The Study of Effect in Service Encounters, Customer Value and Customer Behavior Intentions-- an example of Financial Services Industry
| Autor: | Li-Yiing Wang, 王儷穎 |
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| Rok vydání: | 2005 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 94 In order to survive in such a competitive market, one banks are trying to occupy the market, sustain their customer and finally making profit. Among those services, difference service is the key to improve customers satisfaction and loyalty. Hence, in this paper, we will focus our research on service encounters between financial assistants and customers. We will try to figure out the services that really meet customers need. Beside that, we will also study the duty of bank executive, facilities and the process of customers services. By setting customers value as an intervening variable, we try to figure out the cross-relationship between such variables and customers'' will. By doing so, we shall be able to study the effect of customer value and service encounters. This study will tell us, to certain extend, the impact on customers satisfaction and loyalty. In this research paper, we will study journal extensively and conduct several survey with questionnaires. In this research paper, service encounters and customer value are our major concerns. Our question is, how far would the above mentioned services impact on customers'' orientation? According to Kotler (2000), there are 3 major interfaces on customers services. Holbrook (1994) once suggested several issues on customer value base on his experience. In this research paper, we will use Kotler and Holbrook ideas as guidelines to study and analyze financial institutions nationally, especially the banking sector. The data process is conducted with structural equation modeling with LISREL to proceed with structural model and causality fit measures. The results of this research shows that with customer value as the intervening variables, service encounters as exogenous latent variables, affects the endogenous latent variables indirectly. The findings are as below: 1. Bank excecutives encounters, Facilities encounters, process encounters have a positive effects on the efficiency, respect, delightedness and spiritual value. 2. the efficiency, respect, delightedness and spiritual value have a positive effects on customer satisfaction and loyalty. 3. Customers satisfaction has a positive effects on customer loyalty. 4. Customers of different ages affects its demand for staff encounters, process encounters, efficiency value, delightedness value, morality value and spiritual value. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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