بررسی تأثیر کیفیت خدمات سنتی و الکترونیک بر رقابت پذیری در نظام بانکداری (مورد مطالعه: مشتریان شعب بانک صادرات شهر خرم آباد) | ||
| کاوش‌های مدیریت بازرگانی | ||
| مقاله 12، دوره 10، شماره 19، شهریور 1397، صفحه 253-276 اصل مقاله (326.64 K) | ||
| نوع مقاله: مقاله پژوهشی | ||
| نویسندگان | ||
| سید نجم الدین موسوی1؛ حجت وحدتی1؛ سلیمان جعفری* 2 | ||
| 1استادیار، گروه مدیریت بازرگانی، دانشکده علوم اقتصادی و اداری، دانشگاه لرستان | ||
| 2کارشناس ارشد مدیریت بازرگانی، دانشکده علوم اقتصادی و اداری، دانشگاه لرستان | ||
| چکیده | ||
| هدف پژوهش حاضر، بررسی تأثیر کیفیت خدمات سنتی و الکترونیک بر رقابت‌پذیری شعب بانک صادرات شهر خرم آباد است. این پژوهش به لحاظ هدف، در قالب تحقیقات کاربردی و به لحاظ شیوه اجرای پژوهش در زمره تحقیقات توصیفی– علّی است. جامعه آماری پژوهش مشتریان شعب بانک صادرات شهر خرم آباد است. با توجه به اینکه جامعه مشتریان بانک نامحدود بوده، با استفاده از فرمول کوکران 384 نفر به روش نمونه‌گیری در دسترس به عنوان نمونه انتخاب گردید. ابزار گردآوری داده‌ها، پرسشنامه بوده که روایی پرسشنامه‌ها با بکارگیری روش اعتبار محتوا و پایایی آنها با محاسبه آلفای کرونباخ تأیید شد. در این پژوهش، داده‌های به دست آمده به کمک نرم افزار SPSS مورد تجزیه و تحلیل قرار گرفت و نتایج نشان داد که کیفیت خدمات سنتی و الکترونیک بر رقابت پذیری تأثیر مثبت و معناداری دارند و از میان این دو، کیفیت خدمات الکترونیک تأثیر مثبت و معنادار بیشتری بر رقابت پذیری دارد. از طرف دیگر بُعد قابلیت اطمینان کیفیت خدمات سنتی و بُعد حریم شخصی کیفیت خدمات الکترونیک تأثیر مثبت و معنادار بیش تری بر رقابت پذیری دارند. بنابراین با توجه به نتایج بدست آمده بانک صادرات لازم است که توجه ویژه‌ای بر روی کیفیت خدمات الکترونیک خود داشته باشد. | ||
| کلیدواژه‌ها | ||
| کیفیت خدمات سنتی؛ کیفیت خدمات الکترونیک؛ رقابت‌پذیری؛ بانک صادرات؛ خرم آباد | ||
| عنوان مقاله [English] | ||
| A Survey of the Effect of Electronic and Traditional Services Quality on Banking System Competitiveness: A Case Study of Saderat Bank Customers in the City of Khorramabad | ||
| نویسندگان [English] | ||
| Sayed Najmodin Mousavi1؛ Hojat Vahdati1؛ Soleiman Jafari2 | ||
| 1Assistant Professor, Department of Business Administration, Faculty of Economics and Administration, Lorestan University | ||
| 2Master of Business Administration, Faculty of Economics and Administration, Lorestan University | ||
| چکیده [English] | ||
| This study aims at the effect of traditional service quality and electronic service quality on the competitiveness of Saderat banks in the city of Khorramabad. In terms of purpose, the research is an applied one, and, in terms of method, it is of a descriptive causal type. The study population consisted of Saderat bank customers selected in a sample of 384 people. The data collection instrument was a questionnaire whose content validity and reliability was confirmed by Cronbach's alpha. In this study, to investigate and test the hypotheses, the data was analyzed using the SPSS software. The results showed that the quality of traditional and electronic services has a significant positive impact on competitiveness. Of these two types of services, electronic services proved to have a significantly greater impact than traditional services on the competitiveness of Saderat banks. On the other hand, it was found that the reliability of traditional service quality, components privacy, and quality of service more significantly and positively impact competitiveness of the banks, as compared to other dimensions. Thus, according to the results, it is necessary to pay special attention to the quality of electronic services. | ||
| کلیدواژه‌ها [English] | ||
| Traditional service quality, Electronic services quality, Competitiveness, Saderat bank, Khorramabad | ||
| مراجع | ||
|
1- Akimova, I., (2000), Development of Market orientation and competitiveness of Ukrainian firms; European Journal of marketing , vol. 34,No. 9110 , pp. 1128-1148.
