臺灣博碩士論文加值系統

營運風險管理對企業的影響之深，輕則可能為客訴，重則可能影響品牌或商譽等，若因應現在的國際法規及監理機關的要求，其重要性已不可同日而語；故本研究主要在探討客訴背後的營運風險管理，深究影響營運風險管理的各項因素，以總體經濟指標、銀行種類及規模對應金融評議中心申訴評議總件數之影響性為基礎，探討營運風險管理的事前預防，當下應變及事後的流程改善等議題。
本研究採迴歸分析，蒐集2012~2020年間金融評議中心申訴及評議件數，結合橫斷面與時間序列，以申訴及評議總數作為依變數，另將可能影響的各項因子作為自變數，探究其是否有顯著差異。
經由實證結果顯示，在總體經濟指標的變數中，「景氣對策信號」對申訴及評議件數之影響有顯著差異且影響性為負相關。「失業率」對申訴及評議件數之影響有顯著差異且影響性為正相關。「平均每人GDP」對申訴及評議件數之影響有顯著差異且影響性為負相關。「消費者物價總指數」對申訴及評議件數之影響有顯著差異且影響性為正相關。
在銀行種類及規模的變數中，「公股與否」對申訴及評議件數具有相當顯著的影響，且為負相關，亦即有公股注資之銀行則申訴及評議件數較低，反之，無公股注資之銀行則申訴及評議件數較高。「具有金控背景之銀行」對申訴及評議件數不具有顯著差異性。「金融奬項得奬次數」對申訴及評議件數不具有顯著差異性。「月平均存款」對申訴及評議件數具有相當顯著的影響，且為正相關，亦即當銀行月平均存款越高，則申訴及評議件數亦越高，反之，當銀行月平均存款越低，則申訴及評議件數亦越低。「ATM台數」對申訴及評議件數具有相當顯著的影響，且為正相關，亦即當銀行ATM台數越多，則申訴及評議件數亦越高，反之，當銀行ATM台數越少，則申訴及評議件數亦越低。「稅前損益」對申訴及評議件數不具有顯著差異性。

The impact of operational risk management on the company is profound, ranging from customer complaints to the most serious impact on brand or goodwill, etc. If it meets the current international regulations and the requirements of the supervisory authority, its importance is no longer the same; therefore, this research Mainly discussing the operational risk management behind customer complaints, and in-depth study of various factors that affect operational risk management. Based on the influence of overall economic indicators, bank types and scales on the total number of complaints and reviews of the financial review center, discussing operational risk management Issues such as pre-prevention, immediate response and subsequent process improvement.
This study adopts regression analysis to collect the number of appeals and reviews of the Financial Review Center from 2012 to 2020, combined with the cross-section and time series, with the total number of appeals and reviews as the dependent variable, and various factors that may be affected as independent variables to explore Is there a significant difference.
Among the variables of bank type and scale, "public share or not" has a significant impact on the number of appeals and comments, and it is negatively correlated. That is, banks with public shares inject capital have a lower number of appeals and comments. On the contrary, there is no The number of complaints and comments from banks with public share capital injection is relatively high. "Banks with financial control background" do not have significant differences in the number of appeals and reviews. The number of "financial awards won" has no significant difference in the number of appeals and reviews. "Monthly average deposit" has a significant impact on the number of appeals and comments, and it is positively correlated, that is, when the bank’s monthly average deposit is higher, the number of appeals and comments is also higher. Conversely, when the bank’s monthly average deposit is greater Lower, the lower the number of appeals and comments. "ATM number" has a significant impact on the number of appeals and reviews, and it is positively correlated, that is, when the number of bank ATMs is larger, the number of appeals and reviews is also higher. Conversely, when the number of bank ATMs is more Less, the lower the number of appeals and comments. "Pre-tax profit and loss" has no significant difference in the number of appeals and reviews.

第一章 緒綸 1
第一節 研究背景與動機 1
第二節 研究目的 3
第三節 論文結構與研究流程 4
第四節 研究之範圍與限制 7
第五節 創新與貢獻 7
第二章 文獻探討 9
第一節 顧客滿意度對營運風險管理之相關研究 9
第二節 服務恢復對營運風險管理之相關研究 16
第三節 投訴行為對營運風險管理之相關研究 19
第四節 服務品質對營運風險管理之相關研究 22
第五節 獲利能力對營運風險管理之相關研究 28
第六節 其他層面對營運風險管理之相關研究 30
第三章 研究方法 36
第一節 研究架構 36
第二節 資料來源及處理 37
第三節 實證變數定義 40
第四節 研究假說 45
第五節 研究程序 49
第四章 結果與分析 52
第一節 研究資料選取與變數說明 52
第二節 敍述統計分析 55
第三節 實證結果說明 57
第四節 綜合分析與管理意涵 61
第五章 結論與建議 76
第一節 結論 76
第二節 建議 81
參考文獻 82
一、中文部分 82
二、英文部分 83
三、網頁 88

