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    Please use this identifier to cite or link to this item: http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/74012

    Title: 日盛銀行顧客服務品質滿意度之研究
    Other Titles: Study of customer service quality satisfaction of JihSun Commercial Bank., A
    Authors: 葉穎潔;Yeh, Yin-Chieh
    Contributors: 淡江大學國際商學碩士在職專班
    Keywords: 銀行服務品質;日盛銀行;顧客滿意度;Service quality of Bank;JihSun Commerical Bank;Customer Satisfaction
    Date: 2011
    Issue Date: 2011-12-28 17:47:39 (UTC+8)
    Abstract: 隨著政府法令的鬆綁,陸續放寬各項金融管制措施並開放民營銀行、外商銀行希望藉由市場競爭促使金融服務之經營更有效率,以順應金融國際化、自由化趨勢。使得整體的金融環境,競爭是愈加激烈。
    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 JihSun Commercial Bank. By using convenience sampling, a total of 420 questionnaires of JihSun 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 JihSun Commercial Bank’s customers are concerned “Responsiveness” and “Reliability” dimensions.
    2. Customers of Jihsun are also satisfied on “Responsiveness” and “Reliability” dimensions.
    3. The customers have significant difference on most of the service attributes between degree of importance and degree of satisfaction.
    4. From the degree of importance and performance analysis, JihSun Commercial Bank has eight service items evaluation as having competitive advantage, five itmes need to improve, another eleven items are listed as minor improvement, and two items are listed as resource distortion.
    Appears in Collections:[國際企業學系暨研究所] 學位論文

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