Monitoring and improving Greek banking services using Bayesian Networks: An analysis of mystery shopping data

@article{Tarantola2012MonitoringAI,
  title={Monitoring and improving Greek banking services using Bayesian Networks: An analysis of mystery shopping data},
  author={Claudia Tarantola and Paola Vicard and Ioannis Ntzoufras},
  journal={Expert Syst. Appl.},
  year={2012},
  volume={39},
  pages={10103-10111}
}
Mystery shopping is a well known marketing technique used by companies and marketing analysts to measure quality of service, and gather information about products and services. In this article, we analyse data from mystery shopping surveys via Bayesian networks in order to examine and evaluate the quality of service offered by the loan departments of Greek banks. We use mystery shopping visits to collect information about loan products and services and, by this way, evaluate the customer… CONTINUE READING

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