Pomiar jakości procesu realizacji usługi bankowej
Quality measurement of the banking service process

Summary/Abstract: The purpose of the paper is the possibility of applying the method of monitoring and process simulations in the measurement of the banking service quality level. The presentation of the problem of the quality measurement in banking is based on the way of customer complaints in banks in Poland. Simulation tool with some analysis in different ways can be used for clarifying the claims process. The data of the times and costs of the process come from one of the banks in Poland. Simulation and monitoring are carried out with the use of ADONIS – business process management system. Applying methods show usefulness of customer complaints process modeling for higher quality of banking services.

• Details
• Contents