| Summary: | 碩士 === 淡江大學 === 公共行政學系公共政策碩士在職專班 === 102 === In order to understand the people of Taiwan bank teller for the service quality satisfaction and honest circumstances reflect the situation, promote the establishment of integrity and performance of high-quality financial services for the people handling the environment. In this study, questionnaire system to understand the different contact experience people on the service quality of Taiwan bank teller and the integrity of the cognitive implementation survey of the Bank of Taiwan 157 branches contact the Office business customers pumping number of random sampling method please their fill in a questionnaire evaluation. Research for the people of Taiwan bank teller for service quality satisfaction degree of integrity and honest employees'' ethics compliance evaluation.
In this study, based on Parasuraman , Zeithaml, and Berry (1988) servqual scale system for the people of three scholars in Taiwan bank teller service quality"tangibles", reliability","responsiveness","assurance" "empathy" and other five dimensions survey. The stability and reliability of physical devices,services provided will and agility, which are eight, ninety percent sure and expectations sureandexpectations expectations,but the line who possess knowledge of etiquette , respect and friend-liness extent , customers readily accepted and easy to get services,only 60 to 70 percent satisfactory, showing that the quality of service " assurance " average " care of " the lower areas there are efforts to space ,the need to further strengthen staff training,improve service quality and competitiveness; honesty and respect in deliberate admini-stration of Shih Hsin University , Associate Professor Department of trustees for the Ministry of Justice Chen Junming Taiwan against indicators polls for people on Taiwan integrity of the cognitive bank teller to ""banquets entertainment"," donated property ", " Guan saidthe trust ", " dealing with red tape ", " red behavior ", " corruption bribes "," honesty degrees feel satisfaction " surveys and other sevendimensions,people on Taiwan bank teller the integrity of the cognitiveaspects are ninety percent satisfied , but is Taiwan silver-related contractors dealing with red tape , teller complied with the Civil Code of Ethics and the ICAC continued efforts to improve the situation slightly lower cognitive honest governance,efforts needed to enhance the display and promotion in order to meet the requirements of the people .
The research on service quality and satisfaction with the use of clean and Pearson correlation analysis results , a high positive correl-ation. A significant correlation between the assessment of cognitive-line service quality and integrity of the staff, the public perception ofthe employees'' satisfaction and high quality of service is relatively clean and reduce the negative comments.
|
|---|
