文档介绍：标题:parison of service quality in the banking industry Some evidence from Turkish- and Greek-speaking areas in Cyprus
原文:
1 Introduction
There is a growing importance of services in the world economy. Services contributed a total of per cent of world gross domestic product (GDP) in the year 2000. Services are difficult to manage due to certain inherited characteristics such as intangibility, heterogeneity, inseparatibility and perishability. plex nature of services, coupled with the growing prominence of the services sector has also increased the need for better service quality. Therefore, the topic of service quality is increasingly recognized as being one of the key strategic values anizations in both the manufacturing and service sectors (Lewis, 1991). Service quality, allows pany to differentiate itself from petitors by increasing sales and market shares, it results in the satisfaction and retention of customers and employees, thus reducing turnover rates, it leads to repeat purchase behaviour and brand loyalty and furthermore, new customers are attracted through positive word-of-mouth, (Lewis, 1991; Newman, 2001; Caruana, 2002; Wang et al., 2003). Banking and financial services are an important part of the services industry (Mishkin, 2001). In line with the trend towards a more integrated global banking environment, many regulatory, structural and technological changes have taken place within the world banking industry (Angur et al., 1999). Banks are expanding across borders, offering a diverse portfolio petitive services and restructuring their services in order to make use of rapid technology and to meet the changing needs of customers. The EU has played an important role in facilitating global banking. Financial services within the EU have been regulated and restructured in an effort to integrate the sector, by eliminating impediments to cross border branching practices. Because of these measures, the nature of banking services and customer relations ar