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    CHUR > College of Management > Industrial Management > Seminar Papers >  Item 987654321/27984


    Please use this identifier to cite or link to this item: http://chur.chu.edu.tw/handle/987654321/27984


    Title: 以機率模式發展服務品質衡量機制-以銀行為例
    Authors: 李友錚
    Lee, Yu-Cheng
    Contributors: 工業管理學系
    Industrial Management
    Keywords: 服務品質;Kano 二維品質模式;AHP
    Date: 2005
    Issue Date: 2014-06-26 23:44:57 (UTC+8)
    Abstract: 近幾年來，銀行業的經營，隨著政府推動金融國際化自由化的政策和建設台灣成為亞太金融中心的影響，銀行欲在此一蛻變迅速、競爭激烈的環境中，保持競爭力，單靠傳統的調整存放款利率，改善價格競爭的條件是不夠的，必須更進一步的追求全方位顧客滿意，而銀行當如何滿足顧客之金融服務需求，日前已有許多學者提出了不同的看法，其中當屬狩野紀昭等日本學者最受駐目，其為了改進以往人們對服務品質認知之缺點提出了二維品質模式，意即將滿意及不滿意分開探討；並將品質要素區分為魅力品質要素、一維品質要素、必須品質要素、無差異品質要素與反向品質要
    Appears in Collections:[Industrial Management] Seminar Papers

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