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研究生:黃秀玫
研究生(外文):Huang, Shiow-Mei
論文名稱:銀行員工國際化素養與服務品質關係之研究
論文名稱(外文):The Effect of International Literacy for Bank Employees on Service Quality
指導教授:洪朝陽洪朝陽引用關係
指導教授(外文):Hung, Chau-Yang
口試委員:洪朝陽林英顏楊豐華
口試委員(外文):Hung, Chau-YangLIN, YING-YANYANG, FENG-HUA
口試日期:2012-01-06
學位類別:碩士
校院名稱:大葉大學
系所名稱:管理學院碩士在職專班
學門:商業及管理學門
學類:其他商業及管理學類
論文種類:學術論文
論文出版年:2012
畢業學年度:100
語文別:中文
論文頁數:75
中文關鍵詞:銀行員工國際化素養服務品質員工職位客戶層級
外文關鍵詞:bank employee’s international literacy,service qualitystaff positioncustomer level
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本研究探討銀行員工國際化素養對於服務品質之影響,及銀行員工職位與客戶層級對於員工國際化素養與服務品質的干擾效果。研究之銀行員工國際化素養以專業能力、新知學習與服務態度三個構面來衡量,服務品質則以回應與可靠、環境與設施與關懷與服務三個構面來衡量。本研究選擇臺灣本土銀行有投資經驗之一般消費者為受測母體,採用問卷調查法,共發出450份問卷,回收435份問卷,無效問卷28份,有效問卷407份,有效回收率為93.5%。主要分析方法為階層迴歸模式,進行資料分析及假設檢定,驗證研究模式。驗證結果顯示:
1、銀行員工國際化素養對於服務品質有顯著正向影響。
2、不同職位的員工在國際化素養對服務品質影響關係中具干擾效果。
3、不同層級的客戶在國際化素養對服務品質影響關係中具干擾。

In this study, is probing, an international literacy for bank employees to the impact of service quality, and bank-level staff positions of the employees and classes of customers has an moderating effect of international literacy and service quality . Study of bank employees in a professional capacity of international literacy, learning new knowledge and attitude are three dimensions to measure. Service quality are to measure by reliable places to respond to the environment and facilities, and care and services three dimensions. The study, Taiwanese banks, have investment experience of the average consumer as measured by the mother, using questionnaires, a total of 450 questionnaires sent, 435 questionnaires were recovered, 28 invalid questionnaires, 407 valid questionnaires, the effective rate of 93.5% . A hierarchical regression model for the main model of data analysis and hypothesis testing, model validation studies. Validation results showed that:

1, the bank employees for international quality have significant positive impact on service quality.
2, the different positions of the employees in the international impact of literacy on the relationship between service quality with the moderate effects.
3, different levels of customers in the international impact of literacy on the relationship between service quality with the moderate effect.

內容目錄
中文摘要 ..................... i ii
英文摘要 ..................... iv
誌謝辭 ..................... vi
內容目錄 ..................... vii
表目錄 ..................... iv
圖目錄 ..................... x
第一章  緒論................... 1
  第一節  研究背景與動機............ 1
  第二節  研究目的............... 4
第二章  文獻探討................. 6
  第一節  銀行員工國際化素養...........6
  第二節  服務品質............... 13
第三章  研究方法................. 20
  第一節  研究架構............... 20
  第二節  研究假設.................21
  第三節  操作性定義及衡量工具...........22
  第四節  樣本與資料收集..............26
  第五節  資料分析方法............. 26
第四章  研究結果與分析.............. 29
  第一節   樣本及各變項之敘述性統計分析.... 29
  第二節   問卷信度與效度分析...........32
  第三節   個人屬性之變異數分析..........32
  第四節   變項間之相關分析.......... 46
  第五節   變項間之迴歸分析........... 47
  第六節   干擾效果分析..............50
第五章  研究結論與建議 60
  第一節  研究結論............... 60
  第二節  研究涵義.................62
  第三節  研究限制............... 64
  第四節  未來研究建議..............64
參考文獻 ..................... 66
附錄 ..................... 73

