An Empirical study for the relationship between financial consultant’s performance , extra-role customer service and the customer’s perceptions of wealth management banks

• Main Authors: Jacky Wang, 王正吉
• Other Authors: Chung-Tzer Liu
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/83379090679555047401

碩士 === 東吳大學 === 企業管理學系 === 95 === This research wants to treat the affiliation by the related literature review, constructs the research overhead construction, attempts to discuss emotional intelligence, training, information technology , service climate, financial consultant’s performance, financial consultant’s extra-role customer service , to customer satisfaction and customer retention influences. This study has set up the wealth management service bank in view of the Taipei area with which financial consultant and customer of the service are the researched objectives, the grand total sends out 150 groups to ask the volume, each group asked the volume contains one financial consultant with respectively five customers ; The returned also effectively asked the volume total 113 groups, namely 113 financial consultants with respectively 565 customers; The effective returns ratio is 75.33%. After asked the volume returned, carries on the statistics regression analysis by the SPSS software, the findings demonstrated：(1)emotional intelligence has a positive relationship with financial consultant’s performance；(2)information technology has a negative relationship with financial consultant’s performance；(3) training and service climate respectively has a positive relationship with financial consultant’s extra-role customer service；(4) there is a positive relationship between financial consultant’s performance and customer satisfaction；(5)there is a positive relationship between financical consultant‘s extra-role customer service and customer satisfaction；(6)there is a positive relationship between customer satisfaction and customer retention.