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研究生:陳玉雯
研究生(外文):Yu-Wun Chen
論文名稱:以平衡計分卡模式導入銀行智慧資本管理之研究
論文名稱(外文):The Study of Intellectual Capital Management of Banking Industry from the model of Balance Scorecard
指導教授:林靜雯林靜雯引用關係
指導教授(外文):Ching-Wen Lin
學位類別:碩士
校院名稱:中國文化大學
系所名稱:國際企業管理研究所
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2007
畢業學年度:95
語文別:中文
論文頁數:102
中文關鍵詞:智慧資本平衡計分卡銀行
外文關鍵詞:intellectual capitalbalance scorecard systembank
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本研究乃就平衡計分卡觀念,探討我國銀行在智慧資本於內部員工與顧客間實務運作上之缺口,並透過文獻之研析與實證,以期提供我國銀行業參考並期促進銀行的學習與成長,進而使實質財務上之提升,達成公司之遠景。
本研究是以便利抽樣的方式進行問卷發放。員工及顧客分別發了300份問卷,去除無效問卷沒填寫完成者,有效問卷分別回為248份與292份,有效問卷回收率分別為82.67%、97.33%
本研究結果發現「員工自評對銀行人力資本、結構資本、顧客資本之滿意度」與「顧客對銀行人力資本、結構資本、顧客資本之重視度」間,有顯著差異的存在,意即銀行人力資本、結構資本、顧客資本之缺口存在。
研究結果建議針對銀行員工在顧客重視的指標上,自評績效不佳者應立即與以改善,如公司良好的市場形象和聲譽、顧客低的抱怨率及顧客對於產品的滿意度;另針對銀行在顧客不重視的項目上,達到自我期許的績效,顯示銀行對此資源配置上有問題,如員工的平均教育程度、公司透過科技緊密連結組織內部的工作流程、公司迅速發展新產品以滿足市場需求等。
This research is reads on the balance score card system, searches the intellectual capital gap between the staff and customers in the banks. And passes the article to analyzes and confirm. The study provides the banks with learning , grow and finance promotion. Then reaching company’s vision.
This research is by facilitates sampling the way to collect questionnaires. The staff and the customer separately sent 300 questionnaires, and separately recycled 248 and 292, the questionnaires returns-ratio respectively was 82.67%, 97.33%
This findings discovered "the staff from of comments degree of satisfaction of to the bank human capital, the structure capital, the customer capital" and "the customer to the bank human capital, the structure capital, the customer capital the heavy visual degree", has reveals the difference existence. It is gap of existence the bank human capital, the structure capital, the customer capital.
The findings suggested in view of the bank staff in the target which the custom-ers take, from comments the achievements not good to be supposed with to improve immediately. The bank does not take in the customer in the project, achieved oneself hoped achievements. Demonstrated the bank resources disposes regarding this has the question.
中文摘要 ..................... iii
英文摘要 ..................... iv
誌謝辭  ..................... v
內容目錄 ..................... vi
表目錄  ..................... viii
圖目錄  ..................... ix
第一章  緒論................... 1
  第一節  研究背景............... 1
  第二節  研究問題與目的............ 5
  第三節  研究流程............... 6
第二章  文獻探討................. 8
  第一節  智慧資本............... 8
  第二節  平衡計分卡.............. 23
  第三節  智慧資本與平衡計分卡之相關性..... 37
第三章 研究方法與設計.............. 39
  第一節 研究架構與假設............ 39
  第二節 研究變數之定義與衡量......... 41
  第三節 研究樣本與資料蒐集.......... 47
  第四節 資料分析方法............. 48
第四章 實證結果與分析.............. 50
  第一節 樣本回收與樣本結構.......... 50
  第二節 各研究構面效度與信度分析....... 53
  第三節 銀行智慧資本之缺口檢定........ 60
  第四節 重要-表現程度分析法......... 65
  第五節 顧客人口統計變數在智慧資本表現上差異性 72
第五章  結論與建議................ 77
  第一節  研究結論與建議............ 77
  第二節  實務界建議.............. 84
  第三節  研究限制............... 84
參考文獻 ..................... 86
附錄A  員工智慧資本研究問卷........... 94
附錄B  顧客智慧資本研究問卷........... 98
一、中文部份
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