一、中文部分
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3.陳俊雄（2017）。傳統商業銀行如何將顧客抱怨化為轉機？。逢甲大學經營管理碩士在職專班碩士論文，台中市。
4.張家彬（2008）。關係品質對顧客滿意度之影響─以銀行業財富管理業務為例。國立中山大學企業管理學系研究所碩士論文，高雄市。
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二、英文部分
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19.Suomi, K., & Järvinen, R. (2018). European Consumer Complaint Behaviour In The Financial Sector. Journal of Research for Consumers, (33), 38-82. financial/docview/2095711233/se-2?accountid=13952
20.Sangeetha, J. (2017). Development of Scale for Service Quality, Satisfaction and Behavioral intentions: Middle Eastern Context. Advances in Management and Applied Economics, 7(2), 59-82.
21.Suvittawat, A. (2016). Service quality in a bank：bangkok bank public company limited （chonburi） case study. Aktual'Ni Problemy Ekonomiky = Actual Problems in Economics, (179), 336-342.
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26.Varela-Neira, C., Vázquez-Casielles, R., & Iglesias, V. (2010). Explaining customer satisfaction with complaint handling. The International Journal of Bank Marketing, 28(2), 88-112.
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三、網頁
核准設立、更名之金融控股公司時序表，資料來源：金管會銀行局金融機構說明(2020)。https://www.fsc.gov.tw/webdowndoc?file=/stat/abs/3organization.pdf
財團法人金融評議中心申訴及評議件數統計資料(2012～2020)，資料來源： https://www.foi.org.tw/Article.aspx?Lang=1&Arti=57&Role=1
國發會景氣對策信號查詢系統(2020)，資料來源：https://index.ndc.gov.tw//n/zh_tw
經濟部統計處(2020)，資料來源：https://dmz26.moea.gov.tw/GMWeb/common/CommonQuery.aspx及https://www.stat.gov.tw/ct.asp?xItem=35375&CtNode=487&mp=4
中華民國統計資訊網(2020)，資料來源：http://statdb.dgbas.gov.tw/pxweb2007/Dialog/varval.asp?ma=NA8101A1A&ti=%B0%EA%A5%C1%A9%D2%B1o%B2%CE%ADp%B1`%A5%CE%B8%EA%AE%C6-%A6~&path=../PXfile/NationalIncome/&lang=9&strList=L
景氣對策信號分數組成說明圖(2021)，資料來源：國家發展委員會。景氣對策信號簡介。https://www.ndc.gov.tw/News_Content.aspx?n=4BAAFB5D274162D4&sms=A93837405548FF94&s=FBE6EFF9E8181156
2012至2020財訊金融奬項項目表(2020)，資料來源：財訊。2020財訊金融獎 。https://www.wealth.com.tw/wealth11/
景氣對策信號分數意涵說明圖(2020)，資料來源：CMoney。http://www.cmoney.tw/learn/course/economic/topic/1213
金融評議中心爭議類型分析表(2012～2020)，資料來源：金融評議中心數位儀表板。https://app.powerbi.com/view?r=eyJrIjoiOGJkZDg2ODAtOWY1ZC00MWRmLWE1MmUtMzZkNTI5ODc2NWZiIiwidCI6IjljM2UyYTZmLWFmZDMtNDUwZS1hMTI2LTU2YzVkMDY4N2NmNyIsImMiOjEwfQ%3D%3D
經理人月刊，致勝服務5堂課，5大特質成就個人服務力(2013)，資料來源： https://www.managertoday.com.tw/articles/view/31900
維基百科台灣銀行列表(2020)，資料來源：https://zh.wikipedia.org/zh-tw/%E8%87%BA%E7%81%A3%E9%8A%80%E8%A1%8C%E5%88%97%E8%A1%A8
金管會公佈月平均存款餘額參考(2020)，資料來源：https://survey.banking.gov.tw/statis/stmain.jsp?sys=100&funid=r100
金管會公佈月平均ATM台數參考(2020)，資料來源：https://survey.banking.gov.tw/statis/stmain.jsp?sys=100&funid=r100
金管會銀行局金融機構損益簡表參考(2020)，資料來源：https://survey.banking.gov.tw/statis/stmain.jsp?sys=100&funid=defqry