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Management of credit institution customer service quality: Methods and tools

Vol. 24, Iss. 11, NOVEMBER 2018

Received: 25 July 2018

Received in revised form: 8 August 2018

Accepted: 22 August 2018

Available online: 29 November 2018

Subject Heading: Banking

JEL Classification: G21, M10

Pages: 2614–2628

Novokreshchenova O.A. National Research Ogarev Mordovia State University (MRSU), Saransk, Republic of Mordovia, Russian Federation

ORCID id: not available

Subject This article discusses the peculiarities of applying the concept of Total Quality Management in the activities of credit organizations.
Objectives The article aims to develop a classification of methods and tools of quality management taking into account the peculiarities of the credit organization's activities.
Methods For the study, I reviewed the approaches to the classification of methods and tools of quality management described in the scholar literature and regulatory documents.
Results The article presents a classification of the quality management tools of credit organization customers. This classification helps determine the necessary tools based on the task facing the credit organization and the planned degree of customer's involvement in conducting feedback.
Conclusions The article notes that the approaches to the classification of quality management tools of customer service, taking into account the specifics of the credit organization's activities are insufficiently described in the existing scholarly and research literature.

Keywords: service, credit institution, quality management, tools


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