Ngân hàng tư nhân và công: so sánh giữa kỳ vọng và cảm nhận của khách hàng
Tóm tắt
Từ khóa
Tài liệu tham khảo
Anderson, T.W. Jr, Cox, III, E.P. and Fulcher, D.G. (1976, “Bank selection decisions and market segmentation”, Journal of Marketing, Vol. 40, January, pp. 40‐5.
Argyropoulos, P. (1996, “Trapezes: to Mellon sta Agrotika Proionta”, Ikonomikos Tachydromos, 2 May, pp. 83‐5.
BMA ‐ Bank Marketing Association (an affiliate of American Bankers Association) (1991, Quality Focus ‐ How to Conduct Service Quality Research, p. 1.
Banking World (1993), “Customer attitudes ‐ banks and societies get a good report”, November, p. 18.
Berry, L.L., Zeithaml, V.A. and Parasuraman, A. (1985, “Quality counts in services too”, Business Horizon, May/June, pp. 44‐52.
Birch, P. (1995, “Adapting to change”, Banking World, January, p. 29.
Bitner, M.J. and Hubbert, A.R. (1994, “Encounter satisfaction versus overall satisfaction versus quality”, in Rust, R.T. and Oliver, R.L. (1994), Service Quality: New Directions in Theory and Practice, Sage, Newbury Park, CA, pp. 72‐4.
Bitner, M.J., Booms, B.H. and Mohr, L.A. (1994, “Critical service encounters: the employee’s view”, Journal of Marketing, Vol. 58, April, pp. 95‐106.
Bitner, M.J., Booms, B.H. and Tetreault, M.S. (1990, “The service encounter: diagnosing favorable and unfavorable incidents”, Journal of Marketing, Vol. 54, January, pp. 71‐84.
Brown, S.W. and Swartz, T.A. (1989, “A gap analysis of professional service quality”, Journal of Marketing, Vol. 53, April, pp. 92‐8.
Buzzell, R.D. and Gale, B.T. (1987, The PIMS Principles: Linking Strategy to Performance, The Free Press, New York, NY.
Chalikias, D. (1991, Annual Report of the Bank of Greece, Banking in the EC, 1991 ‐ Structure and Sources of Finance, Financial Times Management Report published and distributed by Financial Times Business Information, p. 153.
Cronin, J.J. and Taylor, S.A. (1992, “Measuring service quality: a re‐examination and extention”, Journal of Marketing, Vol. 56, July, pp. 55‐68.
Curwin, J. and Slater, R. (1991, Quantitative Methods for Business Decisions, 3rd ed., Chapman and Hall, London.
Davis, B. (1994, “Change is the only constant”, Banking World, January, p. 21.
Edvardsson, B., Thomasson, B. and Ovretveit, J. (1994, Quality of Service, Barrie Dale, London.
Ellwood, P. (1994, “Thriving through service”, Banking World, January, p. 20.
Emmanouilidis, O. (1996, “Orgio Proslipseon apo tis Trapezes”, Apogevmatini, 13 March.
Ennew, C.T., Wright, M. and Thwaites, D. (1993, “Strategic marketing in financial services: retrospect and prospect”, International Journal of Bank Marketing, Vol. 11 No. 6, pp. 12‐18.
Gortsos, C.V. (1992, The Greek Banking System, Hellenic Bank Association, Athens.
Grönroos, C. (1990, Service Management and Marketing, Lexington Books, Lexington, MA.
Hammer, M. and Champy, J. (1994, Reengineering the Corporation: A Manifesto for Business Revolution, Harper Business, New York, NY.
Hauser, J.R. and Clausing, D. (1988, “The house of quality”, Harvard Business Review, Vol. 66, May‐June, pp. 63‐73.
Kangis, P. and Passa, V. (1997, “Awareness of service charges and its influence on customer expectations and perceptions of quality in banking”, The Journal of Services Marketing, Vol. 11 No. 2, pp. 108‐16.
Keiningham, T., Zahorik, A.J. and Rust, R.T. (1994‐95, “Getting return on quality”, Journal of Retail Banking, Vol. XVI No. 4, Winter, pp. 7‐12.
Keller, K.L. (1993, “Conceptualising, measuring, and managing customer‐based brand equity”, Journal of Marketing, January, pp. 1‐22.
Kotler, P. (1994, Marketing Management, Analysis, Planning, Implementation and Control, 8th ed., Prentice‐Hall International,Englewood Cliffs, NJ.
Lewis, B.R. (1989, “Quality in the service sector: a review”, International Journal of Bank Marketing, Vol. 7 No. 5, pp. 4‐12.
