دانلود مقاله ISI انگلیسی شماره 18319
عنوان فارسی مقاله

برداشت های مشتریان با تحصیلات بالا از کیفیت خدمات: بررسی مقیاس SSTQUAL در صنعت بانکداری رومانی

کد مقاله سال انتشار مقاله انگلیسی ترجمه فارسی تعداد کلمات
18319 2012 7 صفحه PDF سفارش دهید محاسبه نشده
خرید مقاله
پس از پرداخت، فوراً می توانید مقاله را دانلود فرمایید.
عنوان انگلیسی
High-Educated Consumer Perceptions of Service Quality: An Assessment of the SSTQUAL Scale in the Romanian Banking Industry
منبع

Publisher : Elsevier - Science Direct (الزویر - ساینس دایرکت)

Journal : Procedia Economics and Finance, Volume 3, 2012, Pages 858–864

کلمات کلیدی
بانکداری الکترونیکی - کیفیت خدمات - رومانی
پیش نمایش مقاله
پیش نمایش مقاله برداشت های مشتریان با تحصیلات بالا از کیفیت خدمات: بررسی مقیاس SSTQUAL در صنعت بانکداری رومانی

چکیده انگلیسی

Service quality has gained researchers’ attention all over the world. Despite the great contribution that has been made to the literature in this field so far, researchers and practitioners still need to make an attempt to better understand consumers’ perceptions of service quality in the present technological environment. In the banking context, technology enabled services such as ATMs, Internet Banking and Mobile Banking have been gradually adopted by the Romanian banks at the expense of territorial units. Therefore, banks’ management attention should be directed towards identifying consumers’ perceptions of electronic banking service quality. The aim of this paper is to evaluate consumers’ perceptions of technology enabled services within the banking industry. For this purpose, a large sample of high-educated young consumers was surveyed using the SSTQUAL dimensions. Results indicate that the SSTQUAL scale needs to be refined in order to better fit the Romanian banking context. To the best of authors’ knowledge, this study is the first which tests the SSTQUAL scale in a developing country. Therefore, the findings highlighted in this paper are of great importance both from a theoretical and a practical perspective.

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