A szolgáltatásminőség értelmezésének különbségei - percepcióvezérelt szolgáltatások minőségmodellje kialakításának első lépései

The focus of LOST in Services research project has on the methodological and application side of reorganizing financial services’ – or more broadly services’ – supply chain processes. In today's financial intermediary service providers it is now essential to meet the customers needs and expectations, and also the subordinated process development. Te question is how consumers perceive the banking processes and development projects, how their attitudes are formed due to these objectives. In the first phase of the research focus group interviews were performed among customers, while the second phase individual in-depth interviews were conducted with experts from commercial banks. Having the results of both sides have confirmed out hypothesis that the human factor is the most important influencers of consumer perception, which development (with information technology development) and “turn-off ” would also be a viable option for future’s financial institutions. Having the results of the interviews and the literature research, we have created a questionnaire, which on the one hand can further verify the above findings; on the other hand we may get to know the components of consumer perceptions and underlying factors and effects. During the research we provide practical findings to the perceptional entropy reduction thus to the methodology of the process rationalization of financial service institutions.