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題名:以顧客導向為基礎建構銀行服務機制改善模式
書刊名:臺灣銀行季刊
作者:陳怡靜 引用關係胡學誠 引用關係
出版日期:2010
卷期:61:2
頁次:頁1-4
主題關鍵詞:銀行業顧客導向服務品質
原始連結:連回原系統網址new window
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  • 被引用次數被引用次數:期刊(0) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:0
  • 共同引用共同引用:574
  • 點閱點閱:6
由於產業結構的變化與國民所得的提高,民眾對於銀行服務的需求日益多樣化,而同業競爭也日趨激烈。因此,銀行業者就更需加強服務品質,改善其缺失並滿足顧客需求才能提昇企業競爭力,創造更大的獲利空間。 本研究以銀行業者及顧客為研究對象,以分析層級程序及品質機能展開法為研究工具,逐步建立品質屋。先由瞭解顧客的需求開始,再將顧客需求予以重要性權重,發展顧客需求與品質改善技術的關係矩陣並決定其優先順序。研究結果發現,顧客需求依重要性排列可分為刺激性、可靠性、效率性、專業性及服務性五類,其中又以效率性的業務處理最受重視。在執行方案部分,以加強專業訓練、提昇公司形象及改善企業文化為最迫切執行要項。希冀本研究能對銀行的服務機制有所助益,並提供建構改善模式之參考。
期刊論文
1.鄭文英(20000700)。分析層級程序法中的問卷資料統計分析。管理與系統,7(3),433-441。new window  延伸查詢new window
2.Cristiano, J. J.、Liker, J. K.、White, C. C. III(2001)。Key factors in the successful application of quality function deployment (QFD)。IEEE Transactions on Engineering Management,48(1),81-95。  new window
3.Ngai, E. W. T.(2003)。Selection of web sites for online advertising using the AHP。Information & Management,40(4),233-242。  new window
4.Tam, Maggie C. Y.、Tummala, V. M. Rao(2001)。An Application of the AHP in Vendor Selection of a Telecommunications System。Omega: The International Journal of Management Science,29(2),171-182。  new window
5.Govers, C. P. M.(1996)。What and how about Quality Function Deployment (QFD)。International Journal of Production Economics,46/47,575-585。  new window
6.Lai, V. S.、Wong, B. K.、Cheung, W.(2002)。Group Decision Making in a Multiple Criteria Environment: A Case Using the AHP in Software Selection。European Journal of Operational Research,137,134-144。  new window
7.Hummel, J. M.、Omta, S. W. F.、van Rossum, W.、Verkerke, G. J.、Rakhorst, G.(1998)。The Analytic Hierarchy Process: An Effective Tool for a Strategic Decision of a Multidisciplinary Research Center。Knowledge, Technology & Policy,11,41-63。  new window
8.Jackson, John(2001)。Prioritizing customers and other stakeholders using the AHP。European Journal of Marketing,35(7/8),858-871。  new window
9.Lee, D.、McCool, J.、NAPIERALSKI, L.(2000)。Assessing adult learning preferences using the analytic hierarchy process。International Journal of Lifelong Education,19(6),548-560。  new window
10.Muller, Mark H.、Fairlie-Clarke, A. C.(2001)。Using the AHP to determine the correlation of products issues to profit。European Journal of Marketing,35,843-857。  new window
11.Park, Hee-Sok、Noh, Seung J.(2002)。Enhancement of web design quality through the QFD approach。Total Quality Management,13(3),393-401。  new window
12.Robinson, J. B. L.(1991)。Delphi technology for economic impact assessment。Journal of Transportation Engineering,117(3),335-349。  new window
13.Sher, Shih-Shue(2006)。The Application of Quality Function Deployment (QFD) in Product Development--The Case Study of Taiwan Hypermarket Building。The Journal of American Academy of Business,8(2),292-295。  new window
14.Spires, Eric E.(1991)。Using the Analytic Hierarchy Process to Analyze Multiattribute Decisions。Multivariate Behavioral Research,26(2),345-361。  new window
15.Tan, Boon L.、Tang, Nelson K. H.、Forrester, Paul L.(2004)。Application of QFD for e-Business planning。Production Planning & Control,15(8),802-818。  new window
16.Hauser, John R.、Clausing, Don(1988)。The house of quality。Harvard Business Review,66(3),63-73。  new window
17.黎正中、許聰鑫(19961200)。QFD品質屋的量化工作的討論。品質學報,3(1),65-79。new window  延伸查詢new window
18.鄧振源、曾國雄(19890700)。層級分析法(AHP)的內涵特性與應用。中國統計學報,27(7),13767-13786。new window  延伸查詢new window
19.Saaty, Thomas L.(1990)。How to make a decision: the analytic hierarchy process。European Journal of Operational Research,48(1),9-26。  new window
圖書
1.Terninko, J.(1997)。Step-by-step QFD: Customer driven product design。Boca Raton, FL:CRC。  new window
2.Linstone, Harold A.、Turoff, Murray(1975)。The Delphi Method: Techniques and Applications。Addison-Wesley Educational Publishers Inc。  new window
3.Saaty, Thomas L.(1980)。The Analytic Hierarchy Process: Planning, Priority Setting, Resource Allocation。McGraw-Hill。  new window
 
 
 
 
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