摘要:本文是一篇留学生银行学论文,旨在分析银行的客户满意度,作者根据银行的客户满意度建立了一个分析模型,这个看似简单的问题,却很难回答,是一篇十分具有参考价值的论文。
will render.
One of the greatest challenges facing organizations today is the ever-growing competition, the continuous increase in customer expectation ( Joseph & Walker, 1988; Leonard & Sasser, 1982; Takeuchi & Quelch, 1983) and customers' subsequent demands as service improves (Ettorre, 1994).
According to Berry et al. (1988), service quality has become a great competitor and the most powerful competitive weapon which many leading service organizations possess. Service business success has been associated with the ability to deliver superior service (Gale, 1990; Rudie & Wansley, 1984).
Delivering superior service by maintaining high quality is a prerequisite for success (Parasuraman et al., 1988).
Leading service organizations strive to maintain a superior quality of service in an et ort to gain customer loyalty (Zeithaml & Bitner, 1996)
Evaluating the impact of service quality through customer retention will help companies to gauge the ? nancial impact of service quality (Zeithaml et al., 1996)
Service quality is one of the most dominant themes of research in services (Fisk et al., 1993). During its infancy, service quality research based its foresight on consumer behavior and the confrontation/ confrontation paradigm (Gronroos 1992). According to this paradigm, as customers consume a product, they evaluate the quality they have experienced to that of their previous expectations (Swan and Comb, 1976), which leads to an emotional response manifested in the satisfaction/dissatisfaction with the products or services purchased (Woodrut et al., 1983)
Thus, instead of using quality concepts from manufacturing, services marketing researchers based their work on developing a service quality concept on models from consumer behavior (Brown et al., 1992).According to Lewis and Booms (1983), service quality is a measure of the degree to which the service delivered matches customer expectations.
Delivering quality service means conforming to customer expectations on a consistent basis. Extensive study on service quality conducted by researchers Parasuraman, Berry and Zeithaml have proposed the notion that service quality can be measured (Parasuraman et al., 1988, 1991b, 1994) using the SERVQUAL instrument and managed using expectations the performance gap model (Zeithaml et al., 1988; Zeithaml & Bitner, 1996).
Delivering superior quality of service has been recognized as the most et ective means of ensuring that a company's ot erings stand out from a crowd of look-alike competitive ot erings (Parasuraman et al., 1991a).
The customer's perception of quality of service is based on the degree of concordance between expectations and experience. Where comparability is apparent, the customer is deemed to be satisfied, however, in many cases, this will not be enough to create a competitive advantage. More and more, there is a need to ot er superior service (Parasuraman, 1995) and to exceed customer expectations (Berry & Parasuraman, 1991; Klose, 1993; Wren, 1988) to delight the customer, as opposed to merely satisfying his/her needs (Brown et al., 1992; Timmers & van der Wiele, 1990).
Customers will remain loyal to a service organization if the value of what they receive is determined to be relatively greater than that expected from competitors (Zeithaml &
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。