外文翻譯---土耳其塞浦路斯和希臘語(yǔ)地區(qū)的銀行業(yè)的服務(wù)質(zhì)量比較(編輯修改稿)
2025-06-26 10:21 本頁(yè)面
【文章內(nèi)容簡(jiǎn)介】 ard of quality and consistency of service has been created. On the other hand, the banks in the North do not have a standard procedure or standard level of quality for doing business. CLN have been disappointed in their “?rst impressions” regarding banks. They expect more professional looking banks with modern materials, equipment and presentable staff. These ?ndings show that CLN perceive visible aspects of the service to be an indicator of service quality. It is interesting to note that while Parasuraman et al. (1988) stated that tangibles were the least critical dimension for service customers, the tangibles dimension has proved to be an signi?cant factor in this research and banking studies carried out in other developing countries (Caruana, 2020。 Yavas et al., 1997。 Beerli et al. 2020。 Angur et al., 1999). Factor analysis revealed that the “assurance, reliability, empathy and tangibles” dimensions were explanatory variables in predicting customer satisfaction for bank customers living in both areas of Cyprus. Tangibles and empathy in addition to responsiveness were also found to be signi?cant predictors of customer satisfaction in a study conducted by Yavas et al. (1997) on bank customers in a developing country like Turkey. The assurance dimension of the scale had the highest impact on overall customer satisfaction for both CLN and CLS. That is, if the bank can instill feelings of con?dence in its customers regarding the way they handle customers’ affairs and the safety of bank transactions and if they can deal with customers in a professional and petent way, then, customers will be satis?ed with their bank and take this a step further by remending the bank to others. Zeithaml et al. (1993) suggests that poor performance by service ?rms is primarily due to not knowing what their customers expect from them. Banks are not customer focused in both areas of Cyprus. Additionally, their products are not tailored to meet client demand. Banks in Cyprus are in a “defacto cartel” like position (Smid and Zwart2020) and exploit this situation with a “take it or leave it” attitude towards the bank services they offer. This attitude is especially prevalent in the North. Due to the banks that have gone bankrupt, customers in the North do not have much of a choice in the banks they will do business with. Safety of deposits bees their ?rst priority in terms of choosing a bank. This defacto status enjoyed by banks in Cyprus faces the risk of breaking down, especially now that the South has joined the EU and foreign banks will have easier access to the market. Possible accession to the EU for the North half of the island looms on the horizon, if a peace agreement can be reached. Under new market conditions that will arise from EU accession, if the banks in both areas of Cyprus don’t understand and ful?ll customer requirements and enhance service quality, they will be faced with a loss of clientele and a deterioration of quality over the ing years. Furthermore, in the case of a settlement in the ongoing Cyprus problem, the strong ?nancial position of the Central Bank of Cyprus could be destabilized and this could delay the introduction of the Euro as the country’s new of?cial currency, thus, affecting the economy as a whole. 6. Managerial implications Since it is more expensive to ?nd and attract a new customer than it is to retain an existing one (Schlesinger and Heskett, 1991), banks in both areas of Cyprus need to rede?ne their corporate image to one that emphasizes service quality by introducing standards for service excellence. “First impressions count!”. Keeping the importance of this in mind, banks in the North, need to revamp the appearance of their banks so that they portray a more contemporary image and reach the standards of their counterparts in the South. Our study has shown that customers in both areas are looking for banks that keep their promises, instill con?dence in the customer about the way they handle transactions, pr
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