- 學位論文
銀行財富管理部門知識管理、服務品質、客戶滿意度之研究
Study of Knowledge Management,Service Quality and Customer Satisfaction in Wealth Management of Banking Industry
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摘要
隨著知識經濟時代的來臨，知識已成為產業與個人之最有價值的資源與資產，在知識經濟時代，組織產力已仰賴人們對於知識之發展與應用。知識為建構組織競爭優勢之基礎，除需取得知識資源外，更需要組織成員的分享。知識管理必須重視人員的教育訓練、組織文化、企業策略等重重大影響因素。故銀行為了提升組織競爭力，必須專注於建立組織之知識核心。 本研究採用問卷調查方式，並以銀行財富管理部門顧客為研究對象，共發出問卷300份，回收262份，本研究採用的方法為單因子變異數分析、ｔ檢定及相關分析等方法，獲得以下結果： 一、不同背景變項的受訪者對知識管理、服務品質、客戶滿意度部份層面有顯著的差異。 二、知識管理、服務品質各層面大部份為顯著中度正相關，知識管理、客戶滿意度各層面大部份為顯著中度正相關。這代表知識管理、服務品質提升，對於客戶滿意度有提高之效果。
並列摘要
With the coming of the era of knowledge economy, knowledge has become the industry''s most valuable and personal resources and assets. In the knowledge economy era, the organization relies on people for productivity has been the development and application of knowledge. Knowledge is the basis for building organizational competitive advantage, unless required to obtain knowledge resources, organizational members need to share. Knowledge management must pay attention to personnel training, organizational culture, business strategy and other heavy material factors. Therefore, banks in order to enhance the competitiveness of the organization, the organization must focus on building the core knowledge. This research is done by adopting questionnaire surveys, targeting on the Banking Wealth Management Department Customers, with 300 copies distributed and 262 effectively collected. This research has adopted one-way analysis of variance, the paired t-test, and other related analysis methods, and the results are as follows: 1.There is a great discrepancy on the satisfactory level of knowledge management, service quality and customer Satisfaction level from the interviewees with different backgrounds. 2.The level of knowledge management, service quality and customer satisfaction have positive correlation at the medium level, which indicates that satisfaction level of the service and the rise of life satisfaction enhance the efficiency of the service team.
參考文獻
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