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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
    品須面臨走向國際金融市場,直接面對歐美先進國家銀行競爭的壓力,根據知名顧問公司
    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
    子商務的發展已成為全球趨勢,它不但帶來無窮商機,更是企業競爭力的關鍵。
    銀行業務日漸競爭下,朝向網際網路無實體交易,已是未來發展必然趨勢,而銀行的電
    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、
    網路銀行等,透過網路提供新的通訊和媒體服務及商品服務,提供客戶更便利的服務。
    國內金融業在顧客服務要求逐年提高人事、建置成本節節攀高環境下,每家金融業者除
    ?加速於各類金融服務自動化的提供外,亦卯足全力於金融服務多元化、便利化與服務品質
    提升,在資訊科技為基礎設計的金融服務象統中就屬自動櫃員機通路服務象統最為普及與
    高接受度。但當此類通路服務品質發生異常時,因服務補救立即性較差之故,多半會嚴重影
    F顧客對金融業者整體服務品質之評價,鑑於如此ATM服務通路中軟硬體設施作業為主要因
    t之一,本研究將探討金融業者將ATM軟硬體設施作業疏失導入六標準差管理,將有助於金
    時者效益地完成自動櫃員機通路服務品質之提升,進而增強金融業者之企業競爭力,並降
    低企業營運收入上的損失。
    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
    core-competitiveness.
    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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