基于改进的SERVQUAL量表对A银行服务质量的调查研究

SERVQUAL量表广泛用于评价公司服务质量的量表,尤其是银行服务.但传统的SERVQUAL量表只能对所调查企业的服务情况与期望值进行比较,忽略了同行业其他竞争者的服务情况.本文首先在原有SERVQUAL量表的基础上进行改进,然后用改进后的SERVQUAL量表对A银行的服务质量进行调查评价,从而在提高服务质量方面提出建议,为银行业提出更全面的服务质量评价方法,帮助服务行业加强服务管理,提高竞争水平.     

基于消费者视角的网店服务质量评价研究

文章构建了网店服务质量评价体系,通过AHP方法(层次分析法)确定评价指标权重,并进而建立评价模型。研究结果表明:对网店服务质量影响最大的是商品描述客观、网店好评率高、发货及时。     

服务质量维度与顾客满意预测

强调服务质量、提升顾客满意度是我国服务行业赢得市场竞争的必然选择.在充分的理论研究基础之上,本研究选择了在银行业同时运用SERVQUAL与Technical/Functional Quality模型,以比较这两个模型预测和解释顾客满意的能力.数据分析的结果显示,在中国银行服务业的背景下,Technical/Functional Quality模型比SERVQUAL模型能更好地预测和解释顾客满意的变化.因此,学术界与业界都应更多地研究和运用Technical/Functional Quality模型,以提升顾客满意度,进而提高市场竞争力.     

商业银行服务质量的测量量表

服务质量对服务行业犹如产品质量对制造业一样重要。Roberts，Varki和Brodie认为服务质量作为关系质量的前因而成为顾客忠诚的间接前因。更有诸多学者将服务质量作为差异化的重要手段，认为服务质量关乎服务型企业的成败。     

寻找网上银行电子服务质量关键维度之方法研究

网上金融服务业务的广泛开展，为传统商业银行开拓新的市场提供了机遇和挑战。而影响顾客选择网络服务的重要因素是服务质量（e-senice quality）的高低。因此，找出影响网络银行服务质量的关键维度，应为研究的核心内容。     

服务质量五个维度的顾客容忍区分析

服务质量也称为顾客感知服务质量,是顾客对服务过程和结果的五个评价维度即可靠性、响应性、保证性、移情性和有形性的主观感受,这种评价是建立在将服务实际感知与事先持有的期望进行比照的基础上得出的。顾客容忍区是顾客对所接受服务质量的预期跨度,是心理感知对外在刺激的一段非线性反应区间。服务质量五个维度容忍区具有各自不同的特征,使得最终顾客对总体服务质量容忍区的确定与这五个维度的容忍区位置及形状密切相关。同时,本文还探讨了传递各种服务质量中的顾客心理效应。     

基于SERVQUAL模型的城镇社区养老服务质量测评与提升对策

本文以保定市某社区为样本,运用SERVQUAL模型进行研究,意图分析在人口老龄化严重、空巢老人增多、养老机构远不能满足现有需求的情况下,社区养老的服务质量、现状问题以及进一步的发展建议。     

电子商务服务质量评价指标体系研究

文章首先对近十年来中外学者在电子商务服务质量评价体系领域的研究进行了综述。在此领域的研究主要集中在以下几个方面:第一,传统领域的SERVQUAL量表在网络环境中的适应性研究;第二,根据电子商务特性对SERVQUAL量表进行修正;第三,构建多个层面的服务质量评价体系;第四,根据不同的电子商务模式开发与之相适应的服务质量评价体系。在此基础上提出了区分体验型商品和非体验型商品网上交易服务质量评价体系的理论框架。     

基于SERVQUAL模型的电子商务服务质量研究

电子商务出现至今发展迅速,但迅猛发展的同时也面临着新的问题——服务质量问题.本文对研究电子商务服务质量的相关文献进行梳理,主要涉及线上主要电子商务平台服务质量研究,对现有文献研究进行评述以及探讨出基于SERVQUAL的评价模型的改进方向.     

利用SERVQUAL评估生态旅游服务质量,保证旅游区可持续发展

本文分析了生态旅游的特点和用于评估生态旅游服务质量的工具SERVQUAL量表,整理了适合于生态旅游的相 关评估层面,指出影响生态旅游服务质量的三个最重要因素,并针对这三个因素,提出若干管理建议。     

中国网络银行服务质量的五纬度分析

本文基于文献考察总结了决定网络银行服务质量的因素,实证分析了决定中国的银行网络服务质量的因素如何影响顾客满意度。研究结果表明决定中国网络银行服务质量的信赖性、共感性、相互作用性等因素被认作是影响顾客满意的重要因素。     

银行业竞争度测度方法的分析及启示

银行业不同于传统工业企业,是一种提供金融中介服务的特殊行业。近年来,银行间兼并重组活动越来越多,给银行业市场带来规模、风险和行业竞争度方面的影响。文章对关于银行业竞争度的测度指标构建及实证应用做一归纳总结,为合理度量银行业竞争度提供理论参考。     

Italian Banking Sector and Value Creation

The finn value is the fundamental topic of corporate finance. The value creation is the aim of economic initiatives, strategies, corporate policies, and all business activities, including banking. It depends, among other things, on size, legal form, and business model. Therefore, this paper wants to demonstrate and explain the differences about the value created in the Italian banking sector, where there is much diversity regarding size, legal form, and business model. This paper estimated and compared the value of Italian listed companies from 2010 to 2012 and found the result： Banks create more value if they are big and operate in investment banking. Furthermore, it proved that legal form hasn＇t influenced performance and value of banks.     

