دانلود مقاله تحلیل کیفیت خدمات، رضایت مشتری و مشارکت مشتری در بانکداری
چکیده
مقدمه
بررسی ادبیات و توسعه فرضیه
روش تحقیق
نتایج و تجزیه و تحلیل
بحث
نتیجه
منابع
Abstract
Introduction
Literature review and hypothesis development
Research methodology
Results and analysis
Discussion
Conclusion
References
چکیده
این مطالعه به بررسی ارتباط بین کیفیت خدمات، رضایت مشتری و مشارکت مشتری در بانک‌های بخش دولتی هند می‌پردازد. این مطالعه نقش میانجی رضایت مشتری را بین کیفیت خدمات درک شده و مشارکت مشتری بررسی کرد. داده های اولیه از طریق یک پرسشنامه ساختاریافته از دویست و پنجاه پاسخ دهنده جمع آوری شد. رگرسیون چندگانه سلسله مراتبی برای کشف اثر میانجی استفاده می شود. این مطالعه نشان داد که رضایت مشتری کیفیت خدمات و تعامل مشتری را واسطه می کند. یافته‌های این مطالعه بینش‌های جدیدی را برای بخش بانکی به منظور افزایش رضایت و تعامل مشتریان ارائه می‌کند.
توجه! این متن ترجمه ماشینی بوده و توسط مترجمین ای ترجمه، ترجمه نشده است.
Abstract
This study examines the linkage between service quality, customer satisfaction, and customer engagement in Indian public sector banks. The study explored the mediating role of customer satisfaction between perceived service quality and customer engagement. Primary data were collected through a structured questionnaire from the two hundred and fifty respondents. Hierarchical multiple regression is used to find out the mediation effect. The study found that customer satisfaction mediates service quality and customer engagement. The study's findings provide new insights for the banking sector to enhance customer satisfaction and engagement.
Introduction
Customers are critical to the growth of any business, industry, or service area, mainly fnancial services. Measuring service quality in the banking industry is regarded as the most challenging task compared to other sectors. In India, banks are essential participants in the fnancial system. Banking provides a variety of services and opportunities. Several innovative IT-based services, like ATMs, internet banking, smart cards, credit cards, mobile banking, phone banking, and anywhere-anytime banking, have given customers various convenient services.
Conclusion
This study aims to determine the impact of perceived service quality on customer satisfaction and engagement in the Indian retail banking sector (only public sector nationalized banks). The efect of customer satisfaction on consumer engagement is the second point to consider. Finally, consider the role of customer satisfaction in mediating the relationship between perceived service quality and consumer engagement. The overall service quality is limited (Brown et al. 1993).
Hypothesis 1 Service quality has a positive efect on customer satisfaction.
Hypothesis 2 Service quality has a positive efect on customer engagement.
Hypothesis 3 Customer satisfaction has a positive impact on customer engagement.
Hypothesis 4 Customer satisfaction mediates the relationship between service quality and customer engagement.