標題 99E2-服務品質、關係品質對顧客忠誠度之影響 -以高雄市某金融機構為例Interrelation between Service Quality, Relational Quality and Customer Loyalty: A Case Study of Bank in Kaohsiung.
姓名 黃健財
指導教授 陳榮方 老師
畢業日期 2011/06
附件檔案 99E2Adobe PDF
參考連結
摘要 本研究以統計軟體SPSS模式的運用，透過不同人口統計變數與生活型態分群的研究，來探討金融業之服務品質、關係品質對顧客忠誠度之因果影響，並從中去瞭解它的管理意函及擬訂對應的銷售策略。 結論顯示: (1) 服務品質對關係品質有顯著正向影響。(2) 關係品質對顧客忠誠度有顯著正向影響。(3) 服務品質對顧客態度忠誠度有顯著正向影響。
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