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研究生:鄒鈴惠
研究生(外文):Lin-Hui Tsou
論文名稱:台灣某一銀行之分行其外匯業務的服務生產力與服務品質間相互作用之研究
論文名稱(外文):The Study of Interaction between Service Productivity and Service Quality for Exchange Business of A Bank’s Branch in Taiwan
指導教授:蘇明俊蘇明俊引用關係
指導教授(外文):Min-Jiun Su
口試委員:吳中書郭平欣洪肇志
口試日期:2016-05-29
學位類別:碩士
校院名稱:國立中興大學
系所名稱:高階經理人碩士在職專班
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:2016
畢業學年度:104
語文別:中文
論文頁數:87
中文關鍵詞:雙元觀點之服務生產力服務品質外匯業務
外文關鍵詞:Dual perspective of service productivityService qualityForeign exchange business
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本文主要研究目的為臺灣某一銀行之分行外匯業務經由銀行的資源配置、投入與產出、公司觀點的服務生產力,顧客的投入與產出、顧客觀點的服務生產力、服務品質和銀行和顧客雙元觀點的服務生產力與服務品質間相互作用。面對整體金融環境之丕變、銀行顧客對於外匯金融服務及商品需求的改變、以及數位金融科技化所帶來的衝擊和同業之間劇烈的競爭,透過「公司與顧客雙元觀點之服務生產力」之研究,探討個案分行和顧客之投入和產出,以及公司觀點及顧客觀點之服務生產力與服務品質間的互動,建構該分行外匯業務之服務品質,認識和瞭解顧客金融業務及金融商品之實質需求,透過個案分行之總行所建構之資訊系統,運用大數據儲存與處理技術及統計分析,打造數位化金融環境,提供多元化的創新服務,活化銀行資源配置之執行效能,提高個案分行之服務品質。

To explore the Exchange Business of Taiwan Bank’s Branch is the main point here. The Branches of Taiwan foreign exchange business include the input and output of the bank’s resource productivity from both points of view in between the customer and the company. The main topic here will also discuss the dual perspective of service productivity and promote the service quality, productivity elements、opinion and interaction of the company and customers. Facing with extreme competition and the financial environment changes rapidly, the bank needs to supply and satisfy the demands of customers for foreign exchange, the commodity and financial services are so important that the bank is trying to keep the pace with the digital financial innovation. The use of big data development and analysis has allowed the banks not only to create an entirely digital financial landscape, but also to provide a wide range of innovative services, that raised up the effectiveness of resource utilization and increased much better service quality of branches.

目 次

第一章 緒 論 1
第一節 研究背景與動機. 1
第二節 研究目的. 3
第三節 研究對象與範圍. 4
第四節 研究流程. 4
第二章 文獻探討 6
第一節 有關雙元觀點的服務生產力之相關研究 6
第二節 服務品質之相關研究 7
第三節 雙元觀點的服務生產力與服務品質間相互作用之相關
研究 10
第三章 研究方法 13
第一節 研究架構 13
第二節 雙元觀點的服務生產力 14
第三節 服務品質 14
第四節 雙元觀點的服務生產力與服務品質間交互作用 16
第四章 個案研究 18
第一節 臺灣某一銀行之分行的外匯業務說明 18
第二節 臺灣某一銀行之分行的外匯業務之雙元觀點的服務
生產力 21
第三節 臺灣某一銀行之分行的外匯業務之服務品質 27
第四節 臺灣某一銀行之分行的外匯業務之雙元觀點的服務生
產力與服務品質間相互作用 36
第五章 結論與建議 55
第一節 結論 55
第二節 管理意涵 63
第三節 研究建議 65
參考文獻 68
附錄 74

表 次

表4-1 個案分行公司觀點的服務生產力與所建構的外匯業務傳統服
務品質間互動 41
表4-2 個案分行公司觀點的服務生產力與所建構的外匯業務自動化
服務品質間互動 44
表4-3 個案分行顧客觀點的服務生產力與所建構的外匯業務傳統服
務品質間互動 48
表4-4 個案分行顧客觀點的服務生產力與所建構的外匯業務自動化
服務品質間互動 52

圖 次

圖1-1 研究流程 5
圖3-1 研究架構 13


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