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英国硕士论文-银行业发展中service quality的重要性

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:8633

论文字数:论文编号:org201504232104352162语种:英语论文 English地区:英国价格:免费论文

关键词:

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。

银行在过去的二十年间已经发生了巨大的改变,当前,银行业的竞争非常激烈,迫使银行提供更为优质的服务,为未来的成功和生存奠定基础。今天的银行业可以说是一场比赛,看谁可以提供最好、最快的服务。这种效应在巴基斯坦的银行业中最为明显。巴基斯坦的银行和金融业发展得极其迅速,巴基斯坦现有的银行不断受到新进入者的威胁,目前,巴基斯坦的银行业主要专注于客户服务和客户满意度,以提高自己的竞争优势。本文通过对银行业的相关知识及竞争激烈程度进行分析,提高大家对银行金融业的认识。

Improving the Service Quality of Bank Alfalah Limited of Pakistan through Customer Satisfaction and Retention


Introduction:


The face of banking has been changed immensely in the past two decades and there is massive competition in the banking sector which has forced the banks to provide excellent service quality for the future success and survival. The banking sector is in a race today, as to see who can offer both the best and the fastest services. This effect can also be seen in Pakistan's banking industry. Pakistan's banking and financial sector is growing and becoming stronger day by day. There is tough competition between the existing domestic and international banks. The existing banks in Pakistan's banking industry are always under threat of new entrants. Due to the increase in the competition in the banking sector, banks nowadays mainly concentrate on the standards of customer services and customer satisfaction to gain competitive advantage.


According to Chiu (1998), Wilson, Zeithaml, Bitner and Gremler (2008) there is a major difference between service quality and satisfaction. Satisfaction is viewed as a broader concept, whereas service quality focuses specifically on the dimensions of service quality. Wilson et al. (2008) further stated that service quality is a focused evaluation that reflects the customer's perception of reliability, assurance, responsiveness, empathy and tangibles. Satisfaction on the other hand is more inclusive; it is influenced by perceptions of service quality. Customers perceive services in terms of the quality of the service and how satisfied they are overall with their experiences. The former further stated that in the recent times financial institutions recognise that they can compete more effectively by distinguishing themselves with respect to service quality and improved customer satisfaction.


Hahn (2004) discussed that the reason of increase in the competition is the deregulation and liberalization in the financial services sector, which has forced to improve banking profitability and banking efficiency all over the world. Hahn (2004) and Berry et al. (1998) proposed that “the old ways of getting and growing business have changed”. The research in the financial institution has shown that to achieve success and satisfying the highly valued customers, the banks need to adopt new techniques. Parasuraman et al. (1988) explained that primary emphasis in academic and managerial efforts has focused on determining what service quality means to customers and developing different strategies to meet the expectations of the customers.


In this study the researcher will be highlighting different strategies and techniques that will help in improving the service quality of Bank Alfalah Limited through customer satisfaction, retention and loyalty. This will help the bank in the future to face the challenges in the highly competitive world.


Research Aims and Objectives:<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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