A Proposed Framework for Benchmarking Banks’ Service Quality: An Empirical Study on Banks in Egypt
| المصدر: | المجلة العلمية للاقتصاد والتجارة |
|---|---|
| الناشر: | جامعة عين شمس - كلية التجارة |
| المؤلف الرئيسي: | Selim, Youstina Selim Louka (Author) |
| مؤلفين آخرين: | El-Sayed, Khaled Kadry (Advisor) |
| المجلد/العدد: | ع2 |
| محكمة: | نعم |
| الدولة: |
مصر |
| التاريخ الميلادي: |
2018
|
| الشهر: | يوليو |
| الصفحات: | 565 - 583 |
| ISSN: |
2636-2562 |
| رقم MD: | 1066301 |
| نوع المحتوى: | بحوث ومقالات |
| اللغة: | الإنجليزية |
| قواعد المعلومات: | EcoLink |
| مواضيع: | |
| رابط المحتوى: |
عدد مرات التحميل
17
| LEADER | 01910nam a22002177a 4500 | ||
|---|---|---|---|
| 001 | 1804556 | ||
| 041 | |a eng | ||
| 044 | |b مصر | ||
| 100 | |a Selim, Youstina Selim Louka |e Author |9 576337 | ||
| 245 | |a A Proposed Framework for Benchmarking Banks’ Service Quality: |b An Empirical Study on Banks in Egypt | ||
| 260 | |b جامعة عين شمس - كلية التجارة |c 2018 |g يوليو | ||
| 300 | |a 565 - 583 | ||
| 336 | |a بحوث ومقالات |b Article | ||
| 520 | |b The purpose of this paper is to help state-owned banks gain a better understanding of service quality, identify opportunities for continuous service improvement, and then develop service benchmarking standards that can be a yardstick for the banking competitiveness. In order to measure state-owned banks’ service quality, the SERVQUAL model was implemented to know whether there is a difference between customers’ expectations and perceptions of the banking services provided regarding the reliability dimension. A questionnaire of 26 statements was distributed among banks’ customers with a total sample size of 380 questionnaires. Then, a benchmark was identified among which state-owned banks’ service quality will be compared to using Data Envelopment Analysis approach (DEA) and determining the improvement required to improve state-owned banks’ service quality. | ||
| 653 | |a البنوك المصرية |a الخدمات المصرفية |a المزايا التنافسية |a الجودة الشاملة | ||
| 773 | |4 الاقتصاد |4 الإدارة |6 Economics |6 Management |c 070 |e Scientific Journal for Economic & Commerce |f Al-Maġallah Al-ʿilmiyyah Lil-Iqtiṣād Wal Tiğārah |l 002 |m ع2 |o 0527 |s المجلة العلمية للاقتصاد والتجارة |v 048 |x 2636-2562 | ||
| 700 | |a El-Sayed, Khaled Kadry |e Advisor |9 576206 | ||
| 856 | |u 0527-048-002-070.pdf | ||
| 930 | |d y |p y |q n | ||
| 995 | |a EcoLink | ||
| 999 | |c 1066301 |d 1066301 | ||
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