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Regular version of the site

Student
Title
Supervisor
Faculty
Educational Programme
Final Grade
Year of Graduation
Iana Martianova
Research of Private Clients Satisfaction by Services Quality of Bank
Economics
(Bachelor’s programme)
2017
In the context of global competition to achieve high profitability, a bank must build long-term relationships with valuable clients for a bank. Improving the quality of services is one of the priority objectives of a bank to build a trusting relationship with clients. Identification of factors contributing to increasing customer satisfaction, will develop an effective strategy for stimulating the development of long-term customer relationships and improved financial performance of a bank.

The aim of this research is to analyze the factors of service quality for private customers, enhancing the profitability and efficiency of Russian banks. The main objectives were the development of tools measuring customer satisfaction with service quality, multivariate econometric analysis of the formation of customer satisfaction and examine the relationship of customer satisfaction and financial performance of Russian banks.

In the context of research has studied the existing methods of evaluation of customer satisfaction. None of the discussed methods are not applicable to the Russian banking sector. For a comprehensive study of satisfaction of customers of Russian banks using a combination of methodological approaches of SERVQUAL and CSI allowed us to obtain more meaningful results.

The result revealed the existence of significant positive relationship between satisfaction with quality of services provided and revenues of the Russian banks, in particular the greatest impact on the growth of satisfaction provide efficient problem solving, professionalism of staff, comfort of the office, clear advice and customer confidence in a bank. The results of the study can be used in the practice of Russian banks to improve those parameters that are of most importance. This will lead to increased satisfaction that will serve as a driver of growth of efficiency of activities of Russian banks.

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