A Study of Customer Satisfaction Financial Specialist for Banks-A Case Study of F Bank

• Main Authors: Liang-Tung Ku, 古良通
• Other Authors: Kun-Feng Yang
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/77nfkm

碩士 === 朝陽科技大學 === 保險金融管理系碩士班 === 94 === Under competitive finance environment , the wealth administrative department is the profit assurance of company.As the same property finance products , customers also choose bank and financial specialists , and expert needs to handle finance marketing business well ,and just can satisfy customer’s requirement , customer’s satisfactory is good ,it will also enhance the interaction between customer and bank ,and will also make the profit for bank backhanded . To summary as above opinions ,enterprise needs to do new change for living in the market. This research is based on customer’s satisfactory viewpoint , to do satisfactory questionnaire , and focus on F bank customers for examples , performed by computer’s statistics methods to understand service quality 5 opinions and enterprise image 3 opinions, and understand customer satisfaction ‘s correlation and difference . Also understand from different customer’s background . The study result is as below ; 1. There is a noticeable difference between expectation and recognition for service quality by bank customers . 2. There is a noticeable difference between expectation and recognition for enterprise Image by bank customers . 3. There is a noticeable influence on service quality between the degree of actual recognition and customer satisfaction by bank customers. 4. There is a noticeable influence on enterprise Image between the degree of actual recognition and customer satisfaction by the bank customers. 5. Based on different personal background variations and satisfactory difference . Just only have “education degree” and satisfactory has a noticeable difference , other ” sex” , “age” , “marriage status” , and “profession” has not noticeable difference .