Lewis, B.R. (1991, “Service quality: an international comparison of bank customers’ expectations and perceptions”, Journal of Marketing Management, Vol. 7, pp. 47‐62.
Lewis, B.R. (1993, “Service quality: recent developments in financial services”, International Journal of Bank Marketing, Vol. 11 No. 6, pp. 19‐25.
Lewis, B.R., Orledge, J. and Mitchell, V.‐W. (1994, “Service quality: students’ assessment of banks and building societies”, International Journal of Bank Marketing, Vol. 12 No. 4, pp. 3‐12.
McDougall, G.H.G. and Levesque, T.J. (1994, “Benefit segmentation using service quality dimensions: an investigation in retail banking”, International Journal of Bank Marketing, Vol. 12 No. 2, pp. 15‐23.
Mirkos, G. (1996, “Mia alli Trapezitiki Politiki, gia mia alli Ethniki Trapeza”, Ikonomikos Tachydromos, 25 April, pp. 24‐31.
Morgan, N.A. (1989, “Developing information strategies in the financial services sector”, Marketing Intelligence and Planning, Vol. 7 No. 7/8, pp. 24‐8 (quoted in Thwaites, D. and Vere, L. 1995), “Bank selection criteria ‐ student perspective”, Journal of Marketing Management, Vol. 11, pp. 133‐49).
Morris, D.C. and Brandon, J.S. (1993, Reengineering Your Business, McGraw‐Hill, New York, NY.
Moutinho, L. and Brownlie, D.T. (1989, “Customer satisfaction with bank services: a multi‐dimensional space analysis”, International Journal of Bank Marketing, Vol. 7 No. 5, pp. 23‐7.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985, “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49, Fall, pp. 41‐50.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988, “SERVQUAL: a multiple‐item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64, Spring, pp. 12‐40.
Parasuraman, A., Berry, L.L. and Zeithaml, V.A. (1991, “Understanding customer expectations of service”, Sloan Management Review, Vol. 32 No. 3, Spring, pp. 39‐48.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1991, “Refinement and reassessment of the SERVQUAL scale”, Journal of Retailing, Vol. 67, Winter, pp. 420‐50.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1994, “Reassessment of expectations as a comparison standard in measuring service quality”, Journal of Marketing, Vol. 58, January, pp. 111‐24.
Platon, T. (1986, Erevna Agoras, Organismos Proothisis Exagogon, Athens.
Provopoulos, G. (1995, To Elliniko Chrimatopistotiko Systima: Taseis kai Prooptikes, Idryma Ikonomikon kai Viomichanikon Erevnon (IOBE)..
Rust, R.T. and Oliver, R.L. (1994, Service quality: New Directions in Theory and Practice, Sage, Newbury Park, CA.
Stergiou, D. (1996, “Imerologio Spatalis (Apo 6‐15 Martiou)”, Ikonomikos Tachydromos, 21 March, p. 7.
Takeuchi, H. and Quelch, J.A. (1983, “Quality is more than making a good product”, Harvard Business Review, July‐August, pp. 139‐45.
Taylor, S. and Baker, T. (1994, “An assessment of the relationship between service quality and customer satisfaction in the formation of consumers’ purchase intentions”, Journal of Retailing, Vol. 70 No. 2, pp. 163‐78.
Thwaites, D. and Vere, L. (1995, “Bank selection criteria ‐ student perspective”, Journal of Marketing Management, Vol. 11, pp. 133‐49.
Turnbull, P.T. and Demades, M. (1995, “Marketing bank services to corporate clients”, Journal of Marketing Management, Vol. 11, pp. 187‐205.
Watson (1995, “Learning to let go”, Euromoney, June, p. 186.
Wong, S.M. and Perry, C. (1991, “Customer service strategies in financial retailing”, International Journal of Bank Marketing, Vol. 9 No. 3, pp. 11‐16.
Zavvos, G.S. (1989, I Trapezitiki Politiki tis EOK en Opsi tou 1992, Hellenic Banks Association, Athens, Greece.
Zeithaml, V.A. (1988, “Consumer perceptions of price, quality, and value: a means‐end model and synthesis of evidence”, Journal of Marketing, Vol. 52, July, pp. 2‐22.
Zeithaml, V.A. and Bitner, J.M. (1996, Services Marketing, McGraw‐Hill, New York, NY.
Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1993, “The nature and determinanats of customer expectations of service”, Journal of the Academy of Marketing Science, Vol. 21 No. 1, Winter, pp. 1‐12.
Zeithaml,V.A., Parasuraman, A. and Berry, L.L. (1990, Delivering Quality Service ‐ Balancing Customer Perceptions and Expectations, The Free Press, New York, NY.