从伊朗电子银行服务质量分析电子银行水平与客户满意度的关系外文翻译资料

 2021-11-18 10:11

英语原文共 11 页

从伊朗电子银行服务质量分析电子银行水平与客户满意度的关系

在今天,In order to dominate the environmental rapid changes and obtain the flexibility,using e-banking is vital andinevitable today.为了主导环境的快速变化并获得灵活性,使用电子银行是至关重要的,也是不可避免的。The purpose of this research is to analyze e-banking changes and its level of customer satisfactionin Iranian Banks in a four-year period and the measurement of customer satisfaction of e-banking service quality inIran.这项研究的目的是分析伊朗银行在四年内的电子银行变化及其相应的客户满意度,并且衡量伊朗电子银行服务质量与客户满意度。In order to achieve this goal,a survey conducted in two phases.为了实现这一目标,这项调查分两个阶段进行。Firstly,four-year data was gathered from theelectronic banking project.首先,从电子银行项目收集了四年的数据;Secondly,a sample of research including 19 private and public banks in Iran wasselected,a questionnaire was designed,distributed,collected and analyzed.其次,选择了包括伊朗19家私营和公共银行在内的研究样本,设计、分发、收集和分析了调查问卷。All data for these banks was taken fromCentral Bank of the Islamic Republic of Iran.这些银行的所有数据均来自伊朗伊斯兰共和国中央银行,The methodology of research was factor and correlation analysis.研究方法是因子和相关分析。Theresults imply that increasing the level of e-banking in Iran has a positive relationship with customer satisfactionfrom e-banking service quality.结果表明,提高伊朗电子银行业务水平与电子银行服务质量的客户满意度呈正相关关系。

Keywords:e-banking,correlation,customer satisfaction,e-banking service quality关键词:电子银行,关联,客户满意度,电子银行服务质量

Introduction介绍

Rapid technological advances have introduced significant changes in the global economic and businessenvironment(Hwayamp;Yu,2003).快速的技术进步已经在全球经济和商业环境中引入了重大变化(Hway&Yu,2003)。In this regard,trend of electronic commerce(e-commerce)has become avery important technological advancement for businesses in changing business practices(Brodie,Winklhofer,Coviello,amp;Johnston,2007;Gonzaacute;lez,Dentiste,amp;Rhonda,2008;Lichtensteinamp;Williamson,2006).在这方面,电子商务在企业不断变化的业务实践中已经逐渐成为了非常重要的技术进步(布罗迪,Winklhofer,科维洛&约翰斯顿,2007;冈萨雷斯aacute;勒莱,Dentiste,和朗达,2008;列支敦士登&威廉姆森,2006年)。This hasexperienced a tremendous growth in recent years as a result of new business initiatives utilizing thesetechnologies(Barwiseamp;Farley,2005).近年来,采用这些技术的新业务计划获得了巨大的增长(Barwise&Farley,2005)。

In particular,industries that are information-oriented such as banking services and securities tradingsectors are expected to experience the highest growth in e-commerce(Ibrahim,Joseph,amp;Ibeh,2006;Hughes,2002).特别是信息化的行业,如银行服务和证券交易部门,预计将在电子商务中实现最高增长(Ibrahim,Joseph,&Ibeh,2006;Hughes,2002)。Inevitably,this phenomenon has sparked a lot of attention in the academic literature lately(such as Gan,Clemes,Limsombunchai,amp;Weng,2006;K.Pikkarainen,T.Pikkarainen,Karjaluoto,amp;Pahnila,2006;Shamdasani,Mukherjee,amp;Malhotra,2008).不可避免的是,这种现象最近在学术文献中引起了很多关注(例如Gan,Limsombunchai,Clemes&Weng,2006;K.Pikkarainen,T.Pikkarainen,Karjaluoto&Pahnila,2006; Shamdasani,Mukherjee&Malhotra,2008)。

