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題 名 | 銀行業服務品質評估項目及構面建立之研究=The Study on the Construction of Assessment Topics and Items of Service Quality for the Banking Industry |
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作 者 | 李樑堅; 張志向; | 書刊名 | 義守大學學報 |
卷 期 | 4 1997.08[民86.08] |
頁 次 | 頁349-366 |
分類號 | 562.3 |
關鍵詞 | 服務品質; 因素分析法; 模糊分析層級程序法; Service quality; Factor analysis; Fuzzy analytical hierarchy process; |
語 文 | 中文(Chinese) |
中文摘要 | 由於新設立民營銀行及外商銀行陸續投入金融市場營運,銀行業間彼此競爭情形 益顯激烈,而如何提升服務品質以確保銀行競爭優勢,實為銀行業者所必須妥善籌謀之課題 。因此本研究藉由對消費者及銀行從業人員進行問卷調查的方式,並透過因素分析法萃取銀 行業服務品質評估項目及構面,然後再經由模糊分析層級程序法獲致其權重,進而建立銀行 業服務品質評估內容,以作為銀行業者強化服務內涵與增進服務績效之參考。 |
英文摘要 | Owing to new banks and foreign banks join in the financial market, the competition of the banking industry is more violent. How to improve service quality to keep the competitve advantage will be the most important topic that the banking industry must plan in advance. The study investigate to consumers and banks' officer by questionnaire. The study collect the assessment topics and items of service quality for the banking industry by using factor analysis. In addition, fuzzy analytical hierarchy process is used to obtain the specific weighs of those topics and items, and then, build the evaluation content of service quality for the banking industry. The evaluation content is provided to strengthen service contents and promote service performance for the banking industry. |
本系統中英文摘要資訊取自各篇刊載內容。