客戶對(duì)所提供服務(wù)的信任和滿意度決定了銀行的盈利能力和聲譽(yù)。大多數(shù)現(xiàn)有研究結(jié)果表明,滿意度和服務(wù)質(zhì)量都顯著地影響銀行的業(yè)績。雖然有大量關(guān)于服務(wù)質(zhì)量、服務(wù)滿意度、客戶信任、忠誠度與企業(yè)績效之間關(guān)系的研究,但現(xiàn)有研究仍有一些空白。首先,迄今為止的大部分研究工作主要集中在西方發(fā)達(dá)經(jīng)濟(jì)體和知名的企業(yè),而對(duì)發(fā)展中國家、特別是最不發(fā)達(dá)經(jīng)濟(jì)體銀行業(yè)的相關(guān)研究甚少。第二,發(fā)達(dá)經(jīng)濟(jì)體情境下的理論模型與經(jīng)驗(yàn)?zāi)Ｐ蛯?duì)最不發(fā)達(dá)經(jīng)濟(jì)體情景的轉(zhuǎn)移性和適用性仍然存在疑問。在不發(fā)達(dá)經(jīng)濟(jì)體的埃塞俄比亞,幾乎沒有關(guān)于服務(wù)質(zhì)量和客戶滿意度對(duì)銀行績效影響方面的研究工作,更沒有基于理論框架的實(shí)證研究。因此,這項(xiàng)研究將填補(bǔ)埃塞俄比亞缺乏相關(guān)研究的空白,通過文獻(xiàn)梳理和實(shí)證研究,尋找不發(fā)達(dá)經(jīng)濟(jì)體與發(fā)達(dá)經(jīng)濟(jì)體之間的差距,進(jìn)而為提升埃塞俄比亞銀行業(yè)的服務(wù)質(zhì)量,增強(qiáng)客戶滿意度提供有價(jià)值的管理建。為了更好地了解服務(wù)質(zhì)量和客戶滿意度對(duì)埃塞俄比亞銀行績效的影響,本項(xiàng)研究將利用結(jié)構(gòu)方程模型(SEM)考察服務(wù)質(zhì)量和客戶滿意度對(duì)該國銀行業(yè)績的影響,鑒別弱化銀行績效的影響因素,并比較國家銀行和私人銀行業(yè)績影響因素的差異�；诮�(jīng)典的“服務(wù)質(zhì)量→顧客滿意度→企...

【文章頁數(shù)】：79 頁

【學(xué)位級(jí)別】：碩士

【文章目錄】：
Abstract
摘要
Chapter 1 Introduction
    1.1 Research Background
    1.2 Literature Review
    1.3 Research Question
    1.4 Objective of the Study
    1.5 Scope of the Study
Chapter 2 Theoretical Framework
    2.1 Service Quality Model
    2.2 Service Quality Dimensions
        2.2.1 Tangibility
        2.2.2 Reliability
        2.2.3 Assurance
        2.2.4 Responsiveness
        2.2.5 Empathy
    2.3 Service Quality
        2.3.1 Importance of Service Quality in Bank Services
        2.3.2 Determinants of Service Quality
    2.4 Customer Satisfaction and Determinants
    2.5 Bank Performance and Determinants
    2.6 Summary
Chapter 3 Research Methodology
    3.1 Research Design
    3.2 Target Population and Sampling Technique
    3.3 Data Collection
    3.4 Data Preparation
        3.4.1 Data Editing and Coding
        3.4.2 Data Cleaning, Screening and Missing Values
        3.4.3 Data Entry
        3.4.4 Response Rate
    3.5 Reliability and Validity
    3.6 Summary
Chapter 4 Result and Discussion
    4.1 Commercial Bank of Ethiopia
    4.2 Awash International Bank
    4.3 Descriptive Statistics
        4.3.1 Demographic Information in General
        4.3.2 Demographic Information in Each Bank
    4.4 Inferential Statistics
        4.4.1 Conceptual Framework
        4.4.2 Measurement Model
        4.4.3 Structural Model
    4.5 Comparative Analysis of Two Banks
    4.6 Managerial Implication
    4.7 Summary
Conclusion
References
Appendix
Acknowledgement
Resume



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