APPLICATION OF CUSTOMER SATISFACTION INDEX MODELS IN CORPORATE BANKING

APPLICATION OF CUSTOMER SATISFACTION INDEX MODELS IN CORPORATE BANKING

HRISINA HRISTOVA

Abstract

The purpose of the paper is to assess the most widely used index models for customer satisfaction measurement in the world (SCSB, ACSI, ECSI/EPSI). On the basis of comparison between them, their main strengths and weaknesses are derived. In this way the usefulness of the European model is outlined and its applicability in corporate banking is justified. The results of EPSI application in Europe are studied and the necessity of introducing a similar model in the Bulgarian banking sector is brought out.

Key words

customer satisfaction measurement, corporate banking, SCSB, ACSI, ECSI/EPSI

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