查詢結果分析
來源資料
頁籤選單縮合
題 名 | 銀行業服務品質量測系統建立之研究=On the Measurement of the Service Quality for the Banking Industry |
---|---|
作 者 | 李樑堅; 張志向; | 書刊名 | 中山管理評論 |
卷 期 | 6:4 民87.冬 |
頁 次 | 頁1081-1110 |
分類號 | 562.3 |
關鍵詞 | 銀行業; 服務品質; 模糊分析層級程序法; 模糊排序法; Banking industry; Service quality; Fuzzy analytical hierarchy process; Fuzzy ranking method; |
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,最後則利用模糊排序法建構服務品質量測系統,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 | The competition of the banking industry is more violent because to new banks and foreign banks continually join the finance market operation. Keeping the competitive advantage and improving service quality will be the topic that the banking industry must plan properly. The study investigated the opinion of the consumer and officer of the bank by using questionnaire. First, the main purpose of the study is to collect the assessment topics and items by using factor analysis of service quality for the banking industry. Second, we try to obtain the specific weighs of those aspects and items by fuzzy analytical hierarchy process. Last, we will establish the measurement system of service quality by fuzzy ranking method. As above, the study builds the criteria for service quality of banking industry. The evaluation criteria are aimed to strengthen service contents and to increase service performance for the banking industry. |
本系統中英文摘要資訊取自各篇刊載內容。