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英国硕士论文-银行业发展中service quality的重要性 [2]

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:31642

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。

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Palmer and Cole (1995) stated that researchers and academics writers have been focusing on the accurate measurement of service quality, in order to better understand its important antecedents and consequences, and to devise different methods for improving the service quality to gain the competitive edge through customer satisfaction and retention. Lassar et al. (2000) proposed that service quality is commonly noted as a critical factor in building and maintaining relationship with the valued customers. Bolton and Drew (1991) described that the association between service quality and customer satisfaction has great significance. Lewis (1993) proposed that the evaluation of the judgement of service quality is necessary because it has significant influence on bank loyalty.


The primary objective of this research is to improve the service quality of Bank Alfalah Limited through customer satisfaction, customer retention and loyalty. Therefore the focus on questions of my research will be as follows:


• How Bank Alfalah Limited can deliver good service quality for improving customer satisfaction, customer retention and loyalty?


• What are the impacts of service quality and its dimensions on customer satisfaction?


This study aims to determine the impacts of service quality on customer satisfaction and retention. This study will explore the importance of service quality of Bank Alfalah Limited and its relationship with customer satisfaction, customer retention and loyalty. The study will also focus on the different dimensions of service quality in establishing and maintaining a good relationship with the customers.


Literature review:


This chapter explains the relevant literature about service quality and dimensions of service quality and their impact of customer satisfaction, retention and loyalty.


Service Quality:


Chakrabarty, Whitten, and Green (2007) proposed that service quality is defined as “the conformance to customer requirements in delivery of a service”. Parasuraman et al. (1988) defined service quality as “a global judgement or attitude, relating to superiority of the service, whereas satisfaction is related to a specific transaction”. Bitner, Booms and Mohr (1994) defined service quality as “the consumer's overall impression of the relative inferiority/superiority of the organisation and its services”. Wilson et al. (2008) proposed that service quality is a critical element of customer perceptions. Service quality may also be critical in determining customer satisfaction in case of customer service or services offered in combination with a physical product. Wilson et al. (2008) further discussed that services researchers have suggested that consumers judge the quality of service based on their perceptions of the technical outcome provided, the process by which that outcome was delivered, and the quality of the physical surroundings where service is delivered. Parasuraman et al. (1985) proposed that service quality is a gap between customer's expectations of service and their perception of the service experience. 论文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。

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