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    政大機構典藏 > 商學院 > 企業管理學系 > 學位論文 >  Item 140.119/89035
    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/89035


    Title: 新舊銀行服務品質之比較研究
    Comparison of Banking Service Quality
    Authors: 權寧喆
    Kwon, Yung-Chul
    Contributors: 洪順慶
    Horng,
    權寧喆
    Kwon,Yung-Chul
    Keywords: 銀行,行銷,服務品質
    Bank,Marketing,Service Quality
    Date: 1992
    Issue Date: 2016-05-02 13:23:47 (UTC+8)
    Abstract:   本研究的研究動機在探討新舊銀行客戶對銀行服務品質的認知,並評
    Reference: 一、中文部份
    1.乙銀行( 民82 ) ,乙銀行八十一年度營業報告。
    2. 王弓、陳錦村(民81 ) ,「商業銀行形象定位與經營績效之互動研究」服務產業經營管理與發展策略研討會。
    3.王紹慶(民80) ,「 廿四年來的老朋友與您再創未來---從台北市銀行邁向台北銀行」,台北市銀月刊,第二十三卷第十二期,頁4。
    4.中華徵信所(民81) ,「台灣地區產業年報---金融業」
    5.中華徵信所(民81) ,「新銀行風雲」
    6.田竹英(民82 ) ,「彰化銀行老鯨魚何懼新蝦米」,商業週刊,第279期,頁68。
    7.甲銀行( 民81 ) ,甲銀行八十一年度營業報告。
    8.杉本辰夫著,盧淵源譯( 民75 ) ,「事務、營業、服務的品質管制」中
    興企管顧問公司,頁312 。
    9.李懿璇(民82 ) ,「 台企演出「王子復仇記」」,商業週刊,第279期,頁52 。
    10.林山豐(民78 ) ,「 服務業服務品質之研究--以台北市之本國銀行業、外來速食業及百貨業業為例」,` 淡大管科碩士論文。
    11.邱靖博、蔡豐清( 民79 ) ,「 金融自由化與銀行經營之探討」,財團法人金融人員研究訓練中心
    12.翁崇雄(民80 ) ,「提昇服務品質策略之研究」,台大管理論叢,第二卷第一期,頁54 。
    13.商業週刊編輯室(民82 ) ,「哪一家銀行服務品質最好」,商業週刊,第279期,頁22-32 。
    14.陳晏如(民77 ) ,「銀行業服務品質的探討」,政治大學企業管理研究所碩士論文。
    15.陳錦村(民71 ) ,「 本行客戶意見調查報告」,台北市銀月刊,第十三卷第一期,頁1-26 。
    16.曾紀幸(民81) ,「 我國銀行產業網路形成因素、網路位置及對策略選擇關係之研究」,政治大學企業管理研究所碩士論文。
    17.張麗娟(民82)`「 銀行業的行銷環境與策略」,台灣銀行季刊,頁13 。
    18.楊錦洲 (民82) ,「服務品質的探討」,品質管制月刊,第二十九卷第一期,頁20 。
    19.楊錦洲(民82 ) ,「顧客用來評估服務品質的特性」,品質管制月刊,第二十九卷第三期,頁16 。
    20.經濟日報社(民8 1) ,「中華民國八十一年版金融證券年鑑」
    21.劉常勇(民81 ) ,「服務品質的觀念模式」,台北市銀月刊,第22卷第9期,頁2-16 。
    22.蔡信夫、江素雲(民82 ) ,「我國銀行市場區隔及定位之研究」,企銀季刊, 第十六卷第四期,頁1-17 。
    23.羅容恆(民80) ,「銀行在新環境中的新契機- -先進國家金融自由化之經驗」,基層金融,頁98。
    二、英文部份
    1.A .C. Rosander (1985 ) , "Application of Quality Control in the Service
    Industries", (New York : Marcel Dekker, Inc .
