English  |  正體中文  |  简体中文  |  Items with full text/Total items : 52084/87215 (60%)
Visitors : 8912782      Online Users : 280
RC Version 7.0 © Powered By DSPACE, MIT. Enhanced by NTU Library & TKU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
  • Adv. Search
    HomeLoginUploadHelpAboutAdminister Goto mobile version
    Please use this identifier to cite or link to this item: http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/94059

    Title: 服務品質與銀行績效關聯性之分析 : 以國內某銀行為例
    Other Titles: Analysis of the relationship between the service quality and banking performance : the case of a domestic bank
    Authors: 江良文;Chiang, Liang-Wen
    Contributors: 淡江大學管理科學學系企業經營碩士在職專班
    倪衍森;Ni, Yen-Sen Ni
    Keywords: 服務品質;營運績效;顧客忠誠度;Service Quality;Operating Performance;Customers Loyalty
    Date: 2013
    Issue Date: 2014-01-23 13:52:14 (UTC+8)
    Abstract: 自從政府於1996年開放新銀行設立以來,彼此的業務同質性太高,導致銀行產業競爭激烈,存放款利差縮小,各種型式之價格競爭紛紛出籠,不僅侵蝕本業的獲力能力,也嚴重影響銀行承受存、放款風險的能力。為了提高盈餘能力,有些銀行開始採取差異行銷方法,藉由提高服務品質來增加顧客滿意度,冀望留住客戶,讓銀行獲得合理的利潤。本研究係以國內某銀行104家分行為對象,進行2010年及2011年之服務品質與營運績效關聯性之分析,包括分行在整體營運績效表現及風險控管、分行內部稽核完整性等項目,在各需求構面間是否有差異存在,並進一步地比較整體滿意度之差異,最後分析銀行服務品質與經營績效之關聯性。
    After the government allows new banks to set up After, competition in the banking industry becomes intensive. And then, the price competition shorten the interest rate between loans and deposits, which might results in the little difference for the financial instruments sold by the banks. As a result, the profitability of the banking industry is seriously corroded, and the risks are also significantly raised for the business like deposits and loans. In order to increasing the profitability, some banks endeavor to enhance the loyalty of customers by way of promoting the service quality, which would be beneficial for making reasonable profits. We obtain the data related to service quality and operating performance from a domestic bank, and derive the internal data in detail for 104 branches of this bank over the period 2010-2011. Afterwards, we investigate the effect of service quality to operating performance. The result show that the service quality is positively related to the operating performance, implying that service quality indeed affect the performance of these bank branches. We infer that good service quality would enhance the loyalty of customers, and then enhance the operating performance. Thus, we argue that banks should be ignored the service quality, since good service quality does matter for profits making for the bank.
    Appears in Collections:[管理科學學系暨研究所] 學位論文

    Files in This Item:

    File SizeFormat

    All items in 機構典藏 are protected by copyright, with all rights reserved.

    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library & TKU Library IR teams. Copyright ©   - Feedback