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題 名 | 從全方位品質管制的角度看銀行業的顧客滿意度經營=The Effect of Total Quality Management on Customer Satisfaction of Banks |
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作 者 | 楊宗明; | 書刊名 | 臺灣土地金融季刊 |
卷 期 | 34:3=133 1997.09[民86.09] |
頁 次 | 頁17-34 |
分類號 | 562.29 |
關鍵詞 | 全方位品質管制; 顧客滿意度; Total quality management; Customer satisfaction; |
語 文 | 中文(Chinese) |
中文摘要 | 銀行最新流行的經營趨勢,均強調非價格競爭業務的重要性,尤其是服務品質的 提升,將是未來銀行走向個性化與全方位經營的重點。現前整體服務業的消費顧客群之需求 正快速地變遷,要提升銀行的服務品質。必須先掌握顧客的需求,俾達到「顧客滿意」的經 營目標。有鑑於此,本研究從品質管理的角度,引進目前企業界流行的全方位品質管制 (TQM)的概念,針對顧客滿意度經營提出新的營運觀念與對策。 我們認為,要將TQM的觀念應用在銀行業上,基於服務品質特性不同,要考慮所謂的 全方位理念在有形產品與無形產品的不同內涵。一般製造業的TQM架構,係針對有形產品 製程所提出,若要應用在服務業的無形產品時,應可考慮將顧客因素加入無法產品生產製程 的可能性。故本研究所提出的雙向式TQM概念,認為讓顧客加入服務的生產流程中,同時 扮演服務接受者與提供者的角色,和銀行系統保持雙向的互動關係,最能發揮TQM的精神 與功能。 |
英文摘要 | There has been an increase in the emphasis on a company's ability to provide high-quality service. Quality is the extent to which products/services meet the requirements of people who use them. Organizations with accurate information about customers' perecptions about the quality of the service and product can make better decisions to better serve their customers. A competitive marketplace should heighten the awareness of banks of the need to focus their quality improvement efforts on customer-related issues. In this paper, some new management concepts and strategics about banks are provided from the two way Total Quality Management (TQM) viewpoint. The high quality service of banks will be progress applying the rules which we provided. |
本系統中英文摘要資訊取自各篇刊載內容。