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

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