應用模糊層級分析法探討銀行業服務失誤重要程度

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Title:	應用模糊層級分析法探討銀行業服務失誤重要程度
Authors:	譚百玲 Tan, Bai-Lin
Contributors:	企業管理學系 Business Administration
Keywords:	服務失誤;模糊層級分析法;銀行業 Service Failures;Fuzzy Analytic Hierarchy Process(FAHP);Bank
Date:	2009
Issue Date:	2014-06-27 10:35:33 (UTC+8)
Abstract:	本研究針對銀行業服務失誤進行整合性評估，以做為日後處理服務失誤之參考依據。採用Lewis and Spyrakopoulos所提出之服務失誤構面為問卷題項基礎，並透過相關文獻、專家訪談進行修訂與更正，進而建構出「銀行業服務失誤嚴重性」之層級架構。在分析方式上，由於現實環境屬於一個模糊環境，故借模糊層級分析法(Fuzzy Analytic Hierarchy Process, FAHP)，以彌補層級分析無法解決模糊問題的缺失。研究結果發現，最重視之服務失誤之前五項分別為：官僚體制且速度慢、安全機制設計不良 This research establishes appropriate indicators, which can build up an integrated assessment of banking service failures, and then become the references of dealing with the error situations in the future. We use the service failures constructs, proposed
Appears in Collections:	[Department of Business Administration] Journal Articles

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