Ngân hàng tư nhân và công: so sánh giữa kỳ vọng và cảm nhận của khách hàng
Tóm tắt
Bài báo báo cáo kết quả của một cuộc khảo sát giữa khách hàng của các ngân hàng tư nhân và công cộng tại Hy Lạp về nhận thức và kỳ vọng đối với chất lượng dịch vụ. Kết quả cho thấy kỳ vọng về chất lượng và đánh giá dịch vụ nhận được có phần cao hơn ở khu vực tư nhân so với khu vực công trong hầu hết các khía cạnh được đo lường; tuy nhiên, mức độ quan trọng tương đối gán cho mỗi thuộc tính chất lượng lại có nét tương đồng giữa hai khu vực. Tuy nhiên, nhận thức về hồ sơ của các dịch vụ nhận được khác nhau giữa các khu vực, do đó cho thấy rằng họ thực sự cung cấp một chất lượng dịch vụ khác biệt. Bài báo thảo luận về các hệ quả cho chiến lược, vì sự phân biệt giữa các khu vực trong lĩnh vực ngân hàng đang trở nên mờ nhạt do sự chồng chéo ngày càng tăng giữa các dịch vụ và sự cạnh tranh từ các ngành liên quan cũng như sản phẩm thay thế. Bài báo xác định sự khác biệt trong nhận thức về dịch vụ được cung cấp là yếu tố quan trọng để định vị cạnh tranh trong lĩnh vực dịch vụ tài chính.
Từ khóa
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