服务质量与顾客满意度对埃塞尔比亚商业银行绩效的影响
发布时间：2023-05-31 02:19
客户对所提供服务的信任和满意度决定了银行的盈利能力和声誉。大多数现有研究结果表明,满意度和服务质量都显著地影响银行的业绩。虽然有大量关于服务质量、服务满意度、客户信任、忠诚度与企业绩效之间关系的研究,但现有研究仍有一些空白。首先,迄今为止的大部分研究工作主要集中在西方发达经济体和知名的企业,而对发展中国家、特别是最不发达经济体银行业的相关研究甚少。第二,发达经济体情境下的理论模型与经验模型对最不发达经济体情景的转移性和适用性仍然存在疑问。在不发达经济体的埃塞俄比亚,几乎没有关于服务质量和客户满意度对银行绩效影响方面的研究工作,更没有基于理论框架的实证研究。因此,这项研究将填补埃塞俄比亚缺乏相关研究的空白,通过文献梳理和实证研究,寻找不发达经济体与发达经济体之间的差距,进而为提升埃塞俄比亚银行业的服务质量,增强客户满意度提供有价值的管理建。为了更好地了解服务质量和客户满意度对埃塞俄比亚银行绩效的影响,本项研究将利用结构方程模型(SEM)考察服务质量和客户满意度对该国银行业绩的影响,鉴别弱化银行绩效的影响因素,并比较国家银行和私人银行业绩影响因素的差异。基于经典的“服务质量→顾客满意度→企...
【文章页数】：79 页
【学位级别】：硕士
【文章目录】：
Abstract
摘要
Chapter 1 Introduction
1.1 Research Background
1.2 Literature Review
1.3 Research Question
1.4 Objective of the Study
1.5 Scope of the Study
Chapter 2 Theoretical Framework
2.1 Service Quality Model
2.2 Service Quality Dimensions
2.2.1 Tangibility
2.2.2 Reliability
2.2.3 Assurance
2.2.4 Responsiveness
2.2.5 Empathy
2.3 Service Quality
2.3.1 Importance of Service Quality in Bank Services
2.3.2 Determinants of Service Quality
2.4 Customer Satisfaction and Determinants
2.5 Bank Performance and Determinants
2.6 Summary
Chapter 3 Research Methodology
3.1 Research Design
3.2 Target Population and Sampling Technique
3.3 Data Collection
3.4 Data Preparation
3.4.1 Data Editing and Coding
3.4.2 Data Cleaning, Screening and Missing Values
3.4.3 Data Entry
3.4.4 Response Rate
3.5 Reliability and Validity
3.6 Summary
Chapter 4 Result and Discussion
4.1 Commercial Bank of Ethiopia
4.2 Awash International Bank
4.3 Descriptive Statistics
4.3.1 Demographic Information in General
4.3.2 Demographic Information in Each Bank
4.4 Inferential Statistics
4.4.1 Conceptual Framework
4.4.2 Measurement Model
4.4.3 Structural Model
4.5 Comparative Analysis of Two Banks
4.6 Managerial Implication
4.7 Summary
Conclusion
References
Appendix
Acknowledgement
Resume
本文编号：3825494
【文章页数】：79 页
【学位级别】：硕士
【文章目录】：
Abstract
摘要
Chapter 1 Introduction
1.1 Research Background
1.2 Literature Review
1.3 Research Question
1.4 Objective of the Study
1.5 Scope of the Study
Chapter 2 Theoretical Framework
2.1 Service Quality Model
2.2 Service Quality Dimensions
2.2.1 Tangibility
2.2.2 Reliability
2.2.3 Assurance
2.2.4 Responsiveness
2.2.5 Empathy
2.3 Service Quality
2.3.1 Importance of Service Quality in Bank Services
2.3.2 Determinants of Service Quality
2.4 Customer Satisfaction and Determinants
2.5 Bank Performance and Determinants
2.6 Summary
Chapter 3 Research Methodology
3.1 Research Design
3.2 Target Population and Sampling Technique
3.3 Data Collection
3.4 Data Preparation
3.4.1 Data Editing and Coding
3.4.2 Data Cleaning, Screening and Missing Values
3.4.3 Data Entry
3.4.4 Response Rate
3.5 Reliability and Validity
3.6 Summary
Chapter 4 Result and Discussion
4.1 Commercial Bank of Ethiopia
4.2 Awash International Bank
4.3 Descriptive Statistics
4.3.1 Demographic Information in General
4.3.2 Demographic Information in Each Bank
4.4 Inferential Statistics
4.4.1 Conceptual Framework
4.4.2 Measurement Model
4.4.3 Structural Model
4.5 Comparative Analysis of Two Banks
4.6 Managerial Implication
4.7 Summary
Conclusion
References
Appendix
Acknowledgement
Resume
本文编号：3825494
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