Mixed Market Competition in a Quality Differentiated Duopoly Model An Approach to Banking Sector

This paper attempts to develop a theoretical framework to investigate the competitive implications of quality choices of financial institutions whereby they charge prices to consumers based on their willingness to pay for the service qualities in the mixed market scenario under vertical product differentiation model. Initially, it analyzes benchmark equilibrium solutions of monopoly and duopoly to establish the degree of quality differentiation between two private banks in an uncover market configuration. Further, it estimates the quality differentiation between private and public banks, and examines the interaction between two market structures keeping public bank as both leader and follower, and then measures the social welfare from different prospectives. The explicit operation of two stages Nash equilibrium game forecasted that public banks＇ monopoly seems to be still better than a private banking, and it is socially optimal. The outcome demonstrates a significant importance of vertical quality differentiation for policy implication in banking industry and provides an insight on the reasons of particular co-existence of public and private banking services in the specified location. In this context, it is concluded that the presence of public banks in banking industries is a crucial condition for obtaining the higher range of social welfare.     

Inefficiency in the Spanish Cooperative Banking Sector

This paper researches X-inefficiency and scale economies in Spanish cooperative banking between 1988 and 1996, using the stochastic cost frontier methodology. The Translog cost function, with three outputs and three inputs, is used to measure X-inefficiencies across time and size. During this period of time there is no important reduction in inefficiency levels, so deregulation and internationalization has little effect on the Spanish cooperative banking market. We can see that large cooperative banks are less inefficient than small ones, indicating that it would be convenient to increase the size of these kinds of banks in order to reduce inefficiencies in this sector. We also find scale economies during this period.     

风险管理理论及其在金融业中的应用

风险管理理论是现代金融理论研究的核心课题之一 ,其发展经历了早期金融风险管理理论、现代风险管理理论和新型风险管理理论三个阶段 ,风险管理理论在金融业中始终发挥着巨大的作用 ,伴随着金融业的发展而不断完善。     

Regulatory Policy and the Efficiency of the Banking Sector in Australia

This paper examines the technical efficiency of Australian banks during the post‐Wallis period (1997–2005). The results based on data envelopment analysis reveal that the extent of technical efficiency varies across the banks and over the years. The National Australia Bank, Commonwealth Bank and Macquarie Bank are found to be technically efficient, whereas Adelaide Bank, the Bank of Queensland and Westpac Bank are found to be prominently inefficient. Technical efficiency is the lowest among small banks and has declined over time largely due to deterioration in scale efficiency. Medium‐sized banks have outperformed both the small and large banks in terms of efficiency improvements. Some insights into the debate over the removal of the ‘four‐pillar’ policy are provided.     

中国服务业结构变动与增长的关联分析

1991年以来我国服务业发展呈现出明显的结构变动特征。本文通过对我国服务业内部结构与服务业增长之间相关关系进行动态和静态的实证分析,得出结论认为我国四个层次服务业的合理发展次序应为三、一、二、四。我国第二、四层次服务业发展速度应低于第一层次服务业,第三层次服务业发展速度应高于第一层次服务业,目前我国第一层次服务业增长速度趋缓不利于拉动我国服务业的进一步增长。文章最后给出了结论与政策性启示。     

中国工业部门要素分配份额决定因素研究

本文讨论我国工业部门要素分配份额的决定因素问题。在标准的新古典要素分配份额模型中,本文引入Dixit-Stiglitz垄断竞争以及企业目标函数的差异,建立了要素分配份额的决定模型。根据这个理论模型,本文建立了中国工业部门要素分配份额的计量模型,并利用系统GMM方法进行估计。回归结果表明,垄断能力越高,资本收入份额越高,国有和非国有企业的资本收入份额存在明显差异,国有企业的资本收入份额明显低于非国有企业,各类经济性质企业的资本收入份额从高到低依次为外商投资企业、港澳台企业、法人投资企业、集体企业、私有企业和国有企业。传统新古典分配模型考虑的技术因素,包括要素投入比的变化和技术进步,对要素分配份额的变化没有显著影响,表明我国工业部门要素替代弹性为1,因而劳动与资本相对价格的变化对要素分配份额没有显著影响。我们的结论是,工业部门要素分配份额变化的主要原因是产品市场垄断增加和国有部门改制引起的劳动力市场环境改变。     

Production Efficiency in the South African Banking Sector: A Stochastic Analysis

Econometric estimates of the level of efficiency at bank branches are likely to provide detailed insight into the overall level of efficiency in banking. Therefore this paper uses Bayesian stochastic frontier analysis to assess the production efficiency of 61 bank branches in the nine provinces of the Republic of South Africa. We find that every branch is operating at increasing returns to scale and that the level of production efficiency of bank branches is lower than it could be. We also find that at current levels of output, on average, bank branches can reduce their costs by about 17% if they improve the level of efficiency. In addition, we find that Gauteng Province has the lowest average level of returns to scale, while the Free State Province has the highest average level of the nine provinces. In addition, via estimates of the posterior mean for shares and price elasticities, we find that the price of capital is the largest predicted proportion of costs. These findings suggest that bank branches could also obtain cost reductions by increasing the level of output. Regulatory policy reforms and competitive incentives to enable banks to meet this objective should be encouraged.