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Qualittsmanagement in Direktbanken
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Seit Mitte der 90er Jahre verzeichnen Direktbanken in Deutschland einen enormen Aufschwung. Regionale Grenzen und rumliche Nhe werden fr die Kunden immer weniger zu Auswahlkriterien fr eine Geschftsverbindung, und in der hart umkmpften Finanzdienstleistungsbranche zhlt eine herausragende Qualitt daher zu den entscheidenden Erfolgsfaktoren. Christina Meigel-Schleiff untersucht die Qualitt von Direktbanken aus Unternehmens- und aus Kundensicht. Sie analysiert bestehende Qualittsmodelle aus dem Dienstleistungsbereich und konzipiert ein Modell speziell fr das Qualittsmanagement in Direktbanken, das nicht nur die kundenorientierte Absatzseite, sondern auch die Unternehmensrestriktionen bei der Leistungserstellung bercksichtigt.
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