應用模糊層級分析法探討銀行業服務失誤重要程度

Applying Fuzzy AHP in the Analysis of the Bank Service Failures Evaluate Model

裴文(Wen Pei)；譚百玲(Bai-Lin tan)；曾秀鈴(Hsiu-Ling Tseng)

服務失誤 ； 模糊層級分析法 ； 銀行業 ； Service Failures ； Fuzzy Analytic Hierarchy Process FAHP ； Bank

企業管理學報

82期（2009 / 09 / 01）

1 - 24

繁體中文

本研究針對銀行業服務失誤進行整合性評估，以做為日後處理服務失誤之參考依據。採用Lewis and Spyrakopoulos所提出之服務失誤構面為問卷題項基礎，並透過相關文獻、專家訪談進行修訂與更正，進而建構出「銀行業服務失誤嚴重性」之層級架構。在分析方式上，由於現實環境屬於一個模糊環境，故借模糊層級分析法(Fuzzy Analytic Hierarchy Process, FAHP)，以彌補層級分析無法解決模糊問題的缺失。 研究結果發現，最重視之服務失誤之前五項分別為：官僚體制且速度慢、安全機制設計不良、銀行政策或法規不明確、未顧慮顧客特殊需求、員工資訊或知識不足。因此銀行業者欲進行補救措施時，便可由本研究結果之重要性排序做為參考依據，以得事半功倍之效。

This research establishes appropriate indicators, which can build up an integrated assessment of banking service failures, and then become the references of dealing with the error situations in the future. We use the service failures constructs, proposed by Lewis and Spyrakopoulos, as the basis, then through relative literature and interviews with experts, thus we can build up a banking service failure structure. Because the actual environment is ambiguous, so applying the fuzzy analytic hierarchy process (FAHP) would cover the missing part of the analytic hierarchy process. The results show that the top five list of the banking service failures are: slow and bureaucratic system, poor design of security mechanism, indefinite bank policy or regulation, not considerate about the special needs of customers, and insufficiency of information or knowledge of staff. These findings may be important references for the banking industry in remedial measures in the future.

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