| Summary: | 碩士 === 中華大學 === 科技管理研究所 === 94 === For many financial institutes, information sector is more and more playing a crucial role for banking operation than ever before, and the competitions among the banks are dramatically increasing. Besides, advanced information technology (IT) has become a core competing advantage in banking arena. Therefore, how to manage the operation of information sector efficiently and measure its performance should be a currently significant subject.
This study represents the concept of balanced scorecard (BSC) with four perspectives (financial, customer, internal business processes, and learning and growth) to build the entirely performance measurement indicators of information sector and exploits analytic network process (ANP) method to evaluate its holistic performance. The research structure herein falls into two phases. In the first phase, four perspectives of BSC are dedicated to measure performance of banks through the literature survey and expert interview, and factor analysis (FA) is used to sieve out sixteen key strategic indicators from the population of performance indicators in terms of key performance indicators (KPI). In the second phase, using ANP package to calculate and adjust the dependencies among KPI and further determine the relative weights of objective KPI concerning the dependence and feedback characteristics of BSC perspectives.
The discoveries of the research are induced as follows: In the financial perspective, the information sector hopes to control its the level of budget and cost; in the customer perspective, the information sector hopes to reduce the times of complaints by way of its high quality and efficient services; in the internal business processes perspective, the information sector attaches quite importance to its process quality, operation efficiency and response cycle time; in the learning and growth perspective, the information sector hopes to increase its professional technical capacity through the continue studying and learning.
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