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題 名 | 本國銀行營業單位經營績效與服務品質之實證研究 |
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作 者 | 蔡信夫; 洪碧霞; | 書刊名 | 管理與系統 |
卷 期 | 1:1 1994.01[民83.01] |
頁 次 | 頁89-104 |
分類號 | 562.3 |
關鍵詞 | 銀行; 經營績效; 服務品質; 個案研究; Bank; Performance; Service quality; Case study; |
語 文 | 中文(Chinese) |
中文摘要 | 近年來,台灣地區的金融服務業日益蓬勃,其加速經濟現代化的貢獻:已成 為服務業中的主力部門了,加上政府採大幅放寬的政策,對金融業的發展更是助益 良象 在灶競爭激烈的環境氓 如欲脫穎而牡非得在服務品質上下功夫不可,本研究 以分行績效群(上海商銀)為分層抽樣的基礎,對企業個體發放問卷,進行銀行服務 品質滿意度的調查。 本研究方法首先探討國內外經營績效與服務品質的相關文獻,然後收集財務資 料,運用國素分析來構建經營績效指標 服務品質的探討則採用國素分批 集群分 析@一因子多變量變異數分析、雪費檢定、鑑別分析及卡方檢定等方法,最後再 以卡方檢定來探討服務品質與經營績效的關係。 研究結果可歸納為下列數點: 1.銀行經營績效主要與存放款成長性、盈餘等因素 有關。2.本實證研究指出,服務品質滿意度的因素計有下列四個:「效率、服務 因素」、「實體設備因素」、「收費、安全因素」及「便利因素」。3.企業個體 對服務品質滿意度的評價,可劃分為三區隔:「中庸區隔」、「低滿意程度區隔」 及「高滿意程度區隔」。士各滿意型態區隔在銀行往來實況與基本資料方面,皆 有顯著差異存在。5.各滿意型態區隔與銀行經營績效群別,顯著相關存在。 |
英文摘要 | For these years, the money market of Taiwan is flourishing. Its contribution to accelerate economic modernization has become the major department of the service industry .Recently, the government policy has removed a lot of restrictions in money market and this is helpful to the development of the money market. In this competitive environment, the may to stand out in the money market is to improve the service quality, the study uses performance groups as the basis for sampling, sending question aires to business entities to investigate their satisfaction of bank's service quality. The study first reviews relevant articles of the operating performance and service quality, collecting financial data and use Factor analysis and Prinpical component analysis to build a management performance index. The discussion of the service quality uses many kind of methods. These methods include Factor Analysis. Cluster Analysis. One-way MANOVA. Scheffe Test. Discriminant Analysis and Chi-square Test. Finally use Chi-squareto discuss the relationship between service quality and management performance. The study has yielded following findings: 1. The management performance of a bank is maily influenced by the growth of de posits/loans and earnings. 2. This empirical study indicates that the satisfaction factors have four points: 「effi ciency. service factor」.「"hardware facilities factor J. Echarge .safety factor J and Fconve nience factor」. 3. The evaluation of business entities about service quality satisfaction has three seg ments: Fmediocre segmentJJ low satisfaction segment Jand Fhigh satisfaction segmenti4. there are significantly differences exit in both the transactions and backgrouds of busi ness entities.5. There are significantly differences exit in the satisfaction segment and bank's manag ment performance group. |
本系統中英文摘要資訊取自各篇刊載內容。