Combine SWOT Mode and IPA Methods to Improve the Quality of Banking Services－Case Study of C Bank
| Autor: | LIN,TUNG-YUEH 。, 林彤玥 |
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| Rok vydání: | 2019 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 107 In the economic development of various countries, the financial industry has always been closely related to industrial development However, since the opening of private banks in Taiwan in 1990, financial institutions have sprung up like mushrooms. In 2001, through the service to meet the needs of client’s one-stop shopping, but also made the highly competitive financial environment become white-hot. In the past, the main profit of Taiwan’s banking comes from interest income. However, in recent years, the interest rate margin between lending and borrowing has narrowed, and banks have to find other sources of income. Due to regulations, merchandise offered is similar. How C Bank stands out in today's financial environment, only providing quality service quality is the key factor for maintaining old clients and opening up new client base. This study uses C bank clients as research objects, uses questionnaires to collect data to understand the bank's strengths, weaknesses, opportunities and threats through the STOW Analysis, and uses the Importance Performance Analysis to examine bank's service quality from 16 items. There are 3 items to be improved: items 13 Customer parking convenience、items 14 Tight security guard system、items 7 Crisis management of the staff of the branch，This study also provides suggestions for improvement strategies, in order to improve the quality of service and thus enhance the bank's operating performance. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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