LEAN BANKING – INNOWACYJNE PODEJŚCIE DO BANKOWOŚCI
نویسندگان
چکیده
منابع مشابه
Banking on Lean Advantage
T he imprint of operations on a bank’s performance is hard to overstate—and extends well beyond the back office. Although the word operations implies something mechanical—perhaps impersonal—such activities and processes have a profound impact on customer satisfaction and retention. More than many other factors, operations influence how a customer views a bank. Years ago, pioneers in other indus...
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We study customers’ adoption and subsequent switching decisions, with regard to a menu of three-part tariff plans offered by a commercial bank. Using a rich panel data set covering 70,000 fee-based checking accounts over 30 months, before and after the introduction of the plans, we find that most customers adopt non-cost-minimizing plans, preferring plans with large monthly allowances and high ...
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ژورنال
عنوان ژورنال: Quality Production Improvement
سال: 2017
ISSN: 2544-2813
DOI: 10.30657/qpi.2017.07.01