Service Quality of Credit Administration for Natural Persons at Credit Cooperatives -A case of a Credit Cooperative Bank

• Main Authors: WANG,HSIAO-CHING, 王筱菁
• Other Authors: CHEN,TUNG-LIANG
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/8hpkqk

碩士 === 中華大學 === 科技管理學系 === 106 === The purpose of this study is to explore the service quality of credit administration provided by credit cooperatives, collecting data and analyzing through the questionnaire to understand the status of service quality of credit administration for natural person at credit cooperatives. The subjects is the natural person who accept the service of credit administration at credit cooperatives. There are four hundred questionnaires with three hundred and twenty-three valid questionnaires. After the questionnaire was collected, the relationship between the independent variables and the dependent variables was discussed by Descriptive statistics analysis, Reliability analysis, Factor analysis, Independent sample t-test, and one-way ANOVA analysis and using Importance-Performance And Gap Analysis, IPGA, to explore the service quality to be improved. A review of the important research findings: 1.Assurance, included in the Credit Administration service offered by Credit Cooperatives is what the customers consider the most important and satisfied. 2.Among the Credit Administration service offered by Credit Cooperatives, Assurance needs improving the most, while Reliability is the least things in need of adjusting. 3.Natural persons with different background have different satisfaction with credit administration service provided by credit cooperatives. In order to provide examples for Financial institution manager to increase the service quality of credit administration, this research tends to find out the elements of the service quality basing on the analysis above.