表目錄
表 2-1 不同員工之國際化素養的訓練重點...... 7
表 2-2 專業能力之定義................10
表 2- 3 服務品質之定義................14
表 2- 4 服務品質修正後的衡量構............17
表 2- 5 服務品質的衡量構面..............19
表 3- 1 銀行員工國際化素養之量表...........23
表 3- 2 服務品質之量表................24
表 4- 1 有效樣本基本特性.............. 30
表 4- 2 服務品質之敘述性統計分析.......... 31
表 4- 3 員工國際化素養之敘述性統計分析....... 32
表 4- 4 員工國際化素養之信度分析.......... 33
表 4- 5 服務品質之信度分析............ 35
表 4- 6 服務品質之效度分析............ 37
表 4- 7 員工國際化素養之效度分析......... 38
表 4- 8 不同性別對各變項構面之差異分析........40
表 4- 9 不同年齡對各變項構面之差異分析........41
表 4- 10 教育程度對各變項構面之差異分析........42
表 4- 11 月薪所得對各變項構面之差異分析........38
表 4- 12 客戶層級對各變項構面之差異分析........39
表 4- 13 員工職位對各變項構面之差異分析........43
表 4- 14 國際化素養與服務品質之相關分析...... 46
表 4- 15 國際化素養對服務品質之簡單迴歸分析..... 47
表 4- 16 專業能力對服務品質之簡單迴歸分析..... 48
表 4- 17 新知學習對服務品質之簡單迴歸分析 49

表目錄
表 4- 18 服務態度對服務品質之簡單迴歸分析..... 50
表 4- 19 國際化素養、員工職位及交互作用項對服務品質之階層迴歸分析..51
表 4- 20 國際化素養、員工職位及交互作用項對回應與可靠之階層迴歸分析.51
表 4- 21 國際化素養、員工職位及交互作用項對環境與設施之階層迴歸分析.52
表 4- 22 國際化素養、員工職位及交互作用項對關懷與服務之階層迴歸分析.52
表 4- 23 中高階層主管國際化素養對服務品質之階層迴歸分析.......53
表 4- 24 一般階層員工國際化素養對服務品質之階層迴歸分析.......53
表 4- 25 國際化素養、客戶層級及交互作用項對服務品質之階層迴歸分析..54
表 4- 26 國際化素養、客戶層級及交互作用項對回應與可靠之階層迴歸分析.55
表 4- 27 國際化素養、客戶層級及交互作用項對環境與設施之階層迴歸分析.56
表 4- 28 國際化素養、客戶層級及交互作用項對關懷與服務之階層迴歸分析.57
表 4- 29 客戶層級a之國際化素養對服務品質之階層迴歸分析.......58

表目錄
表 4- 30 客戶層級b之國際化素養對服務品質之階層迴歸分析........58
表 4- 31 客戶層級c之國際化素養對服務品質之階層迴歸分析........59
表 4- 32 客戶層級d之國際化素養對服務品質之階層迴歸分析........59
表 5- 1 研究假設驗證結果彙總表............... 60

圖目錄
圖 3- 1 研究架構圖................ 20


ㄧ、中文部份
王仲三(2002),家電門市服務品質之顧客滿意度研究,義守大學工業工程與管理學系碩士論文。

王甡(2005),金融市場國化人才培訓策略與行動方案探討。證券暨期貨月刊,第23 卷第一期。

王麗菱(2000),國際觀光旅館餐飲外場工作人員應具備專業能力之研究,國立臺灣師範大學家政教育研究所碩士論文。

林元元(1999),顧客關係品質與自發行為之探討--以銀行服務業為例,元智大學管理研究所碩士論文。

林瑛淑(2008),高職餐飲管理科學生專業能力與學習滿意度關係之研究-以台北縣高職學生為例,私立世新大學觀光學系碩士論文。

林維俊(2005),中國熱會持續下去。財訊月刊6月號(自第272到第273頁)。

沈中華、周行一、張世傑(2005),「國際金融管理人才培訓方案」。證券暨期貨月刊,第23 卷第一期。

江文雄(2006),技術及職業教育概論,增訂版二刷,台北:師大書苑。
洪嘉蓉(2004),服務品質、滿意度與忠誠度關係之研究—以中華電信公司ADSL 顧客為例,大葉大學資訊管理研究所碩士論文。
張春興(2006),張氏心理學辭典。臺北:東華書局。

張德銳(1993),教師評鑑與教師專業成長,國教世紀,頁50-54。

郭嫈嫈(1989),基層農會家政指導員專業能力研究,國立師範大學家政教育研究所碩士論文。

葉榮造(1995),我國金融國際化的進展,央行季刊;頁53-62。

賴怡吟(2009),金融機構專業知識與關係品質對顧客再臨意願影響之研究,東華大學國際企業研究所碩士論文。

謝福樹(2001),從關係行銷探討關係品質之模式─以我國銀行業為例,義守大學管理科學研究所碩士論文。

蘇雲華(1995),服務品質衡量方法比較研究,國立中山大學企業管理研究所博士。

葉榮照(2004) ,國際收支統計之編製及相關問題之研究,台灣大學財務金融學研究所碩士論文。


二、英文部份
Agut, S., Grau, R., & Peiró, J. M. (2003). Competency needs among managers from Spanish hotels and restaurants and their training demands. International Journal of Hospitality Management, 22, 281-295.

