| Summary: | 碩士 === 逢甲大學 === 金融碩士在職專班 === 100 === Taiwan''s banking industry is recently facing a series of critical challenges, such as the financial turmoil caused by global economic depression and the reform of financial system. In such a changing and competitive financial market, despite of providing excellent products and services, what the company can do is to increase the customer perceived value. So the company can thus build up its own competitive edges. The main purpose of this paper is to study the interrelationship among service quality, corporate culture and customer satisfaction in Taiwan’s banking industry.
With the perspective of the customer perceived value, this study intended to find out the correlation among customer service quality of financial institutions, corporate culture and customer satisfaction analysis. In order to verify the assumptions proposed in this study, the information such as consumer awareness and ideas of the wealth management business was collected. Together with the descriptive analysis of data, quantitative method is also used in this study.
The estimated results have shown that the relationship among the three main variables, such as service quality, corporate culture and customer satisfaction, are inseparable. Besides, the variables such as respondents’ background information and the service of banks are also found to be related to the three main variables mentioned above.
During the period of European debt crisis, investors understand that the best financial consultant, will no longer just the person help customers make money, but have to make sure the customers’ investment would be secured. At the same time, the economic downturn did not reduce the customer''s standards, how to improve customer satisfaction, financial management banks of the biggest responsibilities
The last four recommendations based on the empirical results for the financial industry and academia, as wealth management and academic research in the future.
To the Commissioner of the financial proposal: how to become a high resistance to stress, full of good professional quality and service positive attitude dedicated practitioners.
Second, the proposal for financial institutions: enterprises to maintain a competitive edge to be differentiated and innovative services, to identify the core value of belonging to the enterprise to create part of a business recognizes the differences in culture.
To the customer of the investment proposal: to help customers understand their needs, to inform the high risk and high reward, thereby increasing customer financial well-being index
Fourth, the follow-up study suggests that: It is recommended that future FSC as a quantitative analysis; recommended that future quantitative research non-partition analysis.
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