私人银行外文文献翻译Word下载.docx
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私人银行外文文献翻译Word下载.docx
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Haq,W.,&
Muhammad,B.Customersatisfaction:
AcomparisonofpublicandprivatebanksofPakistan.In
ProceedingsoftheSixthInternationalConferenceonManagementScienceandEngineeringManagement,2013(9):
515-523.
原文
CustomerSatisfaction:
AComparisonofPublicandPrivateBanksofPakistan
WaqarulHaqandBakhtiarMuhammad
1Introduction
isameasureofhowproductsandservicesprovidebyanyorganizationmeettheexpectationsofacustomer.Itvariesfrompersontopersonandservicetoservice.Acustomercanbedefinedasauserorpotentialuserofbankingservices.Acustomerwouldincludeanaccountholder,orapersoncarryingoutcasualbusinesstransactionswithabank.Theefficiencyofabankingsectordependsuponhowbestitcandeliverservicestoitstargetcustomers.Inordertosurviveinthiscompetitiveenvironmentandprovidecontinualcustomersatisfaction,thebankingservicesprovidersarerequiredtofrequentlyincreasethequalityofservices.Inbankingbusinessitisseenthatonly5%increaseincustomerretentioncanextend35%profitability.
2LiteratureReview
2.1EntranceofTechnology
PrivatesectorBanksseemtohavesatisfieditscustomerswithgoodservicesandtheyhavebeensuccessfulinretainingtheircustomersbyprovidingbetterfacilitiesthanPublicsectorBanks.But,stillPrivateBanksneedtogoalongwaytobecomecustomer’sfirstpreference.Inaneconomyofinnovativetechnologiesandchangingmarkets,eachandeveryservicequalityvariablehasbecomeimportant.NewfinancialproductsandserviceshavetobecontinuouslyintroducedinordertostaycompetentandPrivateBanksneedtoconcentratemoreontheircreditfacilitiesandinsuranceservicessincecustomersdonothaveaverygoodopinionaboutthesefacilitiesbeingofferedbyPrivateBanksalsopublicsectorbanksenjoythetrustofthecustomers,whichtheyhavebeenleveragingtostayintheracehowevertheyneedtoimprovetheirservicequalitybyimprovingtheirphysicalfacility,infrastructureandgivingpropersoftskilltrainingtotheiremployee.
Inthebankingsectoritisnecessarytoincreasedadoptionoftechnologytobettermeetcustomerrequirements,improveefficiencies,reducecostsandensurecustomerdelightanditwastheprivatesectorandforeignbankswhichestablishedthetechnologicalrevolutioninIndianbankingandconsideringthefactthatintheneweconomy,mindshareleadstomarketshareandmindshareisinfluencednotonlybythepromotionsandadvertisementsbutmoreimportantlyonfavorablecustomerperceptionwhichinturnisbasedonsatisfactionwithregardtoproducts,servicesandinteraction.
TheentryofinformationtechnologyintothebankingindustryhascreatedarevolutionandithaspromptedcommercialbanksofIndiatodesignworld-classcustomerservicesystemsandpractices,tomeetthegrowingcustomerneeds.Itisinterestingtonotethattheresultsareconsistentwiththepreviousstudiesconductedoncustomerserviceaspects,andithasbeenobservedthattheforeignandthenewgenerationprivatesectorbanksareservingthecustomersbetter.
TheprivatesectorbanksareprovidingmoresatisfiedATMservicesthenpublicsectorbanksandthecustomerperceptionaboutProductivity,SecurityandSensitivity,CostEfficiency,ProblemHandling,CompensationandContactservicesrelatedtoATMserviceisverylessinboththepublicsectorandprivatessectorbanks,ThereforebothkindsofbanksshouldbeawareaboutthesefacetsofATMservicetoimprovecustomers’satisfaction.
2.2CustomersPerceptionsandExpectations
Qualityexpectationandthevaluationofservicesreceivedareslightlymoreintheprivatesectorbanksascomparedwiththepublicsectorbanks.Theeffectsfortacticsincesectariandifferentiationbecomeveryblurryasaresultofincreasingcorrespondencebetweenservicesandstrugglefromlinkedandadditionalindustries.
Servicequalityisoneofmainelementsofcustomersatisfactionandtheirintentiontopurchase.However,thecustomersofpublicandprivatesectorbanksdifferentintermsoftheirperceptionofservicequality.PrivateBankshavebeenobservedtobehigherondimensionsofservicequality:
effectivenessandconvenientwhile,thenationalizedbanksarebetteronthedimensionsofpriceandconsistency.
Privatebankcustomersaremoresatisfiedwiththeservicesthenpublicbanks.Managersinthebankingsectorundertakesignificanteffortstoconductcustomersatisfactionsurveysanditisappearsthatcustomersaresayingthattheyexpectgoodproductsandqualitytotheirbanksandthatmaytheonlythingimportanttothem.
2.3ImageandReputationofBanks
Somepubliclyownedbanksarescoringwellamongcustomersbutoverallanalysisshowsthatsatisfactionrateincustomersofprivatebanksismuchhigherthanpublicsectorbank
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