Assessment of the quality of banking servi ces from the standpoint of customers on the basis of hierarchical linguistic assessment models

Abstract

Purpose: development of customer quality assessing methods under low formalization conditions. Discussion: there are different groups of customers distinguished different characteristics of quality, which often are multi-level hierarchical. In this context, we represent quality estimation model as a multi-level hierarchical structure. Results: the article describes an algorithm to obtain an integrated assessment of the quality of banking services from the perspective of Bank customers. The algorithm is based on multilevel hierarchical linguistic model evaluation quality, the algorithm is based on the evaluation of the quality through the identification of the degree of conformance expectations and perception of the quality level based on specific criteria and specia