Metrika

  • citati u SCIndeksu: [1]
  • citati u CrossRef-u:0
  • citati u Google Scholaru:[]
  • posete u poslednjih 30 dana:10
  • preuzimanja u poslednjih 30 dana:9

Sadržaj

članak: 4 od 12  
Back povratak na rezultate
2018, vol. 7, br. 14, str. 43-55
Navike u korišćenju bankarskih usluga i zadovoljstvo kvalitetom korisnika bankarskih usluga u Crnoj Gori
aUniverzitet Mediteran, Fakultet za ekonomiju i biznis, Podgorica, Crna Gora
bFakultet za poslovni menadžment Bar, Crna Gora

e-adresamilica.raicevic@unimediteran.net, dijanafpm@t-com.me
Ključne reči: bankarske usluge; kvalitet bankarskih usluga; SERVQUAL model; klijenti
Sažetak
Značaj kvaliteta je nezamjenjiv kada je u pitanju njegov doprinos u ostvaranju ciljeva banaka usmjerenih na zadržavanje klijenata, povećanju tržišnog učešća i građenju lojalnosti. Za marketing menadžere, problem definisanja kvaliteta predstavlja jedan od najznačajnijih zadataka. Primjena različitih modela u mjerenju kvaliteta dodatno je komplikovana činjenicom što ni usluga ni uslužni proces nije moguće standardizovati u oblasti bankarskih usluga. Pojava uslužnog gap-a koji utiče na nezadovoljstvo korisnika, zato treba djelovati u pravcu otklanjanja ili smanjenja uočenog gepa, ako banke žele smanjiti nivo nezadovoljstva među korisnicima. Istraživački dio rada obuhvata primjenu SERVQUAL modela u mjerenju kvaliteta bankarskih usluga. Podaci prikupljeni kvalitativnim eksplorativnim istraživanjem, obrađeni su statističkom metodom, primjenom SPSS programskog paketa, i analizirano je eventualno postojanje razlika u očekivanjima i percepcijama korisnika bankarskih usluga sa aspekta dimenzija kvaliteta u odnosu na sociodemografskih karakteristika ispitanika i sa aspekta navika pri korišćenju bankarskih usluga ispitanika.
Reference
Arasli, H., Mehtap-Smadi, S., Katircioglu, S.T. (2005) Customer service quality in the Greek Cypriot banking industry. Managing Service Quality, 15, 41
Avkiran, N.K. (1994) Developing an instrument to measure customer service quality in branch banking. International Journal of Bank Marketing, vol. 12, br. 6, str. 10-18
Babić-Hodović, V. (2012) Marketing u bankarstvu. Sarajevo: Ekonomski fakultet, str. 271
Bahia, K., Nantel, J. (2000) A reliable and valid measurement scale for the perceived service quality of banks. International Journal of Bank Marketing, 18, 84
Berry, L.L., Parasuraman, A., Zeithaml, V.A. (1994) Improved service quality in America: Lessons learned. Academy of Management Executive, vol. 8, br. 2, str. 32-52
Bick, G., Beric, B.A., Abratt, R. (2004) Customer perceptions of the value delivered by retail banks in South Africa. International Journal of Bank Marketing, vol. 22, br. 5, str. 300-318
Cronin, J. J., Taylor, S.A. (1992) Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3): 55
Ennew, C.T., Waite, N. (2007) Financial services marketing an international guide to principles and practice. Amsterdam: Elsevier
Gronroos, C. (1992) Strategic management and marketing in the service sector. Boston: Marketing Science Institute
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
Harvey, T. (1996) The banking revolution: Position your bank in the new financial services marketplace. Chicago: Irwin Professional Publishing
Jamal, A., Naser, K. (2002) Customer satisfaction and retail banking: An assessment of some of the key antecedents of customer satisfaction in retail banking. International Journal of Bank Marketing, vol. 20, br. 4, str. 146-160
Jovićević, R., Žugić, J. (2018) Marketing u savremenom bankarstvu. Podgorica: Univerzitet Mediteran
Kolarić, B. (2018) Priroda, dimenzije i značaj organizacionih promena. Ekonomski izazovi, vol. 7, br. 13, str. 29-40
Lianxi, Z. (2004) A dimension-specific analysis of performance-only measurement of service quality and satisfaction in Chinas retail banking. Journal of Services Marketing, vol. 18, br. 7, str. 534-546
Meidan, A., Lewis, B., Mouthino, L. (1997) Finacial Services Marketing - A Reader. London: The Dryden Press, str. 105
Molina, A., Martin-Consuegra, D., Esteban, A. (2007) Relational benefits and customer satisfaction in retail banking. International Journal of Bank Marketing, vol. 25 br. 4, str. 253-271
Newman, K., Cowling, A. (1996) Service quality in retail banking: The experience of two British clearing banks. International Journal of Bank Marketing, vol. 14, br. 6, str. 3-11
Othman, A.Q., Owen, L. (2008) Adopting and Measuring Customer Service Quality(sq) in Islamic Banks: A case study in Kuwait Finance house. International Journal of Islamic Financial Services, Vol. 3. No. 1, pp. 1-26
Parasuraman, A., Zeithaml, V.A., Berry, L.L. (1988) SERVQUAL: a multi-item scale for measuring consumer perceptions of the service quality. Journal of Retailing, Vol. 64, No. 1, pp. 12-40
Raičević, M., Žugić, J. (2018) Models of measurement of quality of banking services. u: International Symposium on Business and Economics, GSI & UM, 5-8 September 2018, Podgorica, Montenegro, Proceeding book, pp 159-171
Raičević, M., Medenica-Mitrović, D. (2018) Measurement of the quality of banking services in Montenegro by applying the SERVQUAL model. u: Book of Proceedings of 14th International May Conference on Strategic Management - IMCSM18 Edition: IMCSM Proceedings, Bor, Volume XIV, Issue (2), pp 111-123
Raičević, M. (2018) Preliminarno istraživanje za potrebe izrade doktorske disertacije, radnog naziva Uticaj internacionalizacije na kvalitet bankarskih usluga u Crnoj Gori. Podgorica: Fakultet za ekonomiju i biznis, Univerzitet Mediteran
Raičević, M., Medenica-Mitrović, D. (2018) Quality of operations for the purpose of competitive adventage of the bank. u: International Scientific and Expert Conference 'Economic Development and Competitiveness of European Countries: Achievement-Challenges-Opportunities'. Novi Sad, School of Business in Novi Sad, Republi
Zairi, M. (2000) Managing customer satisfaction: A best practice perspective. TQM Magazine, vol. 12, br. 6, str. 389-394
Zelenović, V. (2015) Marketing in banking / Marketing u bankarstvu. Bečej: Proleter ad, 2nd supplemented and revised, drugo dopunjeno i izmijenjeno izdanje, 85
Zelenović, V. (2012) Marketing in banking / Marketing u bankarstvu. Bečej: Proleter ad, 51-52
 

O članku

jezik rada: srpski
vrsta rada: izvorni naučni članak
DOI: 10.5937/ekoizazov1814043R
objavljen u SCIndeksu: 24.01.2019.