Boyatzis, D. (1982). The competence manager: A model for effective performance. N.Y.: John Wiley & Son

Busch,P., & Wilson, D.T.(1976). An experimental analysisof a salesman’s expert and referent bases of social power in the buyer-seller dyad. Journal of Marketing Research, 13(February),3-11.

Butler,R.P.(1976). Relationships between college performance and success as an army officer.Journal of Vocational behavior,9,385-391.

Chisholm & Ely(1976). Automobile engine and vehicle technology level 1. New York: McGraw-Hill Book Company.

Colletti, D. L.(1987), Retail Banking Success: A Question of Quality, Bank Administration, Vol. 63, No. 4, pp. 42-45.

Etzel, M. J., Bruce, J. W. & William, J. S.(2001), Marketing Management, 12th ed., McGraw. Hill, Irwin.

Farsad, B. & Elshennawy, A. K.(1989), Defining Service Quality is Difficult for Service and Manufacturing Firms, Industrial Engineering, Vol. 21, No. 3, pp.17-19.

Gronroos, c.(1998), Service Quality: The Six Creteria of Good Perceived Servic Quality. Review of Business, l(9), pp. 10-13.

Jackson, S. E. & Schuler, R. S. (2003). Managing Human Resources through Strategic Partnerships, 8th ed., South-Western, Mason, OH.

Levitt. (1972). Production-Line Approach to Service, Havard Business Review, Vol.50, pp.41-52

Lovelock, C., & Wright L. (2002) Principles of Service Marketing and Management.

McClelland, D. C. (1973). Testing for Competence rather than for Intelligence. American Psychologist, 28(1), 1-24.

McLagan, P. A. (1980). Competency models. Training & Development Journal, 34(12),22-26.

McLagan, P. A. (1983). Models for Excellence: The results of the ASTD training and development competency study. Training & Development Journal, 37(6), 10-20.
Noe Noe, R. A., Hollenbeck, J.R., Gerhart, B. & Wright, P. M. (2003). Human ResourceManagement: Gaining a Competitive Advantage, 4th ed. P.5.

Parry, S. B. (1998). Just What Is a Competency? And Why Should You Care?. Training,35(6), 58-64.

Parasuraman, A., Zeithaml, V. A. & Berry, L. L.(1985), A Conceptual Model of Service Quality and Its Implication for Future Research, Journal of Marketing,Vol. 49, No. 4, pp. 41-50.

Parasuraman, A., Zeithaml, V. A. & Berry, L. L.(1988), SERVQUAL: A Multipleitem Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, Vol. 64, No. 1, pp. 12-40.

Parasuraman, A., Zeithaml, V. A. & Berry, L. L.(1991), Refinement and Reassessment of The SERVQUAL Scale, Journal of Retailing, Vol. 67, No. 4, pp.
420-450.

Peter, J. and Olson, C.(2002), Consumer Behavior and Marketing Strategy, 6th ed., McGraw-Hill/Irwin, Boston, MA

Ralelin, J. A., & Cooledge, A. S. (1995). From generic to organic competencies. Human Resource planning,18(3), 24-33.

Robertson, T.S. & Gatignon, H.(2000), Competitive Effects on Technology Diffusion, Journal of Marketing, l(50), pp. 1-12.

Rousseau, M. D. & Greller, M. M. (1994). Human resource practices:
Administrative contract makers, Human Resource Management,
33(3):385-401.

Sasser, W. E., R. P.Olsen, Jr., and D. D. Wyckoff. (1978), Management of Srvice Operations, Text and Cases, Boston: Allyn and Bacon, pp.33-54.

Schneider, B. & Bowen, D. E. (1985) Employee and Customer Perception of Servicein Banks: Replication and Extension. Journal of Applied Psychology, 70: 423-433.

Sandberg, J., Christoph, L. H., & Emans, B. S. (2001). Tutor training: A systematic investigation of tutor requirements and an evaluation of a training. British Journal of Educational Technology, 32(1), 69-90.

Solomon, M.R., C. Surprenant, J .A. Czepiel, and .G.Gutman(1998).
A Role Theory Perspective on Dyadic Interactions: The Service Encounter , Journal of Retailing,Vol.49,pp.99-111

Spencer, L. M. & Spencer, S. M. (1993). Competence at work: Models for superior performance. N.Y.: John Wiley & Son.

Thach, E. C., & Murphy, K. L. (1995). Competencies for distance education professionals. ETRD, 43(1), 57-79.

Youndt, M. A., Snell, S. A., Dean, J. W., & Lepak, D. P. 1996. Human Resource Management, Manufacturing Strategy, and Firm Performance. Academy ofManagement Journal, 39(4): 836-866.
英文部份
Agut, S., Grau, R., & Peiró, J. M. (2003). Competency needs among managers from Spanish hotels and restaurants and their training demands. International Journal ofHospitality Management, 22, 281-295.

