ხარისხის მართვის ორგანიზაცია სერვისულ კომპანიებში

Abstract

Master's thesis describes the quality of service and ways to improve it in the Georgian banking sector. The paper describes the quality definition, and why the quality is important. The essence of the quality and approaches to quality management, quality assurance organization, which can lead to poor quality, how is the total quality management, service design general overview, detailed plan, how to manage queues, mass service systems, quality of service priority declaration I ejmentis by, issued some recommendations for companies wishing to have a good quality of service. The paper also includes the strengths and weaknesses of service quality in TBC Bank as well as its peculiarities with Bank of Georgia. In the course of the Master's thesis, the problematic issues that may depend on the high quality of service in the banks. Quantitative research has been conducted by Mastermind for the purpose of verification and verification of these problems and their complexity, which implies an in-depth interview of electronic format. Based on the results of the survey and the respondents' opinions, the aspects identified as problematic issues have been assessed.