Wykorzystanie metody mystery shopping w badaniu jakości usług finansowych
Mystery shopping approach in assessing quality of financial services

Summary/Abstract: Financial institutions operating in the Polish market use different forms of service delivery system (direct contact, telemarketing, Internet) – trying to achieve the highest level of place and time utility. This paper presents the outcomes of research, that aimed to establish, whether the perceived service quality in most common types of service delivering channels is similar. The mystery shopping approach was used in described research, to recognize the real customer attitudes and experiences.

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