In client-oriented approach

In the client-oriented approach becomes important improvement of the quality of customer service that is associated with the action of a set of factors. The range of banking services is measured using quantitative and qualitative parameters: the number of banking services in comparison with other banks, the number of special packages for each target customer group, the most satisfying their needs and create a price attractive by reducing the cost of services in the package. Analysis of the prices of all banking is done by comparing them with the prices of bank competition. The comparison is made taking into account such factors as the efficiency of client solutions of problems, the level of organization of the process of customer service, convenience and variety of distribution channels for banking services. In this case customers pay attention to the existence of a wide choice of service channels (internet, telephone, ATM, etc.), courtesy and staff qualifications, location, interior design and space bank their adaptability to customer service, parking available, and others. staff - the economic value added per employee, to assess the amount of certain factors must be added and other factors, in particular: the number of errors made by staff of the bank during the cash, settlement, lending and other operations due date each transaction, the number of customer complaints etc. . Topic: Analysis of controlling