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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:32811
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。
10. The ATM machines are on the safe locations, working properly, and have a user friendly interface.
11. The bank is concerned about the security of the transactions.
12. The Website is informative, attractive and has up to date information.
13. The bank performs services accurately.
14. The information and the transactions are secure.
15. The bank provides consistent quality services.
16. Would you recommend the bank to other people?
17. Would you like to continue doing business with the bank in the future?
18. Are you happy with the services provided by the bank?
19. What type of changes would you like to see?
20. In your opinion what can be done to improve the service quality of the bank?
Adopted from: Kassim and Souiden (2007), Duncan and Elliot (2002), Dimitriades (2006), Jamal and Nasser (2002), Al-Hawari (2005), Hauser and Paul (2006), Parasurman et al. (1985).
References:
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.
Duncan, E. and Elliott, G. (2002) Customer service quality and financial performance among Australian retail financial Institutions, Journal of Financial Services Marketing; 7,1,pp.25-41.
Dimitriades, Z.S. (2006) ‘Customer Satisfaction, loyalty and commitment in service organisations', some evidence from Greece, 29,12,pp.782-800.
Hauser, R. and Paul, R. (2006) ‘Is service quality and culture' an empirical investigation, Journal of computer Information Systems,pp.15-24.
Jamal, A. and Nasser, K. (2002), ‘Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking', International Journal of Bank Marketing, 20,4,pp.146-160.
Kassim, N.M., and Souiden, N. (2007), ‘Customer retention measurement in the UAE banking sector,' Journal of Financial Services Marketing,11,3,pp.217-228.
Parasuraman, A., Berry, L.L. and Zeithaml, V.A. (1985) ‘A conceptual model of service quality and its implications for future research', Journal of Marketing, 49(4), pp.41-50.
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