A Case Study of Employee Service Quality Satisfaction of Jin Sun Commerical Bank

• Main Authors: Hsien-Yu Hsu, 許顯祐
• Other Authors: 黃志文
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/76814681089433453945

碩士 === 淡江大學 === 國際商學碩士在職專班 === 99 === Upon the fierce competiton of Taiwan financial market the traditional method to adjust the deposit and loan interest rate is insufficient.Upgrading the non-price competition,especially the service quality is the best way to maintain the research is to investigate the feeling,and expectation to Jin Sun Commercial Bank from all bank employees. By using convenience sample method a total of 200 questionnaires are collected from the employees of Jih Sun Commercial Bank in Taipei Headquarter and branches.The finding of this research are as follows: 1.Based on Parasuramn’s five factor of decisive service quality, the internal mployees are emphasized on the “Reactive” and” Reliavility” dimensions. 2.The employees are satisfied on “Reliability”and “Certainty” dimensions. 3.All Jin Sun Commercial Bank’s employees have significant difference on various ervice attributes and satisfactions. 4. In this study, from managers and non-managers employees among its satisfaction on service quality gap analysis found that only one is significant difference, Jih Sun Bank only to strengthen improvement that significant differences.