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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:32830
论文字数:论文编号:org201504232104352162语种:英语 English地区:英国价格:免费论文
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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。
Hussey and Hussey (1997) proposed that the researcher needs to keep in mind that the responses to the questions may turn out to be highly reliable, but the results will be worthless if the research questions do not measure what the research intended to measure; this means that the validity is low. It is important for the researcher that questions asked correspond with the explanation the researcher gives to the respondents regarding the purpose of the study.
Ethical Consideration:
Ethical consideration has much importance and great impact at every stage of research. Easterby-Smith, Thorpe and Jackson (2008) narrated that Bryman and Bell (2007) suggested that the main issues involved in this respect are:
• Ensuring that no harm comes to participants
• Respecting the dignity of the research participants
• Ensuring a fully informed consent of research participants
• Protecting the privacy of research subjects
• Ensuring the confidentiality of research data
• Protecting the anonymity of individuals or organisations
• Avoiding deception about the nature or aims of the research
• Declaration of affiliations, funding sources, and conflicts of interest
• Honesty and transparency in communicating about the research
• Avoidance of misleading, or false reporting of research findings
References:
Ahmad, R. and Buttle F. (2001) Customer retention: a potentially potent marketing management strategy. Journal of Strategic Marketing, Vol. 9, pp. 29-45.
Al-Hawari, M. (2005) ‘The effect of automated service quality on bank financial performance and the mediating role of customer retention'. Journal of Financial Services Marketing , 10, 3,pp.228-43.
Babakus, E. and Mangold, W.G. (1989) 'Adapting the SERVQUAL scale to health care environment: an empirical assessment', in Bloom, P., Winer, R., Kassarjian, H., Scammon, D., Weitz, B., Speckman, R., Mahajan, V. and Levy, M. (Eds), Enhancing Knowledge Development in Marketing, American Marketing Association, Chicago, IL.
Babakus, E. and Boller, G.W. (1992) 'An empirical assessment of the SERVQUAL scale', Journal of Business Research, Vol. 24 No. 3, pp. 253-68.
Bahia, K. and Nantel, J. (2000) ‘A reliable and valid measurement scale for perceived service quality of bank', International Journal of Bank Marketing, Vol. 18 No. 2, pp. 84-91.
Berry, L.L., Bennett, D.R., and Brown, C.W. (1988) Service Quality: A Profit Strategy for Financial Institutions, Homewood, Illinois: Dow Jones-Irwin.
Bitner, M. J., Booms, B. H., and Mohr, L. A. (1994) Critical Service Encounters: The Employee Viewpoint. Journal of Marketing, 58(4), 95-106.
Bloemer. J., Ruyter, K, and Peeters, P. (1998) ‘Investigat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。