外文翻译---土耳其塞浦路斯和希腊语地区的银行业的服务质量比较
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1、标题: A comparison of service quality in the banking industry Some evidence from Turkish- and Greek-speaking areas in Cyprus 原文: 1 Introduction There is a growing importance of services in the world economy. Services contributed a total of 66.3 per cent of world gross domestic product (GDP) in the yea
2、r 2000. Services are difcult to manage due to certain inherited characteristics such as intangibility, heterogeneity, inseparatibility and perishability. The complex nature of services, coupled with the growing prominence of the services sector has also increased the need for better service quality.
3、 Therefore, the topic of service quality is increasingly recognized as being one of the key strategic values of organizations in both the manufacturing and service sectors (Lewis, 1991). Service quality, allows the company to differentiate itself from its competitors by increasing sales and market s
4、hares, it results in the satisfaction and retention of customers and employees, thus reducing turnover rates, it leads to repeat purchase behaviour and brand loyalty and furthermore, new customers are attracted through positive word-of-mouth, (Lewis, 1991; Newman, 2001; Caruana, 2002; Wang et al., 2
5、003). Banking and nancial services are an important part of the services industry (Mishkin, 2001). In line with the trend towards a more integrated global banking environment, many regulatory, structural and technological changes have taken place within the world banking industry (Angur et al., 1999
6、). Banks are expanding across borders, offering a diverse portfolio of competitive services and restructuring their services in order to make use of rapid technology and to meet the changing needs of customers. The EU has played an important role in facilitating global banking. Financial services wi
7、thin the EU have been regulated and restructured in an effort to integrate the sector, by eliminating impediments to cross border branching practices. Because of these measures, the nature of banking services and customer relations are undergoing change. Banks in the USA are facing increased competi
8、tion from international banks as geographic boundaries are eliminated in terms of banking markets. In addition to this, the banking sector in many developing countries is undergoing change in order to keep up with world trends (Yavas et al., 1997). Delivering quality service and products to the cust
9、omer, is essential for success and survival in todays global and highly competitive banking environment (Wang et al., 2003). Banking is a high involvement industry. Customers whether at the retail or corporate level, have always been important for banks. However, as electronic banking becomes more p
10、revalent, customers still tend to measure a banks service quality interims of the personal support they receive, rather than the technical support. Customer satisfaction is another important aspect for service organizations and is highly related with service quality (Bolton and Drew, 1991; Cronin an
11、d Taylor, 1994; Spreng and MacKoy, 1996). As service quality improves, the probability of customer satisfaction increases. Increased customer satisfaction leads to behavioral outcomes such as commitment, intent to stay (customer retention), creation of a mutually rewarding relationship (bond) betwee
12、n the service provider and the user, increased customer tolerance for service failures and positive word-of-mouth advertising about the organization (Reichheld, 1996; Heskett et al., 1997, Goode and Moutinho, 1995; Newman, 2001). Service quality has been linked with customer satisfaction within the
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- 外文 翻译 土耳其 塞浦路斯 以及 希腊语 地区 银行业 服务质量 比较 对比
