Academic Search Research and Developement (EBSCO)
Now showing 1 - 2 of 2
- This paper studies the scientific approaches of customer satisfaction and determinants influencing an overall customer satisfaction. Analyzing the concepts of satisfaction, it was found that the greatest impact on customer satisfaction with commercial banks has the service quality. Also the elements influencing the service quality were identified and investigated. These elements were as follows: understanding the business environment, commuting, flexibility, communication skills, interest in small and medium-sized businesses, speed of decision-making, responding to customer needs, awareness, level of expertise, reliability. After statistical investigation it was found that only understanding the business environment, flexibility, communication skills and level of expertise are statistically significant elements. As a consequence, the regression model of small and medium-sized companies’ satisfaction with commercial banks’ services’ quality was established.
- conference paper
;Practice and research in private and public sector - 2012 : conference proceedings : international scientific conference, April 26 - 27, 2012. [Elektroninis išteklius] / Mykolas Romeris university.- 1 elektron. opt. diskas. , 2012., p. 268-278Lithuania's economy for over 20 years moves on rails of market economy. Over twenty years levers of market economy were developed, the contours of the market were formulated, but in many cases, socio-economic indicators of the satisfaction of the population and quality of living is poor in terms of physical or spiritual needs. In order to consolidate the internal and external resources it is necessary to put foundation for a systematic and consistent coordination. In this context, strategic planning becomes critical. Under conditions of globalization of the economy, strategy comes to be complex and multi-stage process. The changing environment is transforming the social and economic processes in society. These processes are not completely spontaneous and uncontrolled. Prerogative of the State is to combine social, economic, technological, cultural resources built on the achievements of scientific progress and improve quality of the social economic characteristics of the life. This paper deals with ―Lithuania 2030‖strategy which should provide country's development guidelines for nearest 20 years. An overview of the Strategy vision, objectives and tasks are discussed in this paper. Give a short statistical analysis showing the vision of the priorities of the strategy reflecting dissonance with the actual socio-economic situation of the country. The analysis shows that the country needed reform of the social economic situation, which should be oriented to person, education, health and social and economic changes of societal structure. Unfortunately, the strategy of Lithuania 2030 only provides general-oriented principles.