A Study on the Use of IPA for Improving Bank Service Quality Performance - The Case of Bank C
| Autor: | YU, CHIA PNG, 尤佳萍 |
|---|---|
| Rok vydání: | 2019 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 107 The object of research in this study is based on the customers of Bank C which is with 104 years history in Taichung area. It is founded as a Credit Cooperation and reorganized to a Commercial Bank Co., Ltd. by Ministry of Finance’s approval in 1994. It continuously services all customers in good faith and with warm hospitality. Service quality is an important role for a bank to be sustainable in the competitive environment. Due to the service quality is resulting from internal performance, the data collection in this study is conducted through questionnaires by using research tool of independence test between factors to study the satisfaction of the service quality of bank C. By implementation of the correlation test for the 5 general information, there is only 1 item with obviously positive relationship. In additional, this study uses IPA method to investigate the factors cause the defect of service quality by 20 questions. The result shows there are 2 factors as the top priority and 3 factors as the secondary priority. The purpose of the results and suggestions are proposed in this study is to expect Bank C is able to improve the service quality to increase the performance and the competitiveness in the future. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
| Externí odkaz: |
|