專業服務之服務品質探討—以銀行法令遵循單位為例

Abstract

銀行法令遵循單位 (含洗錢防制單位) 近年來成為銀行最為重視的單位之一，各家銀行紛紛投入資源之際，法令遵循人員之責任亦隨之加劇，法令遵循單位之服務品質對銀行之穩健營運具有一定程度之影響力。法令遵循單位工作內容日趨複雜且其角色之重要性日益凸顯，其服務品質無法僅從單一角度論之，而須從各個面向被清楚定義，才能使其發揮最大功能。 過去銀行業並未對法令遵循單位應達到之服務品質做出符合實務需求且可執行之定義，故本研究將以筆者從業多年的實務經驗為基礎，研究專業服務之服務品質評估內容，期能藉此研究，為銀行法令遵循單位等專業服務業，引用PZB 3位學者之SERVQUAL量表，找出衡量專業服務服務品質之屬性與構面，針對銀行法令遵循單位之服務品質，提出具體建議，建構較為完整之服務品質架構，為銀行法令遵循單位之整體成長與法令遵循人才之培育，貢獻一己之力。

Over recent years, the role of compliance departments (including anti-money laundering departments) within banks has become increasingly pivotal. As the banking industry moves towards investing more resources into compliance, the responsibilities of compliance departments are continuously expanding. Consequently, the quality of the compliance department will critically impact a bank’s operational robustness. While the function and scope of the compliance department has grown evermore complex and engaging, it is no longer feasible to view its quality of service through a singular and one-dimensional lens. Instead, a compliance department’s effectiveness needs to be evaluated utilizing defined, multi-faceted performance indicators in order to maximize its potential. In the past, there has been a lack of methodical, clearly-defined, and realistic benchmarks used to measure the service quality that a compliance department should provide. To fill this research gap, this study aims to explore and assess the service quality of compliance professional services. Through in-depth interviews this reseach provide useful suggestions on how to effectively enhance the service quality of professional compliance departments within banks. Implications, limitations and directions for future research are then discussed.