| Summary: | 碩士 === 實踐大學 === 企業管理學系碩士在職專班 === 106 === The liberalization of financial sector began from 1981 in Taiwan, since than the financial sector become globalization and diversification, which led the local banks and foreign backs establish continuously. The competition between banks become keen and their financial product has highly similarity. Therefore, providing quality service becomes the essential element for the banks for being competitive in the industry. The main profit of local banks are credit from small and medium enterprises; while the capital operation of small and medium enterprise is depend on banks’ loans, the previous two has intimate relationship. This research is using analytic hierarchy process (AHP) for analyzing the critical factors for those small and medium enterprises ranking the bank for loan. The factors are established by PZB model as the foundation to rank the service quality (i.e., SERVQUAL). With the instruction of AHP, this research is including five dimensions and 22 elements which led to the conclusion as followed. The first top three dimensions are reliability, responsiveness and assurance; while the top key elements are “the guarantee condition of the loan”, “the fast response when clients have any question”, and “the security and assurance of the person in charge for customers’ data”. Moreover, this research is also found the following elements are not main issue that clients who care.” visit the clients”, “the decent wearing of the person in charge of the loan”, and “comfortable service equipment”. The results shown the managements and financial persons and those enterprise of small and medium who care if the banks as the ability of committee the promise the most, they should provide the fast and immediate response; in addition, they are also consider the security of the data. In contrast, the clients will care less about the visit frequency, the equipment of the bank and the dressing of the person in charge. Hopefully, the result could provide the reference for enhancing the competiveness of bank managements with their loans toward small and medium enterprises and for improving the service quality.
|
|---|
