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MIJOZ VA BANK MUNOSABATLARINI MARKETING TAMOYILLARI ASOSIDA TARTIBGA SOLISH MEXANIZMINI TAKOMILLASHTIRISHNING NAZARIY ASOSLARI

Affiliation
Toshkent Davlat Iqtisodiyot Universiteti image/svg+xml

Annotatsiya

Ushbu maqolada bank sektorida mijoz va bank oʻrtasidagi munosabatlarni marketing tamoyillari asosida tartibga solish mexanizmining nazariy asoslari tahlil qilingan. Tadqiqotda munosabatlar marketingi, ishonchmajburiyat nazariyasi va xizmat sifati modellari bank sohasiga tatbiq etilishi koʻrib chiqilgan. Metodologik jihatdan sistematik adabiyot tahlili va qiyosiy tahlil usullari qoʻllanilgan. CRM tizimlari va raqamli texnologiyalarning integratsiyasi bank munosabatlarini boshqarishda muhim rol oʻynaydi.

References

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