2017
DOI: 10.3390/su9122163
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The Relationship between the Efficiency, Service Quality and Customer Satisfaction for State-Owned Commercial Banks in China

Abstract: Abstract:In 2006, China fully opened up its financial markets. This means that the banking industry is facing a more severe competitive environment, which requires not only the operational efficiency of the bank but also customer satisfaction for the quality of service. As the reform and opening up policy started from the eastern costal areas in China, there are differences in economic development levels by the region, and so are the levels of financial development. Therefore, it is necessary to study the effe… Show more

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Cited by 39 publications
(31 citation statements)
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“…In other words, the higher the level of education, the higher the expectation of ODA support, and the less easily a country will be satisfied. A similar result was found in a study of the difference in customer satisfaction between branches in the state-owned commercial bank service in China [42]. In the ODA projects provided by Korea, educational projects account for as much as 31% of total ODA projects, which may be the reason why Korea's ODA satisfaction is low.…”
Section: Analysis Of Factors Affecting the Efficiency Of Odasupporting
confidence: 61%
“…In other words, the higher the level of education, the higher the expectation of ODA support, and the less easily a country will be satisfied. A similar result was found in a study of the difference in customer satisfaction between branches in the state-owned commercial bank service in China [42]. In the ODA projects provided by Korea, educational projects account for as much as 31% of total ODA projects, which may be the reason why Korea's ODA satisfaction is low.…”
Section: Analysis Of Factors Affecting the Efficiency Of Odasupporting
confidence: 61%
“…The results published by these authors showed that the dimension of efficiency appeared in each of the twenty studies examined as one of the constant dimensions to be considered and assessed when evaluating perceived quality. Among others, authors such as [34][35][36][37] also take the efficiency dimension into account in their models, and establish a positive relationship between efficiency and quality of service in the different online businesses they worked with. We therefore put forward this first hypothesis: Hypothesis (H1): Efficiency directly and positively influences the quality of the service on collaborative accommodation platforms.…”
Section: H1: Efficiency Directly and Positively Influences The Qualitmentioning
confidence: 99%
“…If the clients of this kind of banking are increasing in Europe, we will have to think that they are satisfied with the quality of the received services. Moreover, if the clients are more difficult to be satisfied in regions with high economic level [41], such as Europe, we will have to conclude that the services offered by ethical banks are of high quality.…”
Section: Foundations and Research Hypothesesmentioning
confidence: 99%