| Summary: | 碩士 === 文化大學 === 國際企業管理研究所 === 83 === Situational variables have often been recognized as important partial determinants of performance though relatively relatively little systematic research has addressed the impact of situations on performance. Facing heavy non-price competition owing to the deregulation and international ization by the R.O.C.government, banking firms may enhance their service quality and gain advantages through improwing situational constraints.
This study surveyed 404 clerks and 442 customers of government-owned, old(set up before the deregulation in 1990)and new banks (after that in 1990)to examine the following:(1)the differences of situational constraints between the three types of banks;(2)the relationship between situational constraints and work performance;(3)the relationship between situational constraints and job satisfaction;(4)the relationship between situational constraints and service quality.
The following results were reported:(1)In some respects of situatinal constraints(work materials,co-workers, work disruptions and role demands),situational constraints were higher in old banks than in govenment-owned and new banks.However,government-owrled banks faced much more computer dows timethan the other two types of banks.(2)There was very few relationships between clerks'' perceptions of situational constraints and their work performance.(3)Situational constraints bore a robust megative relationship with clerks'' job satisfaction and customers'' perceptions of service quality.
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