Jakość obsługi klientów w zakresie kredytów hipotecznych przez banki i pośredników kredytowych w Polsce w czasie pandemii COVID-19
Quality of Customer Service in the field of Mortgage Loans by Banks and Credit Intermediaries in Poland during the Covid-19 Pandemic

Summary/Abstract: The purpose of the article/hypothesis: Presentation and assessment of the quality level of retail customer service in the field of mortgage loans during the COVID-19 pandemic. The hypothesis argued by the authors is as follows: credit brokers did better than banks on the quality of mortgage service during the COVID-19 pandemic. Methodology: The study uses the monographic method, literature studies and case studies using the mystery shopping method. Results of the research: The article presents the results of the research on the quality of customer service in the field of mortgage loans by banks and credit intermediaries. Originality / Value / Implications / Recommendations: The article presents a number of solutions that should be implemented to improve the quality of customer service in the field of mortgage loans for banks and credit intermediaries.

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