| Author | Cheng, Wan-ling |
| Call Number | AIT RSPR no. SM-96-26 |
| Subject(s) | Banks and banking--Taiwan
|
| Note | A research report submitted in partial fulfillment of the requirements for the degree of Master
of Business Administration, School of Management
|
| Publisher | Asian Institute of Technology |
| Abstract | Total Service Quality Management is a management philosophy which links product
and service quality to total customer satisfaction. The opening of new private commercial banks
in Taiwan not only brought competition to existing old banks, but also triggered keen
competition for human resources among all banks. Facing a lot of impacts from new challenges,
banking business would to maintain the competition not by readjusting the price but educating
the contact personnel. This research analysis framework is derived from the Gaps Model
(Parasuraman, Zeithaml, and Berry 1985); based on the case analysis, the author points out the
solutions for the five gaps in LBOT as well as recommendations for LBOT. The findings have
implications for business practice in managing employees, empowerment and training, and
managing customers. |
| Year | 1996 |
| Type | Research Study Project Report (RSPR) |
| School | School of Management (SOM) |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration (MBA) (Publication code=SM) |
| Chairperson(s) | Johri, Lalit M. |
| Examination Committee(s) | Gupta, Jyoti P. ;Hertzberg, Ellen |
| Scholarship Donor(s) | Government of Republic of China |
| Degree | Research Studies Project Report (M.B.A.) - Asian Institute of Technology, 1996 |