A Study of Service Attitude Satisfaction of Taipei Consumers of First Commercial Bank,Hua Nan Commercial Bank and Chang Hwa Commercial Bank.

• Main Authors: Wen-Yi Yang, 楊文怡
• Other Authors: 黃志文
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/75113821661884684981

碩士 === 淡江大學 === 國際貿易學系國際企業學碩士在職專班 === 97 === The international finance environment is getting tough due to the subprime mortgage crisis happened in 2007. The credit risk issues are appearing in many nations and the financial organizations. However the conservative First Commercial Bank, Hua Nan Commercial Bank and Chang Hwa Commercial Bank (the three former national business banks) obtain the consumers’ favor these days. In order to understand the consumer behavier, this research is aiming at Taipei area consumer to survey the satisfaction degree at the three business banks’ services. This research adopts the convenience sampling. 400 questionnaires were submitted. 325 of them are effective questionnaires. This research investigates consumers’ satisfication at banks’ service attribute and also reviews the gap between consumers’ expectation and satisfication at service. Finally the Importance Performance Analysis (IPA) is adopted to provide the banks with the advice to improve the service quality.