Bussiness ManagementMBAstrategyHuman ResourceMarketingHospitalityE-commerceInternational Tradingproject managementmedia managementLogisticsFinanceAccountingadvertisingLawBusiness LawEducationEconomicsBusiness Reportbusiness planresearch proposal
英语论文题目英语教学英语论文商务英语英语论文格式商务英语翻译广告英语商务英语商务英语教学英语翻译论文英美文学英语语言学文化交流中西方文化差异英语论文范文英语论文开题报告初中英语教学英语论文文献综述英语论文参考文献
ResumeRecommendation LetterMotivation LetterPSapplication letterMBA essayBusiness Letteradmission letter Offer letter
澳大利亚论文英国论文加拿大论文芬兰论文瑞典论文澳洲论文新西兰论文法国论文香港论文挪威论文美国论文泰国论文马来西亚论文台湾论文新加坡论文荷兰论文南非论文西班牙论文爱尔兰论文
小学英语教学初中英语教学英语语法高中英语教学大学英语教学听力口语英语阅读英语词汇学英语素质教育英语教育毕业英语教学法
英语论文开题报告英语毕业论文写作指导英语论文写作笔记handbook英语论文提纲英语论文参考文献英语论文文献综述Research Proposal代写留学论文代写留学作业代写Essay论文英语摘要英语论文任务书英语论文格式专业名词turnitin抄袭检查
temcet听力雅思考试托福考试GMATGRE职称英语理工卫生职称英语综合职称英语职称英语
经贸英语论文题目旅游英语论文题目大学英语论文题目中学英语论文题目小学英语论文题目英语文学论文题目英语教学论文题目英语语言学论文题目委婉语论文题目商务英语论文题目最新英语论文题目英语翻译论文题目英语跨文化论文题目
日本文学日本语言学商务日语日本历史日本经济怎样写日语论文日语论文写作格式日语教学日本社会文化日语开题报告日语论文选题
职称英语理工完形填空历年试题模拟试题补全短文概括大意词汇指导阅读理解例题习题卫生职称英语词汇指导完形填空概括大意历年试题阅读理解补全短文模拟试题例题习题综合职称英语完形填空历年试题模拟试题例题习题词汇指导阅读理解补全短文概括大意
论文作者:www.51lunwen.org论文属性:硕士毕业论文 dissertation登出时间:2015-04-29编辑:felicia点击率:32828
论文字数:论文编号:org201504232104352162语种:英语 English地区:英国价格:免费论文
关键词:
摘要:当今时代的不断发展对银行业提出了更高的发展要求,本文通过对银行业进行分析,探索银行业发展中service quality的重要性和价值。
Reichheld (2004) proposed that it is becoming extremely difficult and costly in getting new customers in today's highly competitive market-place. Therefore a company needs to work on satisfying the needs of the customers. Loyal customers are more profitable on the long run, it costs less to serve them. Loyal customers recommend others to a good company, they will also pay a premium to continue business with a company rather than switching to a competitor that they are not familiar with. Buttle (2009) proposed that nowadays customers want efficiency and professionalism from their services provider. The efficiency and professionalism is achieved through training and skills of the staff/employees of a firm, organisation or a company. Buttle (2009) further mentioned that quick response to a customer query or problem results in satisfied customers. Good customer service and service quality by the service provider results in building up good relationship with the customers. Buttle (2009) suggested that improve customer retention rate in the early years of the relationship. This will help in producing large number of customers to generate higher profits in the later years. Many researchers like Buttle (2009), Wilson et al. (2008) and Wang et al. (2003) proposed that another important aspect is the customers complaint handling; a positive view of customer complaints accepts that customers who complain are giving the company a chance to win them back and retain their future value. Complaints provide information that can help the company to identify, and correct root causes of the problems. A successful complaints handling process enables companies to capture customer complaints before customers start spreading negative word of mouth or take the business elsewhere. Zeithaml and Bitner (2000) proposed that complaint solicitation is an important factor. It provides help to the firms in collection and documentation of customer complaints, the firms can use that information to identify dissatisfied customers, correct the individual problems where possible, and identify common service failure options.
Wilson et al. (2008) proposed that customers will remain loyal to a firm when they receive greater value relative to what they expect from competing firms. When firms deliver consistent quality services from the customer's point of view, clearly the customer benefits and has an incentive to stay in relationship. Wilson et al. (2008) discussed that most customers would prefer not to change service providers, particularly when there is a considerable amount of investment in the relationship. The costs of switching are relatively high in terms of monetary costs of transferring business and the associated psychological and time-related costs. Wilson et al. (2008) further stated that financial institutions across the world have realised that instead of considering the short term profits, they need to look at the long term profits and growth of the company on the本论文由英语论文网提供整理,提供论文代写,英语论文代写,代写论文,代写英语论文,代写留学生论文,代写英文论文,留学生论文代写相关核心关键词搜索。