CDM Service Quality Improvement at T Bank

• Main Authors: Shu-Miang Chung, 莊書銘
• Other Authors: 潘振雄
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/67669529527538675872

碩士 === 清雲科技大學 === 企業管理系暨經營管理研究所 === 97 === With the trend of globalization and liberalization in finance, the national financial companies face the competition from each other and international companies from western countries. Base upon the research of IDC(international data corporation), the transactional amount and customers using internet are increasing through e-commerce which brings in the business and becomes the core-competitiveness. The electronic business in information technology such as ATM, phone service interaction and e-banking at the bank can be used to give the customers convenience and communication and service. The CDM is widely used and accepted by the customers due to multi-service, convenience, and service quality. However, the CDM is mainly affected by the breakdown or operational error, and then the service quality will be decreasing in case of no prompt correction actions. In this research, Six Sigma management will be used at T bank to improve CDM service quality, and improve the competitiveness, and reduce the business loss.