E. Sun Bank (玉?s商銀) ranked No. 1 in a survey of the top five best banks in Taiwan in terms of customer service quality, according to a study by Business Weekly (商業週刊) magazine scheduled to be released Thursday.
Chinatrust Commercial Bank (??國信託商銀) came in second, followed by Tainan Business Bank (台南???p企銀), International Bank of Taipei (台北國際商銀) and Shanghai Commercial & Savings Bank (海商銀).
According to the report, Tainan Business Bank was ranked for the first time among the top three best banks. The strong finish demonstrates the gradual improvement in the service quality of medium-sized business banks (???p企銀), a Tainan Business Bank executive said.
The public, he said, often has the impression that such banks are slack and old-fashioned. However, to improve services, many medium-sized business banks have been working hard to emphasize product development and change the attitude of bank employees.
Medium business banks have long been treated as "local," the executive noted. Positioned as "local people's banks," the attitude of employees is therefore more important in winning customer loyalty than the development of new products, according to the report.
According to the survey, the top three banks in terms of service quality last year was Chinatrust Commercial Bank (??國信託商銀), followed by E. Sun Bank (玉?s商銀) and Shanghai Commercial & Savings Bank (?W海商銀). All the three banks again ranked among the top best banks for service quality this year.
Huang Shie-Chin (黃錫欽), a senior executive of E. Sun Bank, said that stable and conservative operations in running a commercial bank have been the most important strategies in attracting customers.
The only way to succeed in running a bank is to think about your customers at all times, said Jeffery L. S. Koo (辜
According to Koo, a customer service-oriented operation has been Chinatrust's goal, in which a customer is just like a patient in the hospital. Instead of letting the patient run back and forth, the bank organizes a team to serve its customers.
This year's survey was due to be released next week, but part of it was obtained and published yesterday by a local newspaper.
"The survey is scheduled to be published next Thursday," an editor for Business Weekly said. "But the Economic Daily News somehow got part of the survey's results and printed them without our prior consent."
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