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題 名 | Reexamination of Service Quality Evaluation Criteria: With Applications to Banking=服務品質評量準則之再探討:在銀行業上的應用 |
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作 者 | 王居卿; 李琇鈴; | 書刊名 | 實踐學報 |
卷 期 | 30 1999.06[民88.06] |
頁 次 | 頁231-266 |
分類號 | 562.3 |
關鍵詞 | 銀行業; 評量準則; 服務品質; Banking; Evaluating criteria; Service quality; |
語 文 | 英文(English) |
中文摘要 | 對服務品質相關文獻的深入探討與整理後,本文對服務品質的定義與本質重新加 以澄清。 除此之外,本研究尚有二個主要的貢獻:1. 本文提出一個包含八項用來評量服務 品質的準則模式;它們分別是有形性、信賴性、反應力、確實性、關懷性、價格、形象及方 便性。 2. 針對消費者對臺灣與美國的銀行業之服務品質的認知之比較研究後,有二項重要 發現:( 1 )在臺灣與美國兩國中最重要的評量準則均是反應力、確實性與關懷性; ( 2 )有形性與形象在臺灣比在美國還要重要。 |
英文摘要 | Through a comprehensive review of related literature on service quality. This paper reclarifies the definition and nature of service quality. Additionally, this research has two major contributions: First, eight criteria have been proposed for evaluating the service quality; they are tangible, reliability, responsiveness, assurance, empathy, price, image, and convenience. Secondly, there are two important findings by comparing and contrasting the service quality in banking industry in both Taiwan and the U.S.: 1. responsiveness, assurance, and empathy are the most important criteria of service quality evaluation in both Taiwan and the U.S.. 2. Tangibles and image are more important for customers in Taiwan than for customers in the U.S.. |
本系統中英文摘要資訊取自各篇刊載內容。