| Summary: | 碩士 === 銘傳大學 === 管理科學研究所碩士在職專班 === 91 === In the recent years, financial institute has been asset-based on the concept of accreditation, which has gradually switching to the accreditation principle that emphasizes on cash flow. Account receivable claim underwrite business is a Transaction Based Lending, which the bank would in accordance with the transaction of an enterprise’s substance commodity to proceed with the financial dealing, and to monitoring the situation of business transaction at any time, in order to effectively handle the source of debt payment and the risk of accreditation. This research would discuss correlation between the relational quality, its affecting variable, and the customer’s voluntary behavior from the standpoint of relational sale, then to discuss through relational analysis and return analysis. Hopefully to provide suggestion to the bank in promoting relational sale for account receivable claim underwrite business. The result of the research is as followed:
1. Concerning relationship selling behavior that affects the variables of relational quality (mutual disclosure, cooperative intentions, and contact intensity) and salesperson attributes (similarity, expertise) with relational quality, there is noticeable positive relationship.
2. Among the variables that affect relational quality; contact intensity and expertise have the strongest correlation with relational quality.
3. Between relational quality and customer’s voluntary behavior (loyalty behavior, cooperative behavior, participation behavior), other than trust did not support the positive correlation of loyalty behavior, the rest all have noticeable correlation, among which satisfaction on voluntary behavior has more noticeable correlation than trust.
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