| Summary: | 碩士 === 淡江大學 === 管理科學研究所 === 84 === The only one unchangeable rule to carry on the business is to
satisfy Customers''s needs. Carry on the business by the index of
Customer satisfaction can create competitive preponderance. The
bankers intend to increase Customer Satisfaction, in order to
foster loyal customers, so they do everything good for
customers. In 1991, government released the policy of banks''
installment. For banks, it''s no more able to have high profit
and low risk. The traditional competitive preponderance of low
prices can''t no more satisfy customers. All of the bankers must
have the concept of satisfy customers and try their best to
increase Customer Satisfaction. The goal is to let every
customer to be loyal customer. The summary of research
findings is as follows: 1.The dimensions of customers important
consequence about banks include: (1) convenience (2) safety
(3) facilities (4) service personnel (5) corporate image.
2.There are indeed distinctions in customers important
consequence among these dimensions. 3.There are no indeed
distinctions in customer satisfaction among these dimensions.
4.There are no indeed distinctions both in Customer Satisfaction
and Customer Loyalty between national and private banks.
There are also no indeed distinctions both in customer
satisfaction and customer loyalty between old and new banks.
5.There are strong connections between Customer Satisfaction and
Customer Loyalty (i.e. repurchase intention, price pressures,
word-of mouth intention ). 6.The relationship of Customer
Satisfaction and Customer Loyalty is only influenced by
education.
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