Study on Service Quality in the Credit Department Of Chihshang Farmers’Association

• Main Authors: WU PIN-JENG, 吳品正
• Other Authors: Ke-Chung.Peng
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/99752108100716183073

碩士 === 國立屏東科技大學 === 熱帶農業暨國際合作研究所 === 94 === Due to the popularity of the credit department of farmer’s association in rural areas, it has played an important role in the development of Taiwan’s agricultural finance. As customer service has became more competitive and a main goal of most enterprises, service quality must be concerned. This study was based on the service quality of Chihshang Township farmer’s association, using service quality dimension in PZB model with the service quality of the credit department of farmer’s association service quality related literatures. Using Kano two-dimensional model, we find that the recognition of service qualities of the credit department of farmer’s association is as follows: “attractive quality” 8%, “One-dimensionalquality”13%, “Must-be quality”33%, “No interest-indifferent quality element”46%. Further more, “Tangibles”can be distributed as “No interest-indifferent quality”; “Reliability” and “Cordiality” as “One-dimensional quality”; “Assurance” as “Must-be quality”; “Pathos” as “Attractive quality”. So we suggest that the credit department of farmer’s association should deal with the “One-dimensional quality” dimension aggressively, such as “Reliability” and “Cordiality”. So farmer’s association should held an On-The-Job Training for there employee among “professional ability” and “human relations”. As for hardware equipments, there is no need of renewal.