Using Analytic Network Process to Evaluate Internal Employees’s Service Quality of Bank

• Main Authors: Cheng-Chih Lai, 賴承志
• Other Authors: Chin-Tzong Pang
• Format: Others
• Language: zh-TW
• Online Access: http://ndltd.ncl.edu.tw/handle/ha6b22

碩士 === 元智大學 === 資訊管理學系 === 102 === The banking industry has been facing fierce competition nowadays. An important indicator of the competition is thus of service quality. Finding the key to upgrading service quality can be considerably crucial. Since its development, the multi-criteria decision analysis (MCDM) has gradually become an important tool for evaluating projects. Among the analysis methods, the analytic network process (ANP) is a decisive evaluation measure. Through a literature review, as well as summarizing the opinions of bank employees, this study constructed five dimensions: tangibility, reliability, assurance, responsiveness, and empathy. Subsequently, the criteria for the dimensions were established. Finally, the analytic network process was used to calculate the weight of each criterion for sorting. The research results could serve as a reference for internal employees to enhance banking service quality. According to the research results, the assurance dimension was the most important, followed by reliability and empathy. Regarding the criteria, the top five items, in a descending order, were increasing the trust of customers, solving the problem, providing responsive service, capable of providing service with professional knowledge, and keeping the promise to provide sound service. Keywords: Service quality; Multi-criteria decision making (MCDM); Analytic network process (ANP)