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Customer expectations of the Taiwan ...

Chang, Chang-Hsing.

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Customer expectations of the Taiwan banking industry.

Record Type:	Language materials, printed : Monograph/item
Title/Author:	Customer expectations of the Taiwan banking industry./
Author:	Chang, Chang-Hsing.
Description:	124 p.
Notes:	Adviser: Colin Silverthorne.
Contained By:	Dissertation Abstracts International68-11A.
Subject:	Business Administration, Banking. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3289993
ISBN:	9780549333999

Customer expectations of the Taiwan banking industry.
Chang, Chang-Hsing.

Customer expectations of the Taiwan banking industry. - 124 p.

Adviser: Colin Silverthorne.

Thesis (D.B.A.)--Nova Southeastern University, 2007.

This study will examine customer expectations of the banking industry in Taiwan in order to determine how banks in Taiwan can improve their service delivery. To provide background information for this study, the changes in Taiwan's banking industry will be presented. In addition, the concept of service quality and its applicability to this study will be discussed. For the research portion of this study, 100 participants who are customers of three leading banks in Taiwan will be surveyed. Using a modified version of the SERVPERF instrument designed by Wang, Lo and Hui (2003), the researcher will ask participants to rate a series of statements that revolve around their perceptions of the service quality of their respective banks. They will use a seven-point Likert scale to evaluate these statements based on their level of expectations. The results of the survey will be presented in two sections. First, the findings of the participants' perceptions of the service quality of the banking industry as a whole (as represented by the three banks) will be presented. Second, the participants' responses will be grouped according to their respective banks. Based on this categorization, the strengths and the deficiencies of the individual banks can then be identified. Moreover, the top executives of the three banks will be interviewed with regard to their efforts to enhance service quality. These findings will thus provide a starting point for Taiwan's banks to examine their internal practices and improve their service quality.

ISBN: 9780549333999Subjects--Topical Terms:

1018458
Business Administration, Banking.

Customer expectations of the Taiwan banking industry.
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020 $a 9780549333999
035 $a (UMI)AAI3289993
035 $a AAI3289993
040 $a UMI $c UMI
100 1 $a Chang, Chang-Hsing. $3 1286020
245 1 0 $a Customer expectations of the Taiwan banking industry.
300 $a 124 p.
500 $a Adviser: Colin Silverthorne.
500 $a Source: Dissertation Abstracts International, Volume: 68-11, Section: A, page: 4783.
502 $a Thesis (D.B.A.)--Nova Southeastern University, 2007.
520 $a This study will examine customer expectations of the banking industry in Taiwan in order to determine how banks in Taiwan can improve their service delivery. To provide background information for this study, the changes in Taiwan's banking industry will be presented. In addition, the concept of service quality and its applicability to this study will be discussed. For the research portion of this study, 100 participants who are customers of three leading banks in Taiwan will be surveyed. Using a modified version of the SERVPERF instrument designed by Wang, Lo and Hui (2003), the researcher will ask participants to rate a series of statements that revolve around their perceptions of the service quality of their respective banks. They will use a seven-point Likert scale to evaluate these statements based on their level of expectations. The results of the survey will be presented in two sections. First, the findings of the participants' perceptions of the service quality of the banking industry as a whole (as represented by the three banks) will be presented. Second, the participants' responses will be grouped according to their respective banks. Based on this categorization, the strengths and the deficiencies of the individual banks can then be identified. Moreover, the top executives of the three banks will be interviewed with regard to their efforts to enhance service quality. These findings will thus provide a starting point for Taiwan's banks to examine their internal practices and improve their service quality.
590 $a School code: 1191.
650 4 $a Business Administration, Banking. $3 1018458
650 4 $a Business Administration, Marketing. $3 1017573
690 $a 0338
690 $a 0770
710 2 $a Nova Southeastern University. $3 1017571
773 0 $t Dissertation Abstracts International $g 68-11A.
790 $a 1191
790 1 0 $a Silverthorne, Colin, $e advisor
791 $a D.B.A.
792 $a 2007
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3289993