2- Akinci,S.,Atilgan-Inan,E.,&Aksoy.S.(2010), Re-assessment of E-S-Qual and E-RecS- Qual in a pure service setting Journal of Business Research ,63(3),232-240.
3- Alvani, S.M., Moghimi, S.M., Hafizi, R and Hamidizadeh, A (2009), Measurement and Comparison of Service Quality at Isfahan National Bank Branches, Organizational Culture Management, Vol.7, pp. 5-27.
4- Arasli,H.,Mehtap- smadi,S& Turan Katircioglu.,S.(2005), Customer service Quality in the Greek Cypriot Banking Industry, Managing Service Quality,15(1),41-56.
5- Bahia, K., and Nantel, J. (2000), A Reliable and Valid Measurement Scale forthe Perceived Service Quality of Banks, International Journal of Bank Marketing,18, (2), 1-15.
6- Baloch,Q.B,Jamshed,J,&Zaman.G.(2015), Enhancing service Quality &Reviving Competitiveness of Pakistan International Airline Abasyn, Journal of social sciences,Vol.7.
7- Barnes,S.J.,Vidgen,T.R.(2007), An Integrative Approach to the Assessment of Ecommerce quality, Journal of Electronic commerce,3(3),114-127.
8- Bauer,H.H.,Falk,T.,&Hammerschmidt,M.(2006), E Trans Qual;A transaction process-based approach for capturing Service quality in online shopping, Journal of Business Research,59(7),866-875.
9- Behara,R.S.,Fisher,W.W.,&Lemmink,J.G.(2002), Modeling and Evaluating Quality Management using Neural Network. International Journal of opertions &Prodection Management,22,1162-1185.
10- Bennett,D.,& Higgins,M.(1998).Quality means more smiles. ABA Banking Journal.80(6).46.
11- Booth,E.M.&Philip,G.(1988), Technology, competencies and competitiveness, The case for Reconfigurable and flexibhe strategies, Journal of Business Research,Vol.41,pp.29-40.
12- Buckley,P.J.,Pass,C.L.&Prescott,K.(1988), Measures of International competitiveness: A Critical Survey, Journal of Marketing,Vol.4,No.2,pp.175-200.
13- Ding,D.X.,Hu.P.J.-H.,&Sheng.O.R.L.,(2011), E-SEIFQUAL: A scale for measuring online self-service quality. Journal of Business Research,64(5),508-515.
14- Dutta. S.K., (2007). Enhancing competitiveness of India Inc.: creating linkages between organizational & National competitiveness. International journal of social Economic, 34: 679- 711.
15- Feyz, D., & Rajabi Midaerdeh, I., (2008), Investigating Factors Affecting the Loyalty of Private Bank Customers from the Point of View of Customers, Journal of Management Researches, Volume 1, No 2, pp. 1-12.
16- Ghaffari, F., Jafari, P., and Amir Madhadi, A., (2011), Study of the Relationship between Service Quality Dimensions and Customer Satisfaction in the Banking Industry: Comparative Model of Traditional and Electronic Services, Journal of Management Science of Iran, Vol. 6, No.24, pp. 44-66.
17- Gronroos,C.,Heinonen,F.,Isoniemi,k.&Lindholm,M.,(2000), The Net offer model a case example form the virtual marketspace. Management Decision.38(4).243-252.
18- Guo,X.,Duff.A.,&Hair,M.(2008), Service Quality Measurement in the Chinese corporate Banking Market, International Journal of Bank Marketing,26(5),305-327.
19- Hadizadeh Moghadam, A.,& Shahedi, K., (2008), Comparative Study of the Quality of Public Banking Services and Private Banking, Journal of Humanities and Social Management, Vol. 8, No. 4, pp. 125-146.
20- Kotler,P.(1997). Marketing Management: Analysis, Planning, Implementation, and control, upper saddle River ,NJ: Prentice-Hall ,Inc.
21- Ladhari,R.(2009),service quality, emotional Satisfaction, and behavioral intentions :A study in the hotel industry? Managing service Quality1085-1108.
