New financial service development for banks in Taiwan based on customer needs and expectations

NCUIR > School of Management at National Central University > Department of Business Administration > journal & Dissertation > Item 987654321/51764

Please use this identifier to cite or link to this item: http://ir.lib.ncu.edu.tw/handle/987654321/51764

Title:	New financial service development for banks in Taiwan based on customer needs and expectations
Authors:	Tsai,WH;Hsu,W;Lin,TW
Contributors:	企業管理學系
Keywords:	ANALYTIC HIERARCHY PROCESS;IMPORTANCE-PERFORMANCE ANALYSIS;HYBRID MODEL;QUALITY;INDUSTRY;CHOICE;MANAGEMENT;FRAMEWORK;STRATEGY;SYSTEMS
Date:	2011
Issue Date:	2012-03-27 19:05:02 (UTC+8)
Publisher:	國立中央大學
Abstract:	The purpose of this study aims to employ an analytic approach to analyze efficient managerial strategies for advancing new service development (NSD) by involving viewpoints of customer needs and expectations within a financial service context. This paper uses a sample of potential banks' credit card applications, customers' preferences and satisfaction ratings, and new credit card service data with the applications of both analytic hierarchy process and VlseKriterijumska Optimizacija I Kompromisno Resenje to analyze customer satisfactions and preferences simultaneously. Then, it applies the importance-performance analysis technique to diagnose managerial strategies for reducing the customer gaps between customer perceptions and expectations. The study emphasizes the importance of analyzing customer preferences and reducing gaps between customer satisfactions of perceptions and expectations to ensure NSD success.
Relation:	SERVICE INDUSTRIES JOURNAL
Appears in Collections:	[Department of Business Administration ] journal & Dissertation

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