Банковият персонал - фактор за клиентската миграция в дребното банкиране
Bank Staff - Factor for the Customer Migration in Retail Banking

Summary/Abstract: Retail banking today faces the challenges of constantly rising consumer expectations and emergence of new technologies and competitors. In this market situation, the minimization of customer migration is a premise for maintaining the leadership of credit institutions. The purpose of this paper is to investigate the impact of some basic factors, that have influence on customer migration in retail banking, with a focus on the key role of bank staff in this complex relationship. The results, based on a survey and statistical analysis, show that a significant impact on the client migration has the quality of service, determined by the professionalism and the personal qualities of the bank staff.

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