    2.A. Parasuraman, Valarie e A. Zeithaml & Leonard L. Berry (1985),
    "A Conceptual Model of Service Quality and Its Implications for
    Future Research", Journal of Marketing, vol. 49 . Fall, pp .41-50.
    3 .A. Parasuraman, Valarie A. Zeithaml & Leonard L. Berry, (1988)
    " SERVOUAL : A Multiple-Item Scale for Measuring Consumer Perceptions
    of Service Quality", Journal of Retailing, Vol.64, No.1 , Spring , pp . 12-40 .
    4.A. Parasuraman, Va1arie A. Zeithaml & Leonard L. Berry (1988),
    "Communication and Control Processes . in the Delivery of service
    Quality", Journal of Marketing, vo1.52, April, pp. 35-48.
    5.A. Parasuraman, Va1arie A. Zeitham1 & Leonard L. Berry (1988),
    "SERVQUAL: A Multiple - Item Scale for Measuring Consumer Perceptions
    of Service Quality", Journal of Retaiding, vo1.64 (Spring), pp.13-40.
    6.A.Parasuraman, Va1arie A. Zeithaml & Leonard L. Berry (1990),
    Delivering Quality Service Balancing Customer Perceptions and
    Expectations, The Free Press A Di vi s i on of Macmillan, Inc., New York .
    7.Brantley, R. Lamar(1989), "Quality Assessment Calls for Scrutiny
    of Service Products " , Savings Institutions, Vol.110, No .3, pp . 80 -81
    8.Charles A. Aubrey II, & Debra A. Zimbler (1983), "The Banking
    Industry :Quality Costs and Improvement " , Quality Process, Dec ember, pp . 16-20.
    9. Deborach L. Colletti (1987), "Retail Banking Success :, Question
    of Quality ." , Bank Administration , April, pp .42- 48 .
    10.Harris , Kim S.(1990), "A Wider Definition of who`s a Customer:
    Service Quality Programs at Provident Bank of Maryland", Bank
    Marketing, Vol. 22, No.3, March, PP . 18 -19 .
    11.Headley, Dean E. & Choi , Bob (1992), "Achieving Service Quality
    Through Gap Analysis and a Basic Statistical Approach ", Journal
    of Services Marketing, Vol.6, No.1. pp. 5-14 .
    12.Howard Deutsch & Nell J. Metviner (1987), "Quality in Banking:
    The Competitive Edge", Bank Adminstration, April, pp. 50-54.
    13.James C. Hagan (1991), "Contracting out Quality Control", Mortgage
    Banking, Vol.51. No.6, pp.69-71.
    14.James P. Brewton (1989), "How to Make Service Excellence Happen
    " Bank Marketing, Vol.21, No.3, pp.32-35.
    15.Laura A. Liswood (1989), "Five Barriers to Quality Service De-livery",
    Bank Marketing, Vo1.21, No.9, pp. 38-39.
    16. Mic Hansen ( 1991) , Elisabeth Steadman, "The Customer Sastisfa-ction
    Strategy" ,Mortgage Banking, Vol. 52, No.2, pp.8-12.
    17.R.Eric Reidenbach, Ann P. Minton (1990) ,"Customer Service Segments
    : Strategic Implications for the Commercial Banking Industry", Journal of Professional Services Marketing, Vol. 6, No . 2, pp.129-142 .
    18 . Smith , Anne M. (1989), "Service Quality: Relationships Between
    Banks and Their Small Business Clients ", International Journal of
    Bank Marketing , Vol . ? , No .5, pp . 28-35.
    19 . Ted Dreier ( 1986 ) , " Ensuring Quality in Banking ", The bankers
    Magazine, Mar -April , pp.82-84.
    Description: 碩士
    國立政治大學
    企業管理學系
    G798557
    Source URI: http://thesis.lib.nccu.edu.tw/record/#B2002004053
    Data Type: thesis
    Appears in Collections:[企業管理學系] 學位論文

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