Incorporating the Quality of Output Measure to Evaluate Bank Operating Efficiency in Taiwan

納入服務品質的台灣地區銀行業技術效率衡量

陳澤義(Tser-Yieth Chen)

《Pan-Pacific Management Review》 6卷2期 (2003/07) Pp. 209-223

摘要

本文利用在產出項目中，納入服務品質項目的資料包絡分析(Data Envelopment Analysis, DEA)模式，來衡量台灣地區各銀行的經營績效。文中置重點在比較有無服務品質產出項目，間的經營績效差異，並進行DEA效率值的成因與後果分析。實證結果顯示，較高水平的銀行服務品質，連同較高的操作效率與私有化程度，會帶來較高的銀行經營績效，進而產生較高的顧客滿意度，與較高的銀行獲利率。

關鍵字

技術效率 ； 資料包絡分析 ； 服務品質 ； 順序尺度

並列摘要

This paper is to assess the operating efficiency of banks in Taiwan by means of data envelopment analysis (DEA) and incorporate the quality factor into output item in it. We place emphasis on presenting a quality-oriented operating efficiency and discuss the causes and effects of the operating efficiency scores. The estimated results show that the presence of the quality of output, operational ability and privatization can provide a positive influence on a bank's operating efficiency with a resultant positive impact on bank profits and customer satisfaction.

並列關鍵字

Operating Efficiency ； Data Envelopment Analysis ； Service Quality ； Ordinary Scale

參考文獻

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