The Effects of Service Quality, Perceived Value, Customer Satisfaction and Trust on Customer Loyalty - Banking Industry as an Example
| Autor: | Kai-Jie Li, 李凱傑 |
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| Rok vydání: | 2011 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 99 The competition of the domestic banking business is very fierce due to the financial reform. Therefore, it is an important issue focused on how to improve service quality to gain competitive advantage. The customers have the positive perceived value, customer satisfaction and trust through the improvement of service quality to create an unique service environment of banking business. This study focuses on the relationships and effects among service quality, perceived value, customer satisfaction, trust, and customer loyalty. The questionnaire survey was executed by the sampling method. The collected data were analyzed by using statistical methods. The results of this study show that (1) there are significantly positive correlation among service quality, perceived value, customer satisfaction, trust, and customer loyalty; (2) service quality has a significantly direct and positive effect on perceived value, customer satisfaction and trust. Moreover, service quality does not have a significantly direct and positive effect on customer loyalty, but might shape perceived value, customer satisfaction, and trust, the three mediators, and in turn affects customer loyalty as a result; (3) the various groups based on service quality have significantly different perceptions on perceived value, customer satisfaction, trust, and customer loyalty; (4) demographic variables such as education, profession, residence, and average monthly income have significantly different perceptions on service quality. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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