在競爭激烈的金融環境中，銀行若是僅靠傳統的調整存、放款利率，來改善價格的方式作為競爭條件已無法脫穎而出，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。本研究主旨在探討企業金融客戶對銀行期望的服務品質和對服務品質的實際感受程度，評估銀行服務品質管理現況與服務水準。 本研究係以日盛銀行台北市區總行與分行的企業金融客戶為抽樣對象，採便利抽樣，有效問卷有200份。 本研究之結論如下： 1.依Parasuraman等學者所提出的決定服務品質五項因素，結果顯示日盛銀行企業金融客戶最重視「反應性」及「可靠性」二構面。 2.企業金融客戶最滿意的是「可靠性」及「確實性」二構面。 3.日盛銀行企業金融客戶對於各項服務屬性的重視度與滿意度均具有顯著差異。 Abstract: Upon the fierce competiton of Taiwan financial market the traditional method to adjust the deposit and 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 Jin Sun Commercial Bank from all corporate customers. By using convenience sample method a total of 200 questionnaires are collected from the corporate customers of Jin Sun Commercial Bank in Taipei Headquarter and branches.The finding of this research are as follows: 1.Based on Parasuramn’s five factor of decisive service quality, the corporate customers are emphasized on the “Reactive” and” Reliavility” dimensions. 2.The customers are satisfied on “Reliability”and “Certainty” dimensions. 3.All Jin Sun Commercial Bank’s corporate customers have significant difference on various ervice attributes and satisfactions.