22- Lin,w.B.,(2007),An empirical of service quality model form the viewpoint of management. Expert systems with Applications,32,364-375.
23- Mazzeo,M.J.(2003), Competition and service quality in the U.S. Airline Industry, Review of Industrial organization,22:275-296.
24- Mc Guire, D. & cross, C. (2003): Examining the matching process- Human Resource management and competitive strategies: A study of the Irish Retail sector, presented, presented at the conference on International Human Resource Management University of the Limerick, June 4-6 2003. http: // ere search. Qmu. Ac.uk/ 279/.
25- Menzler,H.M.(1955), Multinational Enterprises and Technology Transfer, International Journal of Technology Management,Vol.10,pp.293-311.
26- Moon,H.Chang,Rugman,A.Verbeke,A.(1988), A Generalized Double Diamond Approach to the Global competitiveness of korea and Singapore, International Business Review,Vol.7,pp.135-150.
27- Mortazavi, S., Kafashpour, A., Habibi Rad, A.,and Asman Darreh, Y., (2009); "Segmentation of the Mashhad Banks Market Based on the Expected Benefits of Customers", Knowledge and Development, Vol. 17, No. 29, pp. 126-161.
28- Murths,T.P.,(1988), contry capabilities and the strategic state: How National Political Institutions Affect MNC strategies,strategic Management Journal,Vol.15. pp:113-129.
29- Nayebzadeh, S., Dehghan Dehnavi, H., & Feyz, R., (2010), Assessing the Quality of National Bank Services Using the Servoqual Method for Customers Who Use Electronic Banking Services, Marketing Management Magazine, No. 8.
30- Nittana,S.,(2005), E-Service Quality A Paradigm For Competitive Success of commerce, Journal of service Research, 16(7),230-240.
31- Njovo,M.,&Makacha,C.(2015). Service Quality: A key Determinant of organizational Competitiveness. Archive Research Journal,3(1),238-245.
32- OECD(2005), Bank profitability,OECD Paris.
33- Parasuraman,A., Zeithaml,V.A.Malhotra,A.(2005).E-S-QUAL a multiple-itm scale assessing electronic a service quality Journal of service research,7(3)1-21.
34- Parasuraman,A.,Zeithaml,V.A.and Berry,L.L.(1988). A conceptual model of service quality and its implications for future research .Journal of Marketing 40.pp41-50
35- Porter,M.,(1990), The competitive Advantage of Nations, New Yorc:free Press.
36- Porter,M.E.(1979), How competitive forces shape strategy, Harvard Business Review,Vol.57,No.2,pp.137-145.
37- Ross,I.Juwaheer,A(2004), service quality and store performance: some Evidence form Greece, Managing service quality,5(1),pp24-50.
38- Santos,J.(2003), E-service quality A model of virtual service quality dimensions. Managing service quality.13(3),233-246.
39- schwab. K., (2010). The Global competitiveness Report 2010- 2011. Geneva: word Economic forum.
40- Seyyed Javadin, S.R, & Masoud, Kamiasy (2015), Service Quality Management, First Edition, Tehran: Publishing Ghazan Danesh.
41- sheng.T.,&Lin,C.(2010).An empirical study on the effect of e-service quality online customer satisfaction and loyalty.Nankai Business Review International,1,273-283.
42- Shurchuluu.P.,(2002), National Productivity and competitiveness strategies for the New Millennium. Integrated Manufacturing system.Vol.B(6),pp:408-411.
43- Sweeney.J.C&Souter,G(2007), Consumer Perceived Volue:The Development of Multiple Itm Scale, Journal of Retailing ,vol.77.No.2,pp.203-220.
44- United Nations Development Program(UNCTAD)(1997).Global Benchmarking ,New York.
45- World Economic forum(WEF)(2004), The Global competitiveness Report. Geneva.
46- Zeithaml,V, A, Parasuraman, A. & Malhotra, A. (2000). A conceptual framework for understanding e-service quality :Implications for future research and managerial Practice, working Paper. Report No, 00-115,Marketing science Institute,Cambridge.MA, PP;1-46.
47- Zhu, F.,Wymer Jr, W., & Chen, I.(2002), IT based service and service quality in consumer banking. International Journal of service Industry Management, 69-90. | ||
|
آمار تعداد مشاهده مقاله: 1,346 تعداد دریافت فایل اصل مقاله: 1,278 |
||