A Study of Relationship between Quality and Customer Future Behavioral Intentions: The View of Customer Relationship Management on Financial Holding Corporation

• Main Authors: Wang Wen-Hung, 王文宏
• Other Authors: Shih, Kuang-Hsun
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/25343210001788703499

碩士 === 中國文化大學 === 國際企業管理學系 === 100 === As the financial market more and more competition, the financial sector gradually expand their business and merger to increase the financial industry's competitive. Therefore this study investigate the relationship in customer relationship management, relationship quality and future behavioral intentions, and we want to construct a framework, to have some contribution to the financial industry. In this study, the customers have dealings with the financial holding companies as the object of study, and the way of a questionnaire survey sampling, a total of 200 valid samples. The results showed that: (1)Customer relationship management has positive impact on relationship quality and future intention; (2)Relationship quality has positive impact on future intention; (3)Relationship quality has the mediating effect between the customer relationship management and future intention.