | English |
| Type | Master thesis |
| Format | application/pdf |
| Source | http://vddb.library.lt/obj/LT-eLABa-0001:E.02~2006~D_20090908_012004-65843 |
| Rights | Unrestricted |
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