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Performance Evaluation for the Banking Industry in Taiwan Based on Total Quality Management

Global Journal of Business Research, Vol. 3, No. 1 pp. 49-60, 2009

12 Pages Posted: 27 Feb 2010  

Jui-Kuei Chen

Tamkang University

I. Shuo Chen

National Chiao-Tung University

Date Written: 2009

Abstract

This study explores critical factors for quality improvement in the Taiwanese banking industry. The study examines eight measurement dimensions. In addition, a hierarchical framework for the Taiwanese banking industry is constructed based on the eight dimensions and various sub-factors. Fuzzy Analytic Network Process (FANP) is utilized to analyze the opinions collected from a sample of experts in Taiwanese banks. The results of this study are that the top five crucial quality factors for the banking industry in Taiwan are Operation and Improvement of Strategy, Customer Relationship Management, Evaluation of Innovation Results, Cross-Organization Management, and Social Responsibility. The article closes with a discussion of key research findings and practical implications for the Taiwanese banking industry.

JEL Classification: C51; C52; M10; G21

Suggested Citation

Chen, Jui-Kuei and Chen, I. Shuo, Performance Evaluation for the Banking Industry in Taiwan Based on Total Quality Management (2009). Global Journal of Business Research, Vol. 3, No. 1 pp. 49-60, 2009. Available at SSRN: https://ssrn.com/abstract=1555183

Jui-Kuei Chen (Contact Author)

Tamkang University ( email )

No.151, Yingzhuan Rd
Taiwan, Taipei Hsien 25137
China

I. Shuo Chen

National Chiao-Tung University ( email )

1001 University Road
East District
Hsinchu, 300
Taiwan

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