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題名：商業銀行之服務品質與經營效率--存款募集及存款運用的觀點
書刊名：中原企管評論
作者：楊志慶 引用關係／蕭景楷 引用關係
作者(外文)：Yang, Chih-ching／Hsiao, Ching-kai
出版日期：2013
卷期：11:2
頁次：頁55-78
主題關鍵詞：商業銀行；效率；服務品質；Commercial banks；Efficiency；Service quality
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(1) 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:1
  • 共同引用共同引用:84
  • 點閱點閱:157
金融自由化使商業銀行的競爭日益激烈，銀行經營不善，將遭併購或倒閉，嚴重者甚至可能引發金融危機。探討銀行的經營效率及影響因素，無論是對經營者或管制者而言，都是重要的研究課題。過去的文獻普遍認為，服務品質可促進銀行效率的達成，但甚少研究探討品質與銀行內部不同營運活動效率的關係。本文在探討服務品質對銀行存款募集及存款運用效率的影響，我們以「資料包絡分析法（Data Envelopment Analysis）」將銀行的技術效率分解成存款募集及存款運用效率，另以因素分析法（Factor Analysis）萃取組成銀行服務品質的因素，再探討品質對效率的影響。本文以臺灣地區34家商業銀行為研究對象，實證結果發現，銀行的存款募集效率存在較大的改善空間，多數的銀行只要可以募集到資金，均能妥善地運用－存款募集是銀行較需迫切改善的營運活動。Tobit迴歸分析結果顯示，「可及性」、「行員及軟體服務」及「安全性」等服務品質因素對存款募集效率具顯著正向影響，但所有的品質因素對存款運用效率的影響均不顯著。
Financial liberalization has made the competition in commercial banks fiercer. Banks with poor management would be merged or bankrupted, and the serious one can even result in financial crisis. Exploring operational efficiency and its determinants, as a result, has become an important issue for both operators and regulators. Many earlier studies found that service quality has positive effect on operational efficiency. However, the operational efficiency referred to overall efficiency. There were only very few studies that measured the operational efficiencies for activities in a bank and then analyzed the relationship between service quality and the efficiency measures. The purpose of the study is to evaluate deposit raising efficiency and deposit management efficiency in a bank, and explore the relationship between service quality and the efficiency measures. We employ data envelopment analysis to decompose a bank's technical efficiency into deposit raising efficiency and deposit management efficiency. Factor analysis is used to extract factors relevant to service quality, which are presumed to affect or determine efficiency measures. In empirical study, we focus on 34 commercial banks in Taiwan. The empirical results find that deposit raising efficiency is lower than deposit management efficiency. Most banks can make good use of deposit. Improving deposit raising efficiency is a top priority for a bank. Tobit regression results show that service quality factors-accessibility, staff and provided software, and security-have positive effects on deposit raising efficiency, while all service quality factors do not significantly contribute to higher deposit management efficiency.
期刊論文
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3.陳天志、趙儷純、王晶蕓、葉梅芳、蔡佩茹(20081200)。銀行購併活動前後經營績效差異之研究--以我國上市、上櫃銀行為例。南亞學報，28，227-241。  延伸查詢new window
4.蔡柳卿、楊怡芳(2007)。台灣銀行業服務品質、營運效率與獲利性之關連性研究。現代會計，8(1)，51-84。new window  延伸查詢new window
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12.Sealey, C. W. Jr.、Lindley, J. T.(1977)。Outputs and Theory of Production Cost at Depository Financial Institutions。Journal of Finance，32(4)，1251-1266。  new window
13.Sherman, H. D.、Zhu, J.(2006)。Benchmarking with Quality-Adjusted DEA (Q-DEA) to Seek Lower-Cost High-Quality Service: Evidence from a U.S Bank Application。Annals of Operations Research，145(1)，301-319。  new window
14.Sun, L.、Chang, T. P.(2011)。A Comprehensive Analysis of the Effects of Risk Measures on Bank Efficiency: Evidence from Emerging Asian Countries。Journal of Banking and Finance，35(7)，1727-1735。  new window
15.Hsiao, H. C.、Chang, H.、Cianci, A. M.、Huang, L. H.(2010)。First financial restructuring and operating efficiency: Evidence from Taiwanese commercial banks。Journal of Banking and Finance，34，1461-1471。  new window
16.Portela, M. C. A. S.、Thanassoulis, E.(2007)。Comparative Efficiency Analysis of Portuguese Bank Branches。European Journal of Operational Research，177(2)，1275-1288。  new window
17.Soteriou, A. C.、Stavrinides, Y.(1997)。An Internal Customer Service Quality Data Envelopment Analysis Model for Bank Branches。International Journal of Operations and Production Management，17(8)，780-789。  new window
18.張錫介(20050700)。金融控股公司法實施對國內銀行業經營效率與生產力影響之分析。朝陽商管評論，4(2)，93-126。new window  延伸查詢new window
19.Winsted, K. F.(1997)。The service experience in two cultures: A behavioral perspective。Journal of Retailing，73(3)，337-360。  new window
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23.Mattila, Anna S.(1999)。The Role of Culture and Purchase Motivation in Service Encounter Evaluations。Journal of Services Marketing，13(4/5)，376-389。  new window
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25.Espinoza, M. M.(1999)。Assessing the Cross-cultural Applicability of a Service Quality Measure: A Comparative Study between Quebec and Peru。International Journal of Service Industry Management，10(5)，449-468。  new window
26.Aigner, Dennis J.、Lovell, Charles Albert Knox、Schmidt, Peter(1977)。Formulation and Estimation of Stochastic Frontier Production Function Models。Journal of Econometrics，6(1)，21-37。  new window
27.Kaiser, Henry F.(1960)。The application of electronic computers to factor analysis。Educational and Psychological Measurement，20(1)，141-151。  new window
28.Berger, Allen N.、Humphrey, David B.(1997)。Efficiency of Financial Institutions: International Survey and Directions for Future Research。European Journal of Operational Research，98(2)，175-212。  new window
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研究報告
1.Caprio, Gerard Jr.、Klingebiel, Daniela(1996)。Bank Insolvencies: Cross-Country Experience。Washington, DC：World Bank。  new window
學位論文
1.陳曉蓉(2004)。發展中的台灣銀行業：結構的變遷與競爭挑戰(博士論文)。國立中山大學。new window  延伸查詢new window
圖書
1.Yang, C. C.(2011)。An Enhanced DEA Model for Decomposition of Technical Efficiency。Annals of Operations Research。  new window
2.Shephard, R. W.(1970)。Theory of Cost and Production Function。Princeton：Princeton University Press。  new window
圖書論文
1.Berger, A. N.、Humphrey, D. B.(1992)。Measurement and Efficiency Issues in Commercial Banking。Output Measurement in the Service Sectors。University of Chicago Press。  new window
 
 
 
 
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