Boyatzis, D. (1982). The competence manager: A model for effective performance. N.Y.: John Wiley & Son

Busch,P., & Wilson, D.T.(1976). An experimental analysisof a salesman’s expert and referent bases of social power in the buyer-seller dyad. Journal of Marketing Research, 13(February),3-11.

Butler,R.P.(1976). Relationships between college performance and success as an army officer.Journal of
Vocational behavior,9,385-391.

Chisholm & Ely(1976). Automobile engine and vehicle technology level 1. New York: McGraw-Hill Book Company.

Colletti, D. L.(1987), Retail Banking Success: A Question of Quality, Bank Administration, Vol. 63, No. 4, pp. 42-45.

Etzel, M. J., Bruce, J. W. & William, J. S.(2001), Marketing Management, 12th ed., McGraw. Hill, Irwin.

Farsad, B. & Elshennawy, A. K.(1989), Defining Service Quality is Difficult for Service and Manufacturing Firms, Industrial Engineering, Vol. 21, No. 3, pp.17-19.

Gronroos, c.(1998), Service Quality: The Six Creteria of Good Perceived Servic Quality. Review of Business, l(9), pp. 10-13.

Jackson, S. E. & Schuler, R. S. (2003). Managing Human Resources through Strategic Partnerships, 8th ed., South-Western, Mason, OH.

Levitt. (1972). Production-Line Approach to Service, Havard Business Review, Vol.50, pp.41-52

Lovelock, C., & Wright L. (2002) Principles of Service Marketing and Management.

McClelland, D. C. (1973). Testing for Competence rather than for Intelligence. American Psychologist, 28(1), 1-24.

McLagan, P. A. (1980). Competency models. Training & Development Journal, 34(12),22-26.

McLagan, P. A. (1983). Models for Excellence: The results of the ASTD training and development competency study. Training & Development Journal, 37(6), 10-20.

Noe Noe, R. A., Hollenbeck, J.R., Gerhart, B. & Wright, P. M. (2003). Human ResourceManagement: Gaining a Competitive Advantage, 4th ed. P.5.

Parry, S. B. (1998). Just What Is a Competency? And Why Should You Care?. Training,35(6), 58-64.

Parasuraman, A., Zeithaml, V. A. & Berry, L. L.(1985), A Conceptual Model of Service Quality and Its Implication for Future Research, Journal of Marketing,Vol. 49, No. 4, pp. 41-50.

Parasuraman, A., Zeithaml, V. A. & Berry, L. L.(1988), SERVQUAL: A Multipleitem Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, Vol. 64, No. 1, pp. 12-40.

Parasuraman, A., Zeithaml, V. A. & Berry, L. L.(1991), Refinement and Reassessment of The SERVQUAL Scale, Journal of Retailing, Vol. 67, No. 4, pp.420-450.

Peter, J. and Olson, C.(2002), Consumer Behavior and Marketing Strategy, 6th ed., McGraw-Hill/Irwin, Boston, MA

Ralelin, J. A., & Cooledge, A. S. (1995). From generic to organic competencies. Human Resource planning,18(3), 24-33.

Robertson, T.S. & Gatignon, H.(2000). Competitive Effects on Technology Diffusion, Journal of Marketing, l(50), pp. 1-12.

Rousseau, M. D. & Greller, M. M. (1994). Human resource practices:Administrative contract makers, Human Resource Management, 33(3):385-401.

Sasser, W. E., R. P.Olsen, Jr., and D. D. Wyckoff. (1978), Management of Srvice Operations, Text and Cases, Boston: Allyn and Bacon, pp.33-54.

Schneider, B. & Bowen, D. E. (1985) Employee and Customer Perception of Servicein Banks: Replication and Extension. Journal of Applied Psychology, 70: 423-433.

Sandberg, J., Christoph, L. H., & Emans, B. S. (2001). Tutor training: A systematic investigation of tutor requirements and an evaluation of a training. British Journal of Educational Technology, 32(1), 69-90.

Solomon, M.R., C. Surprenant, J .A. Czepiel, & E.G.Gutman (1998).
A Role Theory Perspective on Dyadic Interactions: The Service Encounter ,Journal of Retailing,Vol.49,pp.99-111

Spencer, L. M. & Spencer, S. M. (1993). Competence at work: Models for superior performance. N.Y.: John Wiley & Son.

Thach, E. C., & Murphy, K. L. (1995). Competencies for distance education professionals. ETRD, 43(1), 57-79.

Youndt, M. A., Snell, S. A., Dean, J. W., & Lepak, D. P. 1996. Human Resource Management, Manufacturing Strategy, and Firm Performance. Academy of Management Journal, 39(4): 836-866.

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