The Ministry of Education of Azerbaijan Republic unec sabah azerbaijan State Economic University

Table Content

Figure 1. Key features of the services...............….......………………….…….…..12

Table 1. Classification of service facilities by type of customer relations...................…………………………………...........…...................……...16

Table 2. Service Product.…….....................................................…………………22

Table 3. Perceived Service Quality Model .........………........…………….......…..33

Figure 2 . Internal customer hierarchy ………………………........………………35

Figure 3 . External customer hierarchy ………………….....……..................……37

Figure 4. Hierarchy of expectations.…………………………...............................42

Diagram 1. Gender…………………………………………………...................... 46

Diagram 2. Age........................................................................................................47

Diagram 3. Level of education…………………………………………………….48

Diagram 4. Marital status ………………………………………………………....48

Diagram 5. Business activities …………………………………..……..................49

Diagram 6. Monthly average income range of the respondents…...........................50

Diagram 7. Level of satisfaction from the use and performance of the Bank.........................................................................................................................51

Diagram 8. Used bank …..………………………………………………………...52

Diagram 9.................................................................................................................54

Diagram 10...............................................................................................................55

Diagram 11………………………………………………………………...………55

Diagram 12...............................................................................................................57

Diagram 13...............................................................................................................58

Diagram 14...............................................................................................................59

Diagram 15. Indicate your reason for choosing a bank............................................59

Diagram 16. A tool that connects you with banks...................................................60

Diagram 17. Monthly number of transactions.........................................................61

Diagram 18. Use format...........................................................................................62