The Relationship Research of Service Quality, Satisfactory and Loyalty for Enterprise Customers
| Autor: | Ching-chuan Chang, 張清泉 |
|---|---|
| Rok vydání: | 2007 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 95 Every financial institution has the relationship with the enterprise customers. The relationship between enterprises and banks will impact the performance and profitability of financial institutions. Improving the service quality and then boosting satisfactory and loyalty of customers is the key of success for financial institutions. This research was aimed at the relationship between service quality of banks, satisfactory and loyalty of enterprise customers in order to give some advices for banks. This research target in Tainan and get 150 useful questionnaires which are examined by reliability and validity analysis. This research finds that service quality of the bank affects satisfactory of customers positively and significantly. However, service quality of the bank doesn’t affect loyalty of customers positively and significantly. Service quality of the bank only affects loyalty of customers positively and significantly via satisfactory of customers. Satisfactory of customers effects loyalty of customers positively and significantly. Thus, this research suggests the bank should improve the service quality. Then the satisfactory and loyalty of customers just can be boosted by improving the service quality. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
| Externí odkaz: |
|