民眾對公營銀行行員服務品質與廉潔 度認知之調查研究─以臺灣銀行為例

The Analysis of Public Awareness about Service Quality and Integrity of Tellers in Government-Owned Banks: A Case Study of the Bank of Taiwan

孫錦雲(Ching-Yun Sun)

指導教授 ： 黃琛瑜

淡江大學/商管學院/公共行政學系公共政策碩士在職專班/碩士(2014年)

https://doi.org/10.6846/TKU.2014.00719

摘要

本研究為瞭解民眾對於臺灣銀行行員各項服務品質滿意度及廉潔情形反映情形，促進建立廉潔與效能供民眾辦理金融業務優質環境。本研究以問卷調查方式係為瞭解不同接觸經驗民眾對臺灣銀行行員的服務品質以及廉潔度認知實施問卷調查，對臺灣銀行157家分行洽辦業務客戶抽號碼隨機抽樣的方法請其填寫問卷評價。研究內容為民眾對於臺灣銀行行員服務品質滿意度、行員廉潔度及廉政倫理規範遵行評價。
依據Parasuraman et al, Zeithaml, and Berry(1988)三位學者提出的 SERVQUAL量表係針對民眾對臺灣銀行行員服務品質「有形性」、「可靠性」、「反應性」、「保證性」、「關懷性」等5個構面調查，在服務的實體設備、服務的穩定可靠性、提供服務的意願與敏捷度等有八、九成以上肯定及期許，惟行員所具備的知識禮儀、尊重與友善的程度、顧客易於接受且易於獲得服務等僅六、七成滿意，顯示出在服務品質「保證性」、「關懷性」方面平均數較低，有努力的空間，需再加強員工訓練，提升服務品質及競爭力；在廉潔方面參酌世新大學行政管理系陳俊明副教授受託作法務部台灣地區廉政指標民意調查，針對民眾對臺灣銀行行員廉潔度認知以「飲宴應酬」、「受贈財物」、「請託關說」、「藉故刁難」、「紅包行為」、「貪瀆索賄」、「廉潔度感受滿意度」等7個構面調查，民眾對臺灣銀行行員廉潔度認知方面各項均有九成以上感到滿意，但對被臺銀相關承辦人藉故刁難、行員遵守公務員廉政倫理規範及持續提升清廉施政的努力認知情形稍低，顯示仍須加強努力提升及宣導以符合民眾要求。
本研究有關服務品質與廉潔滿意度使用皮爾遜積差相關分析結果為中、高度正相關，行員服務品質與廉潔度的評價認知之間有顯著相關，民眾對行員服務品質認知滿意度高相對降低廉潔各項負面評價。

關鍵字

服務品質 ； 效能 ； 廉潔 ； 廉政倫理規範

並列摘要

In order to understand the people of Taiwan bank teller for the service quality satisfaction and honest circumstances reflect the situation, promote the establishment of integrity and performance of high-quality financial services for the people handling the environment. In this study, questionnaire system to understand the different contact experience people on the service quality of Taiwan bank teller and the integrity of the cognitive implementation survey of the Bank of Taiwan 157 branches contact the Office business customers pumping number of random sampling method please their fill in a questionnaire evaluation. Research for the people of Taiwan bank teller for service quality satisfaction degree of integrity and honest employees' ethics compliance evaluation.
In this study, based on Parasuraman , Zeithaml, and Berry (1988) servqual scale system for the people of three scholars in Taiwan bank teller service quality"tangibles", reliability","responsiveness","assurance" "empathy" and other five dimensions survey. The stability and reliability of physical devices,services provided will and agility, which are eight, ninety percent sure and expectations sureandexpectations expectations,but the line who possess knowledge of etiquette , respect and friend-liness extent , customers readily accepted and easy to get services,only 60 to 70 percent satisfactory, showing that the quality of service " assurance " average " care of " the lower areas there are efforts to space ,the need to further strengthen staff training,improve service quality and competitiveness; honesty and respect in deliberate admini-stration of Shih Hsin University , Associate Professor Department of trustees for the Ministry of Justice Chen Junming Taiwan against indicators polls for people on Taiwan integrity of the cognitive bank teller to ""banquets entertainment"," donated property ", " Guan saidthe trust ", " dealing with red tape ", " red behavior ", " corruption bribes "," honesty degrees feel satisfaction " surveys and other sevendimensions,people on Taiwan bank teller the integrity of the cognitiveaspects are ninety percent satisfied , but is Taiwan silver-related contractors dealing with red tape , teller complied with the Civil Code of Ethics and the ICAC continued efforts to improve the situation slightly lower cognitive honest governance,efforts needed to enhance the display and promotion in order to meet the requirements of the people .
The research on service quality and satisfaction with the use of clean and Pearson correlation analysis results , a high positive correl-ation. A significant correlation between the assessment of cognitive-line service quality and integrity of the staff, the public perception ofthe employees' satisfaction and high quality of service is relatively clean and reduce the negative comments.

並列關鍵字

Quality of Service ； Efficacy ； Integrity ； Ethics Directions

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