政府為順應金融自由化與國際化的潮流,開放設立民營銀行及加入WTO,因此金融機構家數增加,同業競爭激烈。銀行業在瞬息萬變、競爭激烈的環境中,該如何提升競爭力與經營績效? 本研究旨在探討銀行業服務創新、顧客關係管理、服務品質與經營績效關聯性之研究—以合作金庫商業銀行為例。本研究採用問卷調查方式,總共發放300份問卷,回收281份,扣除無效卷,共計254份有效問卷。本研究以SPSS 18.0統計分析軟體進行實證作業,透過敘述性統計、因素分析、信效度分析、迴歸分析以及人口統計變項分析來解釋構面的架構並建立評估指標。 本研究結論如下: 1. 服務創新對顧客關係管理呈現正向顯著影響; 2. 服務創新對服務品質呈現正向顯著影響; 3. 顧客關係管理對服務品質呈現正向顯著影響; 4. 服務創新對經營績效呈現正向顯著影響; 5. 顧客關係管理對經營績效呈現正向顯著影響; 6. 服務品質對經營績效呈現正向顯著影響; 7. 服務品質在服務創新影響經營績效的關係性呈現部分中介效果; 8. 服務品質在顧客關係管理影響經營績效的關係性呈現部分中介效果; 9. 顧客關係管理在服務創新影響經營績效的關係性呈現部分中介效果; 10. 顧客關係管理在服務創新影響服務品質的關係性呈現部分中介效果; 11. 人口統計變項在「服務創新」、「顧客關係管理」、「服務品質」與「經營績效」上有顯著差異。
To go with the trend of financial liberalization and internationalization, the government decided to open up non-governmental banks and join the WTO. As a result, more and more financial institutes were established, and formed an environment with greater competition. Under such a changing and competitive environment, how will the banking industry elevate competitive competence and operating performance? This research mainly discussed the relationships among service innovation, customer relationship management, service quality and operating performance in banking industry—taking Taiwan Cooperative Bank as an example. This research adopted questionnaire survey, with 300 portions of questionnaires delivered, recycled 281 portions. (254 valid) The empirical results of this research were gained by SPSS 18.0, to explain the construction of dimensions and build evaluation indices through descriptive statistics, factor analysis, reliability and validity analysis, regression analysis and demographic statistics. The results are shown as follows: 1. Service innovation has significant positive effects on customer relationship management; 2. Service innovation has significant positive effects on service quality; 3. Customer relationship management has significant positive effects on service quality; 4. Service innovation has significant positive effects on operating performance; 5. Customer relationship management has significant positive effects on operating performance; 6. Service quality has significant positive effects on operating performance; 7. Service quality has partial intervening effects on the influence of service innovation toward operating performance; 8. Service quality has partial intervening effects on the influence of customer relationship management toward operating performance; 9. Customer relationship management has partial intervening effects on the influence of service innovation toward operating performance; 10. Customer relationship management has partial intervening effects on the influence of service innovation toward service quality; 11. Demographic variables have significant differences on service innovation, customer relationship management, service quality and operating performance.