A Study on The Service Quality and Corporate Image on Customer Satisfaction and Loyalty - Take Far East International Bank as Example
| Autor: | Kai-Chieh Yu, 游凱傑 |
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| Rok vydání: | 2016 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 104 In the recent twenty years, the government has been working on the financial industry’sliberalization and internationalization. It makes the financial industry profession an importantfield, and the industry’s service quality has become the most competitive value. The service quality is related to the customer’s satisfaction after they have accepted the service; customer’s satisfaction is one of the important evaluation indicators in the financial industry.There are many foreign business or national financial agencies showing excellent competitive ability because of it’s professional quality of service. This research is about Far East International Bank. This research probes into the influence of Far East International Banks’ service quality and image of enterprise on customer loyalty and customer satisfaction., and the banking correspondents are as the object of study. The SPSS software are used to analyze the statistical data, and the results are as follows: 1.FEIBs’ service quality has a significant affect on customer satisfaction. 2.FEIBs’ service quality has a significant affect on customer loyalty. 3.FEIBs’ corporate image has a significant affect on customer satisfaction. 4.FEIBs’ corporate image has a significant affect on customer loyalty. 5.FEIBs’ customer satisfaction has a significant affect on customer loyalty. 6.FEIBs’ customer service quality has a significant affect on corporate image. The findings discovered that the corporate image was influenced by service quality, further affects the customer satisfaction and consumer loyalty. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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