Research Related to Service Quality of Domestic Commercial Banks and their Business Performance

• Main Authors: Liaw, Jiew-Wen, 廖見文
• Other Authors: Shyn, Jon-Chi
• Format: Others
• Language: zh-TW
• Published: 1994
• Online Access: http://ndltd.ncl.edu.tw/handle/29599767589584835317

碩士 === 文化大學 === 國際企業管理研究所 === 82 === 　　It has become more competitive among inter-banks business because privately owned Commericial Banks join the venture. At present, the situation of the small difference between deposit interest and loan interest makes the quality of services, ie non-price competition factor, more and more important. In this atmosphere of fast-changing developments, services become a decisive factor of success. The only way to maintain a definitely advantageous position is to provide clientele with satisfactory services. 　　This research collects the data by using questionnaires (822 copies) and bases on the survey of interviewing office staffs and clientele from 7 public Banking Institutes and 15new privately owned Banking Corporation. The purposes of the research is-- 　　* to find out the viewpoint of Bank Operators and office staffs regarding the banking service; 　　* to find out the clientels'' viewpoint of banking services; 　　* to evaluate the gap between the clientele and the bank operators in regard to the services offered and confirm the extent of satisfaction of these services; 　　* to proceed the Cluster Analysis; 　　* to find out the affection to the quality of banking services; 　　* and finally, to furnish operators with recommendations as reference for improving the banking services. 　　The results of the survey are as follows: 　　1.There is a difference in agreeing on the importance of service items between the clientele and the Operators. 　　2.The contentment on quality of services and of over-all quality are clearly related. 　　3.Detect "Feeling Factors" in banking services, and classify then into "Factor of Care", "Staff Performance Factor", "Speed of Staff Operation Factor", "Convenience Factor" and "Form Factor". 　　4.The contentment on "Feeling Factor" on banking service quality and of over-all service are clearly related. 　　5.Service quality and business operation result are clearly related.