| Summary: | 碩士 === 國立臺灣海洋大學 === 航運管理學系 === 103 === This study aims to use fuzzy quality function deployment (QFD) method to develop the operation performance indicators of bank branches, and to explore the concrete and practical plans to enhance the operation performance, as well as to set the implementation priority of the plans so as to ensure the enhancement of the operation performance.
Firstly, 18 key operation performance indicators of bank branches are constructed by reviewing literature. Then, by using fuzzy QED method, 7 concrete and practical alternatives for improving the operation performance are obtained. Finally, the priority of the implementation to these feasible alternatives is solved.
The study results show that the implementation priority for enhancing the operation performance of bank branches are as follows: (1) the ambition of the bank branch manager; (2) to improve the financial professionalism of the staffs; (3) to enhance the fit of staffs and organization; (4) to strengthen the marketing ability of the staffs; (5) to strengthen the customer relationship management; (6) to strengthen the sensitivity of financial market of the staffs, and (7) to enhance the ability of the financial risk management.
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