Kvalitativní aspekty finančních služeb
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Bakalářská práce Kvalitativní aspekty finančních služeb je zaměřena na problematiku kvality finančních služeb uzavřených u bankovních a nebankovních institucí. Hlavním cílem práce je na základě průzkumu, provedeného autorkou práce v rámci mystery shoppingu, potvrdit nebo vyvrátit stanovená tvrzení charakterizující kvalitu finančních služeb, konkrétně spotřebitelského úvěru. Dílčím cílem je definovat aspekty kvality finančních služeb a pomocí těchto aspektů vyhodnotit, zda finanční instituce poskytly klientovi kvalitní finanční službu. Tvrzení se týkají jednotlivých definovaných aspektů kvality, jako je transparentnost nabídek, kvalifikovanost zaměstnanců a především péče bank o klienty.První kapitola obsahuje pohled na finanční služby a především spotřebitelský úvěr v kontextu české ekonomiky a legislativy. V druhé kapitole je rozebrán pojem kvalita služeb a jsou definovány kvalitativní aspekty spotřebitelského úvěru na základě odborné literatury a rozhovorů s odborníky. Další kapitoly vyhodnocují jednotlivé mystery shoppingy provedené v bankovních a nebankovních institucích, s cílem ověřit stanovená tvrzení. Data získaná v průzkumu byla analyzována, a na základě výsledků byla tvrzení potvrzena nebo vyvrácena. Závěrečná kapitola shrnuje zjištěné problémy kvality a nabízí jejich návrhy na zlepšení.
The bachelor thesis focuses on the quality of financial services concluded at banking and non-banking institutions. The main aim of the work is to confirm or deny the statements that were set and characterize the quality of financial services, particularly consumer loan. The results are based on survey that was carried out by author of the thesis in mystery shopping. Partial aim is to define the qualitative aspects of financial services and also to evaluate the quality of provided services to clients by financial institutions based on these aspects. The statements that were set are related to the defined aspects of quality such as transparency of offers, staff qualification and especially the way banks care about their clients.The first chapter contains an overview of the financial services and consumer loans primarily in the context of the Czech economy and legislation. The second chapter describes the concept of quality of services and defines the qualitative aspects of consumer loan based on specialised literature and interviews with experts. Following chapters evaluate each of mystery shoppings that were performed in banks as well as non-banking institutions in order to prove the statements that were set in the beginning. Data obtained in the survey were analysed and the statements were confirmed or denied. The final chapter summarizes problems of quality found in organisations and offers suggestions for improvement.
The bachelor thesis focuses on the quality of financial services concluded at banking and non-banking institutions. The main aim of the work is to confirm or deny the statements that were set and characterize the quality of financial services, particularly consumer loan. The results are based on survey that was carried out by author of the thesis in mystery shopping. Partial aim is to define the qualitative aspects of financial services and also to evaluate the quality of provided services to clients by financial institutions based on these aspects. The statements that were set are related to the defined aspects of quality such as transparency of offers, staff qualification and especially the way banks care about their clients.The first chapter contains an overview of the financial services and consumer loans primarily in the context of the Czech economy and legislation. The second chapter describes the concept of quality of services and defines the qualitative aspects of consumer loan based on specialised literature and interviews with experts. Following chapters evaluate each of mystery shoppings that were performed in banks as well as non-banking institutions in order to prove the statements that were set in the beginning. Data obtained in the survey were analysed and the statements were confirmed or denied. The final chapter summarizes problems of quality found in organisations and offers suggestions for improvement.
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kvalita, finanční služby, spotřebitelský úvěr, banky, nebankovní instituce, mystery shopping, Česká spořitelna, UniCredit Bank, Air Bank, Home Credit, Cofidis, Zonky, quality, financial services, loan, bank, non-bank organisation, mystery shopping, Česká spořitelna, UniCredit Bank, Air Bank, Home Credit, Cofidis, Zonky