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-wenkub.com
2025-05-07 10:21 本頁(yè)面
【正文】 在國(guó)際層面 ，這項(xiàng)研究可以實(shí)現(xiàn)其他小島嶼經(jīng)濟(jì)體的銀行業(yè)。塞浦路斯問(wèn)題的解決方案將帶來(lái)相當(dāng)大的變化，特別是在島內(nèi)的金融和銀行部門(mén)。這可能限制了我們的潛力樣本大小。Reichheld,1996）。 這兩個(gè)地區(qū)塞浦路斯銀行界需要 給員工培訓(xùn)計(jì)劃的投資，提供 員 工 理解 大的 服務(wù)文化和卓越的服務(wù) — 特別是 前線(xiàn)各級(jí)員工培訓(xùn)計(jì)劃應(yīng)該以 人際溝通和客戶(hù)服務(wù) 為重點(diǎn)， 能夠滿(mǎn)足客戶(hù)對(duì)“個(gè)性化服務(wù)“的需要。 我們的研究表明， 在這兩個(gè)地區(qū) 客戶(hù)需 要 找那些信守承諾，給客戶(hù)的信任 的 方式 來(lái)交易處理，提供及時(shí)的服務(wù)同時(shí) 員工總是愿意幫助顧客 。 在新 的市場(chǎng)條件，隨著加入歐盟，如果在這兩個(gè)地區(qū)的塞浦路斯銀行不理解 滿(mǎn)足客戶(hù)需求并提高服務(wù)質(zhì)量，他們將在未來(lái)幾年面臨客 戶(hù)損失和質(zhì)量下降。由 于很多銀行已經(jīng)破產(chǎn)，在北方的客戶(hù)的銀行業(yè)務(wù)沒(méi)有太多的選擇。塞浦路斯關(guān)注的是銀行而非客戶(hù)。除了有形資產(chǎn) 和 移情反應(yīng)， 由 Yavas et al 在土耳其這樣一個(gè)發(fā)展中國(guó)家 進(jìn)行的一項(xiàng) 銀行 客戶(hù)研究 顯示預(yù)測(cè)顧客的滿(mǎn)意度也有影響 （ 1997 年）。Yavas et al.,1997。 CLN 對(duì)于銀行的“第一印象”很讓人 失 望。有形資產(chǎn)聯(lián)系著客戶(hù)的記憶，而不是最近與銀行工作人員的即時(shí)反應(yīng)。 這可以解釋的事實(shí)是，在北銀行業(yè)沒(méi)有獨(dú)立的貨幣政策，并使用土耳其里拉作為其官方貨幣。 對(duì)于客戶(hù)，員工體現(xiàn)了服務(wù)。（ Yavas et al., 1997。 雖然港島北部面臨由于經(jīng)濟(jì)和政治封鎖的隔離，而南區(qū)有一個(gè)世界標(biāo)準(zhǔn)的經(jīng)濟(jì)繁榮。 在該島北部的銀行體系需要進(jìn)行重大改組前的土耳其裔塞浦路斯人也可以成為歐盟成員國(guó)。 據(jù)我們所知，這項(xiàng)研究是獨(dú)一無(wú)二的，它在經(jīng)濟(jì)中的一個(gè)小島銀行業(yè)的樣子。 迄今為止的研究， 2Most集中于服務(wù)質(zhì)量在美國(guó)和歐洲的銀行界 。 Heskett et al., 1997, Goode and Moutinho, 1995。 Sprang and MacKay, 1996）。對(duì)于銀行 ， 無(wú)論是零售還是 企業(yè)級(jí)客戶(hù)都是重要的。 在美國(guó)銀行正面臨來(lái)自國(guó)際銀行競(jìng)爭(zhēng) ，以及 銀行市場(chǎng)地域限制被淘汰。 跨國(guó)銀行正在擴(kuò)大，提供有競(jìng)爭(zhēng)力的服務(wù)多樣化的服務(wù)組合和結(jié)構(gòu)調(diào)整，以使快速的技術(shù)的使用，滿(mǎn)足客戶(hù)不斷變化的需求。Caruana,2020。隨著服務(wù)業(yè)的日益突出加上服務(wù)的復(fù)雜 ， 就要求 提高的服務(wù)質(zhì)量。 Caruana, 2020。 Angur et al., 1999). The present study has attempted to add to the existing literature on bank service quality, especially in a small island economy and from the perspective of the customer While the ?vefactor conceptualization of service quality does not hold in this study, service quality does appear to be of a multidimensional nature. The largest discrepancy between expectations and perceptions for both munities were in terms of “empathy”. To the customer, the employee exempli?es the service. Bank customers in both areas of Cyprus want a high degree of interaction with bank staff that are sensitive to their needs and expect personalized service. When overall gap scores for both munities were pared, there was a signi?cant difference in terms of assurance and tangibles dimensions. CLN ?nd their banks more risky than CLS do. This can be explained by the fact that, the banking sector in the North has no independent moary policy and uses the Turkish Lira as its of?cial currency. Thus, it is vulnerable to even the slightest change in the Turkish economy and this is evident in the instability of the YTL and ?nancial troubles that have been consistently plaguing the banking sector in the North. A total of seven banks have ?led for bankruptcy in the past decade and depositors who have lost their money have had to wait a considerable amount of time before the government was able to design a payback system. Unlike the North, the banking sector in South Cyprus has never experienced any banking crises or payments system disruptions (Smid and Zwart, 2020). Tangibles are linked to consumer memory and not instant reactions to recent contact with bank personnel. The tangibility gap between customers of both areas can be attributed to the fact that the banks in the South are established and do business according to European Union laws. A certain standard 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。 Newman, 2020). Service quality has been linked with customer satisfaction within the banking industry (Avkiran, 1994。 Wang et al., 2020). Banking and ?nancial services are an important part of the services industry (Mishkin, 2020). In line with the trend towards a more integrated global banking environment, many re
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