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Qualitt im Virtual Banking

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Product Details

Brand
Springer Nature
Manufacturer
N/A
Part Number
0
GTIN
9783824475575
Condition
New
Product Description

In den vergangenen Jahren hat sich der elektronische Vertrieb von Finanzdienstleistungen zu einem bedeutenden Faktor im Multi-Channel-Vertrieb von Retail-Banken entwickelt. Whrend im stationren Vertrieb Qualittsmanagement und Kundenzufriedenheitsprogramme erfolgreich eingefhrt wurden, erreicht der Service ber neue elektronische Vertriebskanle, z. B. das Internet, das etablierte Qualittsniveau allerdings nicht. Rcklufige Kundenzahlen, nachlassende Bindung und somit mangelnde Profitabilitt sind die Folge. Klaus Schler untersucht, welche Faktoren den Vertriebserfolg durch Qualitt im Virtual Banking bestimmen und wie Banken Qualittsmanagement kanalbergreifend im Retail Banking umsetzen knnen. Er zeigt, wie elektronische Finanzdienstleistungen effizient und Kundennutzen-optimiert gestaltet werden knnen und in welchem Umfang die Profitabilitt durch Qualittsmanagement gesteigert werden kann.

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