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Performance Evaluation For The Banking Industry In Taiwan Based On Total Quality Management

Author

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  • Jui-Kuei Chen
  • I-Shuo Chen

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.

Suggested Citation

  • Jui-Kuei Chen & I-Shuo Chen, 2009. "Performance Evaluation For The Banking Industry In Taiwan Based On Total Quality Management," Global Journal of Business Research, The Institute for Business and Finance Research, vol. 3(1), pages 49-60.
    • Handle: RePEc:ibf:gjbres:v:3:y:2009:i:1:p:49-60
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    Cited by:

    1. Abbas Bonyani & Moslem Alimohammadlou, 2021. "A novel approach to solve the problems with network structure," Operational Research, Springer, vol. 21(2), pages 1279-1297, June.

    More about this item

    JEL classification:

    • C51 - Mathematical and Quantitative Methods - - Econometric Modeling - - - Model Construction and Estimation
    • C52 - Mathematical and Quantitative Methods - - Econometric Modeling - - - Model Evaluation, Validation, and Selection
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages

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