Using Importance-Performance Analysis to Evaluate the Service Quality of Credit Administration for Business Entities at Credit Cooperatives - A case of a Credit Cooperative Bank

• Main Authors: SHIH, MING-HUL, 施明輝
• Other Authors: CHEN,TUNG-LIANG
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/56bxf7

碩士 === 中華大學 === 科技管理學系 === 106 === To provide accurate services which is in need by customers, financial clerks should have the ability to determine what the customer want, the messages they provided, and the up-to-time information. This research means to explore the importance and satisfaction of the crediting service quality which is from business customers for lenders in certain credit cooperative and use Importance-Performance Analysis (IPA) to find out the main gap of the service quality. We summed up the mainly transitional factors to improve the service quality for business customers at credit cooperatives. This research takes business entity at credit cooperatives as the research object to do the questionnaires. The total of 300 questionnaires are distributed, among which 248 are valid. After the questionnaires were collected back, we use descriptive statistics, reliability analysis, t-test, the one-factor analysis of variance (ANOVA) and Pearson correlation analysis to do the data analysis. And we also find out the gap of the service quality from certain credit cooperative via IPA. The research showed some conclusions as below. First, regarding to the importance of each credit services which is from certain credit cooperative, business customers think the degree of perceived importance is more important than the degree of satisfaction. Second, for business customers, the most satisfied and important service of credit cooperative is the friendly customer service. Third, customers think the degree of importance and satisfaction is different while they are from diverse backgrounds. Fourth, the highest priority service need to be improved is the reactivity of credit. According to the conclusions above, we offer recommendations and take the results to credit cooperative for the reference of upgrading the service quality of crediting.