A Study on Improving the Service Quality of Banking Valuation

• Main Authors: CHANG,SHU-CHEN, 張淑真
• Other Authors: Cheng Shao-Tsai
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/10502200248347246400

碩士 === 中華大學 === 營建管理學系碩士班 === 101 === In order to understand the relevant circumstances of service quality for real estate appraisal of banks, the study target of the real estate appraisal customers of Bank C is taken based on Kano Two-Dimensional Quality Model and SERVQUAL Scale to construct the applicable service quality questionnaire for this research attempting to analyze the service quality factors of real estate appraisal and look for efficient and proper strategies as the reference to improve service quality of appraisals. According to the valid questionnaires, the descriptive statistic analysis, independent sample t test, one-way analysis of variance are executed and Kano Two-Dimensional Quality Model is applied to classify and compare the quality factors and then improved by Quality Improvement Coefficient and Index in order to raise the satisfaction of real estate appraisal service quality of banks. In the research, specific to the service quality items needed for hard work and improvement urgently, the suggested improvement strategies and countermeasures are raised to be the reference for the banks, appraisers and subsequent studies.