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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:32816
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。
Wilson et al. (2008) mentioned that the dimensions of service quality have been identified by the pioneering research of researchers like Parsu Parasuraman, Valarie Zeithmal and Leonard Berry. Parasuraman et al. (1988) developed the service quality scale i.e. SERVQUAL which is the principal instrument for the measurement of perceptions of the customers perceptions in terms of service quality. The five dimensions of the SERVQUAL scale are given as under:
• The reliability of the service provider
• The assurance provided by the service provider
• The tangibility aspects of the service
• The service provider's empathy with customers
• The responsiveness of the service provider
According to Wilson et al. (2008) the five dimensions of service quality represent how consumers organise information about service quality in their minds. The former further mentioned that on the basis of exploratory and quantitative research, the five dimensions of service quality were relevant for banking, insurance, appliance repair and maintenance, securities brokerage, long distance telephone service, car repairs and others.
Importance of Service Quality in Financial Institutions:
Wilson et al. (2008) proposed that in case of the financial services, service quality is the dominant element in customer's perceptions. Parasuraman, Zeithaml, and Berry (1985) discussed that service quality plays an important role in the service provider companies, firms or organizations because it helps in generating high revenues, helps to reduce costs and increase market shares in a market place. Service quality plays an important role in case of banking, because all the banks offer undifferentiated products and services. It is the service quality that drives the profit performance. Wang et al. (2003) suggested that banks now emphasize on providing high quality service to the customers because it will help them in the future success and survival in todays highly competitive market-place.
Samli and Frohlich (1992) discussed that delivering quality service to customers is a must for success and survival in today's competitive banking environment. The research of Scoterious and Zenios (1998) also revealed that service quality plays an important role in the future success of financial institutions. Al-Hawari (2005) proposed that technology has a great impact in the operations of the banking sector. Wilson et al. (2008) mentioned that technology enables both customers and employees to be more effective in getting and providing service. The technology aspect consists of the ATM machines, internet banking and telephone banking. Technology has made it easier for the customers to make transactions, rather than going to the bank in the operating hours, the customers now can make withdrawls from any linked ATMs at any time. Wilson et al. (2008) further mentioned that through self-service technologies, customers can serve themselves more effectively. The customers via online banking can access their accounts, check balances, make transactions, apply for loans and take care of just about any banking need they might have. All this can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。