ABSTRACT
Human Resources Management of Elevating Service Quality of Junior Service Personnel and Customers¡¦ Degree of Satisfaction
¡V Using the Junior Service Personnel of Banks in Kaohsiung City as the Scope of Case Study
In 1990, the restriction on the establishment of new banks was lifted, and 16 new private-operated banks came into existence, extending the competitive market dimension of the financial service industry. This would absolutely throw a revolutionary impact upon banks. Furthermore, since Taiwan was acceded to the global WTO in 2002, large foreign-based financial institutions have entered Taiwan local financial market with tremendous capital and advanced services and products. In the foreseeable future, they will bring up unprecedented pressures of operation and survival upon the banks in the financial service industry that has an annual productivity of 1200 billion dollars.
This research began with the human resources management perspective that is performance oriented and development oriented and set out to investigate the relevancy and objective of the case junior financial and service personnel who worked under the operation of this management dimension system, through the conveyance of personal service quality, to achieve the elevation of overall service quality and customers¡¦ degrees of satisfaction. After literature investigation and the compilation and review of relevant theories, a questionnaire survey was conducted, and by using PZB model as the basis, the obtained data underwent a factor analysis and the SPSS 12.0 for Windows XP software package was used to conduct statistical analysis of these data. Then Kaiser Varimax of main factor analysis was used as the rotation axis to extract the dimension factors of this research. Finally, one-way ANOVA and canonical correlation were used to analyze and investigate the differences between the variables and correlations, which would be used as the viable theoretical foundation of the hypotheses of this research.
In addition, after conducting statistical analysis of the data about the case banks, this research found that in the two aspects of human resources management, the junior employees had higher degrees of approval of development orientation that those of performance orientation, which seemed to overthrow the long-standing traditional concept ¡V using ¡§performance orientation¡¨ of realistic or tangible feedback as the prime basis for selection. On the contrary, although the junior personnel work in the employment market of unfavorable and competitive financial service industry of various kinds, this research has found that as a matter of fact, junior personnel of banks still have high degrees of approval of ¡§development orientation¡¨ and vision for ¡§development orientation,¡¨ in spite of the threats posed by the WTO globalization and the waning trend of the ¡§golden bowl.¡¨ This seems to provide bank management, amid celebration, with a new thinking of establishing better and forward human resources management procedures and regulations related to loyal, committed and competent employees.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0822105-164652 |
| Date | 22 August 2005 |
| Creators | CHEN, CHUN-HUNG |
| Contributors | Ping-Cheng Li, Ming-Chu Yu, BIH-SHIAW JAW |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | English |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0822105-164652 |
| Rights | not_available, Copyright information available at source archive |
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