The Study of Waiting Quality and Customer Satisfaction-The Case Study in HUA-NAN Commercial Bank

• Main Authors: Chang-Chin Lung, 張金龍
• Other Authors: 作者未提供
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/g7haxw

碩士 === 銘傳大學 === 管理研究所碩士在職專班 === 94 === During recent years, the period of customer''s waiting time in the business hall has become one of the important indicators of weighing customer satisfaction. Hence, this research adopts the PZB service quality model and reference Zhan-Ding Yu’s waiting quality scale, then amend it to a questionnaire designed for bank service. Hopefully the result of this research can be beneficial to bank managers creating countermeasures to improve waiting quality and customer satisfaction. A questionnaire-survey is designed to target customers of HUA-NAN Commercial Bank in Taipei (includes the Keelung city), and the random samples were taken from the service counters in March 2006. This research delivered 350 questionnaires and out of which 250 shares were retrieved. There were 243 valid samples. Furthermore, use spss 10.0 to perform data analsis. The results of this research are as follow: there are significant differences in waiting quality between customers'' gender, age, education, monthly income, account history and waiting time. The “Reliability” of the waiting quality framework arrives at a significant standard with special focuses on customer satisfaction on “the queuing experience in banks” and “the overall evaluation towards bank''s waiting quality”. The “Smooth” and “Communication” shows a significant standard with special focuses on “the overall evaluation towards bank’s waiting quality”. The “Convenience” doesn’t show the significant standard. The results of this research will provide the bank managers a reference for improving the waiting quality and offer the follow-up researches suggestions.