The Relationship between Service Quality and Customer Loyalty of Consumer Financial Product

• Main Authors: CHANG YUNG CHANG, 張永昌
• Other Authors: HSIEH YA HUI
• Format: Others
• Language: zh-TW
• Published: 2004
• Online Access: http://ndltd.ncl.edu.tw/handle/71035980163830751912

碩士 === 大葉大學 === 事業經營研究所碩士在職專班 === 95 === Recently, due to the competition of consuming finance commodity has more intense, the result of each financial institution has put in to scrape the finance commodity market, and compete with lower price would lead to the smaller difference among the finance commodity. The customer’s raise of short-term business relation would bring the lower customer loyalty, this problem will become the financial institution‘s secret worry. In order to find the fit develop way, this study used the descriptive statistics, t-Test, one-way anova and correlation analyze to discuss the significant difference between service quality and customer loyalty. As the result shown, the different gender, career and residence have no significant differences between service quality and customer loyalty. However, there is a significant difference among age and customer loyalty. All service quality has significantly correlated with customer loyalty. Therefore, the customer loyalty will be influence by the service quality. Key Words: consumer loan products, service quality, customer loyalty