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Messung und Sicherstellung der Dienstleistungsqualität im Kreditgewerbe
Ansatzpunkte eines umfassenden Qualitätsmanagements im Finanzdienstleistungssektor (Teil II)
Credit and Capital Markets – Kredit und Kapital, Vol. 30 (1997), Iss. 4 : pp. 605–629
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Manfred Bruhn, Basel
References
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Abstract
Measuring and Ensuring the Quality of Services in the Credit Industry
Approaches to Comprehensive Quality Management in the Financial Services Sector (Part II)
The discussion about the quality of services (from an entrepreneurial perspective) and about customer satisfaction (from a client perspective) has considerably gained in intensity in recent years. In response to the discussion about the theoretical bases of a quality management concept for financial services providers, Part I of this contribution suggests methods for empirical service quality recording. A survey done with customers and the staff of two financial institutions is used as an example for discussing the requirements pertaining to the design of an empirical study as well as selected results of the enquiry as an approach to comprehensive quality management. The subsequent chapters discuss the requirements to be met by quality management systems in banking as well as the individual phases of such quality management systems. In this context, special attention must be paid to questions regarding the implementation and institutionalisation of a quality management concept so as to permit a continuing process of quality management within the company.