大眾銀行內部員工服務品質滿意度之研究

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Title:	大眾銀行內部員工服務品質滿意度之研究
Other Titles:	A study of internal employees' service quality satisfaction : a case study of Ta Chong commercial bank
Authors:	黃文信;Huang, Wen-hsin
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;滿意度;內部員工;Service quality of Bank;Ta Chong Commercial Bank
Date:	2007
Issue Date:	2010-01-11 01:46:35 (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，改善價格競爭的條件是不夠的，必須進一步提升非價格的競爭能力，特別是服務品質方面，才是創造競爭優勢的因應之道。本研究主旨在探討銀行員工對銀行期望的服務品質和對服務品質的感受程度，評估銀行服務品質管理現況與服務水準。本研究是以大眾銀行台北市區總行與分行的內部員工（區分主管及一般員工）為抽樣對象，採便利抽樣，有效問卷有294份。研究結果發現：1. 依Parasuraman 等學者提出的決定服務品質項五因素，結果顯示內部員工最重視「反應性」及「可靠性」二構面。2. 員工最滿意的是「有形性」及「可靠性」二構面。3. 大眾銀行員工對於各項服務屬性的重視程度與滿意程度大多數均具有顯著差異。4. 依據重要程度—績效分析來看，員工在八個服務項目評價具有競爭優勢，有四項需要積極改善的，列為次要改善的有八項，資源錯置有六項。主管在十一個服務項目評價具有競爭優勢，有三需項要積極改善的，列為次要改善的有十項，資源錯置有二項。 Upon the fierce competition of Taiwan financial market the traditional method to adjust the loan interest rate is insufficient. Upgrading the non-price competition, especially the service quality is the best way to maintain the research is to investigate the feeling, and expectation to Ta Chong Commercial Bank from all bank employees. By using convenience sample method a total 0f 294 questionnaires are collected from the employees of Ta Chong Commercial Bank in Taipei Headquarter and branches. The findings of this research are as follows: 1. Based on Parasuramn’s five factor of decisive service quality, the internal employees are emphasized on the “Responsiveness” factor and “reliability” factor, 2. The employees are satisfied on “Reliability” and “Tangibility” dimensions. 3. All Ta Chong Commercial Bank’s employees have significant difference on various service attributes and satisfactions. 4. From the degree of importance and performance analysis. There are eight items have competitive advantage, four items need to urgently improvement, eight items need to minor improvement, six items are listed as resource distortion. From the management level, there are eleven items are highly competitive, three items need to improvement, and two items are resource distortion.
Appears in Collections:	[Graduate Institute & Department of International Business] Thesis

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