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    Please use this identifier to cite or link to this item: http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/89005

    Title: 金融業自動櫃員機服務品質中實體設施及設備導入六標準差--以T 銀行為例
    Other Titles: ATM service quality improvement at T bank
    Authors: 李旭華;Lee, Hsu-hua;潘振雄;Pan, Chun-shon;莊書銘;Chung, Shu-maing
    Contributors: 淡江大學經營決策學系
    Keywords: 自動櫃員機;通路服務品質;金融業;六標準差;ATM;Service quality;Financial company;Six sigma management
    Date: 2008-05
    Issue Date: 2013-05-01 19:44:28 (UTC+8)
    Publisher: 臺北縣 : 淡江大學
    Abstract: 隨著金融自由化與國際化的腳步,使得國內的金融業者除了面對彼此的激烈競爭外,還
    IDC(international data corporation) 的研究,全球網際網路交易金額與網路人口不斷地增加,電
    子金融業務,將可利用各種資訊技術所無構出來的電子通路來進行,例如ATM 、電話語音、
    With the trend of globalization and liberalization in finance, the national financial companies
    face the competition from each other and international companies from western countries. Base
    upon the research of IDC(international data corporation), the transactional amount and customers
    using internet are increasing through e-commerce which brings in the business and becomes the
    The electronic business in information technology such as ATM, phone service interaction and
    e-banking at the bank can be used to give the customers convenience and communication and
    service. The ATM is widely used and accepted by the customers due to multi-service, convenience,
    and service quality. However, the ATM is mainly affected by the breakdown or operational error,
    and then the service quality will be decreasing in case of no prompt correction actions. In this
    research, Six Sigma management will be used at T bank to improve ATM service quality, and
    improve the competitiveness, and reduce the business loss.
    Relation: 2008年兩岸管理科學暨企業經營學術研討會論文集,頁321-336
    Appears in Collections:[管理科學學系暨研究所] 會議論文

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