An Empirical Study of the Relationships among Service Innovation ,Customer Relationship Management ,Service Quality and Operating Performance in Banking Industry－Case Study of Taiwan Cooperative Bank

• Main Authors: Shen , Sen Chih, 沈森池
• Other Authors: 劉春初
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/35kfzf

碩士 === 長榮大學 === 高階管理碩士在職專班 === 100 === To go with the trend of financial liberalization and internationalization, the government decided to open up non-governmental banks and join the WTO. As a result, more and more financial institutes were established, and formed an environment with greater competition. Under such a changing and competitive environment, how will the banking industry elevate competitive competence and operating performance? This research mainly discussed the relationships among service innovation, customer relationship management, service quality and operating performance in banking industry—taking Taiwan Cooperative Bank as an example. This research adopted questionnaire survey, with 300 portions of questionnaires delivered, recycled 281 portions. (254 valid) The empirical results of this research were gained by SPSS 18.0, to explain the construction of dimensions and build evaluation indices through descriptive statistics, factor analysis, reliability and validity analysis, regression analysis and demographic statistics. The results are shown as follows: 1. Service innovation has significant positive effects on customer relationship management; 2. Service innovation has significant positive effects on service quality; 3. Customer relationship management has significant positive effects on service quality; 4. Service innovation has significant positive effects on operating performance; 5. Customer relationship management has significant positive effects on operating performance; 6. Service quality has significant positive effects on operating performance; 7. Service quality has partial intervening effects on the influence of service innovation toward operating performance; 8. Service quality has partial intervening effects on the influence of customer relationship management toward operating performance; 9. Customer relationship management has partial intervening effects on the influence of service innovation toward operating performance; 10. Customer relationship management has partial intervening effects on the influence of service innovation toward service quality; 11. Demographic variables have significant differences on service innovation, customer relationship management, service quality and operating performance.