Considering this,all banking service industries in Iran are affected by the advancement of thetechnological innovation as well.考虑到这一点,伊朗的所有银行服务行业也受到技术创新进步的影响。In banking industry,branches alone are no longer sufficient to providebanking services to cater the needs of today#39;s sophisticated and demanding customers.在银行业,仅凭开设分行不再足以提供完善的银行服务以满足当今复杂和苛刻的客户的需求。The provision ofbanking services through electronic banking,namely,ATMs,POS,and e-cart has provided an alternativemeans to acquire banking services more conveniently.通过电子银行提供的银行服务,即ATM,POS和模拟电商平台,为更方便地获得银行服务提供了另一种选择。With the proliferation of computers usage,the electronicdelivery of banking services has become ideal for banks to meet customer#39;s expectations.随着计算机使用的增加,银行服务的电子交付已成为银行满足客户期望的理想选择。Compatible with therevolutionary components of the electronic marketplace,Iran has actively developed e-banking services sincemid-2000.Public awareness of e-banking among users has been increased and thus people are ready to migrateto technology applications.自2000年以来,伊朗与电子市场的各种组成部分相容,积极开发电子银行服务。公众对用户电子银行的认识有所提高,因此人们已准备好向技术应用迁移。

Furthermore e-banking provides higher degree of convenience that enables customers to access internetbank all the time and in all places.此外,电子银行提供更高程度的便利性,使客户能够随时随地访问网上银行。Apart from that,the accessibility of computers is perceived as a measure ofrelative advantage(Devlin,1995;Ainscoughamp;Luckett,1996;Daniel,1999;Black,Lockett,Winklhofer,amp;Ennew,2001;Polatogluamp;Ekin,2001;Suganthi,Balachandher,amp;Balachandran,2001;Gerrardamp;Cunningham,2003;Wong et al.,2008).除此之外,计算机的可访问性被视为相对优势的衡量标准(devlin,1995;Ainscough&Luckett,1996;Daniel,1999;Black,Lockett,Winklhofer,&Ennew,2001; Polatoglu&Ekin,2001;Suganthi,Balachandher,&Balachandran,2001; Gerrard&Cunningham,2003;Wong等,2008)。In fact,it has become the main means for banks to market and sell theirproducts and services(Amato-McCoy,2005)and is perceived to be a necessity in order to stay profitable andsuccessful(Gan et al.,2006;Wong et al.,2008)事实上,它已经成为银行营销和销售其产品和服务的主要手段(Amato-McCoy,2005),并且被认为是保持盈利和成功的必要条件(Gan等,2006;Wong等,2008)

So the implementation of e-banking,such as internet banking and the use of computer-based officebanking software hold several obvious advantages for banks.因此,电子银行的实施,例如网上银行和使用基于计算机的办公室银行软件,对银行来说具有几个明显的优势。It improves profit level through the reduction ofboth variable and infrastructure costs,provides a source of differentiation and competitive advantage,providesglobal reach,adds another communication and feedback channel,increases customer satisfaction through thereduction of waiting times,and thus improving service performance,or otherwise enabling bank to more fullyrealize its sales potential through the achievement of higher sales volume(Lichtensteinamp;Williamson,2006;Fox,2005;Hernandezamp;Mazzon,2007;K.Pikkarainen,T.Pikkarainen,Karjaluoto,amp;Pahnila,2006;Shamdasani et al.,2008;Schaggnit,1998;Schneiderman,1992;Wong et al.,2008).它通过降低变量和基础设施成本来提高利润水平,是银行获得差异化和竞争优势的来源,并且它提供全球覆盖,增加另一个沟通和反馈渠道,通过减少等待时间来提高客户满意度,从而提高服务绩效,或以其他方式使用,通过实现更高的销量,银行可以更全面地实现其销售潜力(Lichte nstein&Williamson,2006;Fox,2005;Hernandez&Mazzon,2007; K.Pikkaraine n,T.Pikkarainen,Karjaluoto,&Pahnila,2006;Shamdasani等,2008;Schagg

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