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

  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.},
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

From This Paper

Topics from this paper.


Publications referenced by this paper.
Showing 1-10 of 19 references

The customer service in the banking sector as a means of creating a competitive advantage: the case of Attica Bank

E. Kagara, C. Voyiatzis
In Proceeding of Management of International Business and Economics Systems • 2010
View 1 Excerpt

Business Research Methods ( with Qualtrics Card ) , Cengage Learning . 20

W. G. Zikmund, B. J. Babin, J. C. Carr, M. Griffin
View 1 Excerpt

Customer Relationship Management Functions: A Survey of Greek Bank Customer Satisfaction Perceptions

J. Mylonakis
The IUP Journal of Bank Management, • 2009
View 1 Excerpt

Mystery Shopping; A Marketing Research Tool to Measure Customer Satisfaction

K. Saha
Journal of Business and Economic Issues, • 2009
View 1 Excerpt

Probabilistic expert systems for managing information to improve services

M. F. Renzi, P. Vicard, R. Guglielmetti, F. Musella
The TQM Journal, • 2009

Being new-customer friendly: determinants of service perceptions in retail banking

B. Roberts, R. C. Campbell
International Journal of Bank Marketing, • 2007
View 1 Excerpt

Ignorant Advice-Customer Advisory, Service for Ethical Investment Funds, Business Strategy and the Environment

U. Schrader
View 1 Excerpt