English  |  正體中文  |  简体中文  |  Items with full text/Total items : 52047/87178 (60%)
Visitors : 8716536      Online Users : 81
RC Version 7.0 © Powered By DSPACE, MIT. Enhanced by NTU Library & TKU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
  • Adv. Search
    HomeLoginUploadHelpAboutAdminister Goto mobile version
    Please use this identifier to cite or link to this item: http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/32157

    Title: 大眾銀行顧客服務品質滿意度之研究
    Other Titles: A study of customer service quality satisfaction of Ta Chong commercial bank
    Authors: 楊錦紋;Yang, Chin-wen
    Contributors: 淡江大學國際貿易學系國際企業學碩士在職專班
    黃志文;Huang, Chih-wen
    Keywords: 銀行服務品質;大眾銀行;顧客滿意度;Service quality of Bank,;Ta Chong Commercial Bank
    Date: 2007
    Issue Date: 2010-01-11 01:46:13 (UTC+8)
    Abstract: 在金融機構競爭激烈的環境中,單靠傳統的調整存放款利率,

    研究結果發現:1. 依Parasuraman 等學者提出的決定服務品質
    2. 顧客最滿意的是「可靠性」及「有形性」二構面。3. 大眾銀行
    4. 依據重要程度—績效分析來看,大眾銀行在十一個服務項目評
    Upon the highly competitive financial market in Taiwan, the traditional way to adjust the interest rate to improve the competitive position is insufficient .
    Upgrading the non-pricing competitive, especially the service quality is a way to improve the competitive edge. The purpose of this research is to study the feeling and expectation of bank customers toward bank’s service quality, in order to evaluate the management and standard of service quality of Ta Chong Commercial Bank. By using convenience sampling, a total of 379 questionnaires of Ta Chong Commercial Bank’s customers were collected from Taipei Branches in Taipei area.

    The research findings are as follows:
    1.Based on Parasuraman’s research, the Ta Chong Commercial Bank’s customers are concerned “Responsiveness” and “Reliability” dimensions.
    2.Customers are satisfied on “Reliability” and “Tranquility” dimensions.
    3.The customers have significant difference on all service attributes between degree of importance and degree of satisfaction.
    4.From the degree of importance and performance analysis, Ta Chong Commercial Bank has eleven service items evaluation as having competitive advantage, three itmes need to improve, another eight items are listed as minor improvement, and four items are listed as resource distortion.
    Appears in Collections:[國際企業學系暨研究所] 學位論文

    Files in This Item:

    File SizeFormat

    All items in 機構典藏 are protected by copyright, with all rights reserved.

    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library & TKU Library IR teams. Copyright ©   - Feedback