An Empirical Study of the Service Quality and Expected Discrepancy on Taiwan`s Banking Industry – Using T Bank`s Consumer Products as an Example

• Main Authors: CHANG,CHAO-HUNG, 張朝閎
• Other Authors: GOO,YEONG-JIA
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/342493

碩士 === 國立臺北大學 === 企業管理學系碩士在職專班 === 104 === The banking industry is highly subject to state supervision in Taiwan, the services provided by banks and type of product homogeneity is high, the financial market liberalization and financial impact of rapid changes in technology, just like the fierce competition in a knockout; BANK3.0, FIN -TECH has leapt to highlight mainstream, but also the development of competing financial industry. Banking efforts to enhance the quality of banking services, improve customer satisfaction, customer loyalty and further pulled up, banks are essential development strategy is key to the success of the financial industry at stake. In this study, T bank consumer finance business as an example, in relation to the quality of services provided by "banks' safety and service attitude "," hardware and software equipment "," business integrity "and" convenience ", etc. Learn the four dimensions customer demand and to explore the four facets of banking service quality satisfaction with the performance of the importance of gender in six different humanities property variables, differences in the degree of satisfaction and excepted discrepancy in order to establish a research framework, using descriptive statistics and other statistical methods, in order to propose improvements and T Bank future service strategy. The purpose of this study is to be achieved (1) measure the importance and satisfaction status of the customer for the services provided by T Bank (2) understand T Banks' customers where their cognitive gap between service expectations and provided by T bank, and be drawn up in priority to improve professional services provided focus and be able to maximize the expected benefits. The empirical results show that subjects who believe that the importance of "hardware and software equipment facet" and the degree of satisfaction with excepted discrepancy is highest; the importance of "hardware and software equipment facet" and satisfaction is the lowest, the most double visin are " convenience facet "&" safety and service attitude facets. " Recommendation T Bank should strengthen "hardware and software equipment facet", "convenience facet", "Safety and service attitude facets" the quality of service, in order to increase the satisfaction of the customer. 　　Key Words: Service Quality, Customer Satisfaction,Excepted Discrepancy.