Exploring the Impact of Implementing Bank E-Commerce on Customer Satisfaction and Loyalty - An Example of H Banking Business
| Autor: | YUNG-PING WEI, 魏永平 |
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| Rok vydání: | 2014 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 102 Due to the flourish development of internet, E-Commerce hasgradually become the main stream of commercial activities. With the signing of the agreement of ECFA with Mainland China and others agreements, the impact of liberalization and globalization to the financial markets is severer, and it also pushes the competition of domestic financial market to be more violent. Coping with such harsh and ever changing financial environment, how do banking business improve using IT technology, race quality standards, and making fast responses, to increase customer loyalties will become the next hot topic for the years to come. Inside Financial Institutions, Loan business is always the core item, especially when current domestic financial institutions relay about 70% of revenues from loan interests. This research is based on casestudies of customers having loan more than 10 years with H bank. Through introduction of E-commerce into banking business to discuss customer&;#39;s satisfaction and loyalties to the bank. After providing E-commerce as a solution to corporate fiscal demands, to help corporate raise their efficiencies gaining competitiveness, and in turn making closer connections with the corporate and the bank, from having satisfaction for banking services to raising loyalties for the bank. Aside from collecting case studies, this research also involves interviewing corporate president and personnel related to fiscal departments that are most related to this topic. We discover that tointroduce the E-Commerce into banking business at first opportunity can strengthen customer satisfaction and build their loyalties to the bank, making the bank to find success out of such competitive environment, to provide unique and creative services and raising customer willingness to doing business with the bank, creating a win- win situation. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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