The service quality of banking industry - the empirical research of public-owned banks in Kaohsiung area.
Public-owned banks usually gives us bureaucratic image. Although they try to raise their service quality under the press of competition, but the improvement is limited. When managers of public-owned banks strive for raising the service quality, the employees usually don¡¦t make enough efforts. What reason does result in such gap? How to solve this problem? How to inspire employees to work hard for the image of ¡§high service quality¡¨, which is accepted by high level manager?
According to these motives, we use the PZB model to evaluate the service quality gap. Our research targets are the public-owned banks in Kaohsiung area. Findings indicates that there is no significant difference between the managers¡¦ and the employees¡¦ cognition of customer service expectation in public-owned banks. But there is gap existence between the managers¡¦ cognition of customer service expectation, and the service conveyed to the customer. ¡§control system¡¨ and ¡§team work¡¨ are the main reasons of the gap between service cognition and conveyance. Besides, most employees think the poor ¡§ performance evaluation system¡¨ causes the poor service quality in public-owned bank. They suggest that ¡§creating good working atmosphere¡¨, ¡§building a property performance evaluation system¡¨, ¡§managers should lead by personal example¡¨, and ¡§ a strong determination of change¡¨ may promote the service quality of public-owned banks.
Standing on our empirical study, we make the following suggestions for the public-owned banks to raising their service quality:
1. The support of manager.
2. Adopt a proper performance measurement and evaluation system.
3. Managing in humanistic way.
4. Accelerate the rotation and promotion.
5. Strengthen the training of service quality raising.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0703102-100944 |
| Date | 03 July 2002 |
| Creators | Chen, Jin-Hsiung |
| Contributors | none, Tsai-Yuan Lin, none, Ruey-Dang Chang |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0703102-100944 |
| Rights | restricted, Copyright information available at source archive |
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