本研究應用Parasuraman et al.(1988)提出服務品質缺口模式,對國內H銀行實際導入催收系統的成效進行調查,以全省173家分行催收人員(含經辦及主管)為調查對象,由於H銀行在民營化後,基於提升催收效率目標下,自行開發及導入催收系統,在催收業務繁重且人力精簡的前提下,H銀行內部資訊人員(MIS)則扮演極重要的角色,故本研究乃針對以催收人員預期與實際感受到MIS人員提供之服務品質的差距(SERVQUAL)為自變數,以催收人員感受的滿意度為依變數,進行迴歸分析。 本研究經統計分析後,獲致以下結論: 一、 利用因素分析修正後的SERVQUAL以22個題目,衡量MIS人員之服務品質構面為「有形性」、「可靠性」、「反應度」、「信賴感」以及「關懷度」等五構面。 二、 發現「有形性」與「可靠性」之服務品質均對使用者在使用催收系統時,在系統層面的滿意度有顯著的影響,亦即系統產出及資訊品質將左右使用者在系統層面的滿意度,而「快速反應」、「信賴感」與「關懷度」的服務品質則對使用者與MIS人員的溝通與互動滿意度有顯著影響,即MIS人員在與使用者溝通互時,其本身態度將影響使用者對該系統的滿意度。 本研究結果顯示系統層面與人際關係層面的滿意度,受到不同的服務品質因素的影響,故結果具有提供一個多元層次衡量導入催收系統的滿意度。 關鍵字:催收系統,服務品質,MIS人員
The present research studied the effect of the debt collection system of H Bank in Taiwan using the debt collection system in the branch offices all over Taiwan as the research subjects. Since the introduction of the debt collection system by H Bank, with the premise of heavy debt collection load and the reduced number of staff members, MIS staffs play an extremely important role. Therefore, the present research used the service quality (SERVQUAL) provided by MIS staffs as the independent variable, and the satisfaction level of debt colleting staffs as the dependent variable, which were then analyzed with regression analysis. The research outcomes have revealed that the SERVQUAL of tangibles and reliability both had significant influence on the system satisfaction, whilst the SERVQUAL of fast responding, sense of trust, and the level of solicitude had significant influence on the satisfaction regarding communication with MIS staffs. The present research outcomes show that the satisfaction for the system and the interpersonal relationship are influenced by different SERVQUAL factors, thus the outcomes provide a satisfaction level that measures multi-factor in the introduced debt collection system. Keywords: debt collection system, SERVQUAL, MIS staffs