European Journal of Service Management

Wcześniej: Zeszyty Naukowe Uniwersytetu Szczecińskiego. Service Management

ISSN: 2450-8535     eISSN: 2451-2729    OAI    DOI: 10.18276/ejsm.2018.25-23
CC BY-SA   Open Access 

Lista wydań / Vol. 25, 1/2018
Internal audit as a tool for quality control of customer service – case study

Autorzy: Danuta Mierzwa

Mateusz Gędłek
Słowa kluczowe: audit financial advisory customer service quality financial result
Rok wydania:2018
Liczba stron:9 (189-197)
Cited-by (Crossref) ?:


The article presents the results of research conducted in a financial advisory firm. The main purpose of the study was to answer the question whether internal auditing improves customer service quality and has an impact on the company’s financial performance. The study was conducted in the years 2014–2017. The Authors sought to answer the question by means of a number of research methods and techniques. The first of them was the analysis of source texts, where a variety of expert opinions were confronted over a selected research period, and the results of a survey conducted among financial advisors of the selected company. The presented research has shown unequivocally that improving the quality of customer service by verifying relevant areas through internal audit ensures that a larger number of customers are handled in a comprehensive manner. Consequently, this leads to an increase in profit.
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