| Summary: | 碩士 === 世新大學 === 資訊管理學研究所(含碩專班) === 106 === With the trend of globalization, liberalization, and cross-border management, Taiwan’s financial industry is undergoing a series of reforms both in its organization and in business. In addition to providing diversified financial services, it is also necessary to continuously provide superior and differentiated content through service innovation in order to increase the quality of services and thus enhance customer satisfaction. In general, at present, according to many domestic and foreign research literatures on the performance evaluation of the overall service quality of banks, the bank service quality has a profound effect on the bank's operating performance and profitability. As far as the quality of banking services is concerned, internal job performance levels and external customer satisfaction are relatively critical service requirements. In other words, the future bank's operations must set more precise operational service objectives for each service operation project, use a more objective approach for reasonable manpower deployment and cost effectiveness, and improve operational stability. The customer satisfaction and zero missing service quality is absolutely an important management issue for the current bank service quality management.
The purpose of this study is to investigate the relationship between service innovation, service quality, and customer satisfaction. Bank consumers are the objects of research and questionnaires are distributed through the internet platform. I use SPSS statistical window software as a tool for statistical analysis. The sample was analyzed by t-test, single-factor analysis of variance, project analysis, and correlation analysis.
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