A Research of Quality Service and Satisfaction for Stock Trading- A Case Study of C Company

• Main Authors: Heng-Sheng Lin, 林恆生
• Other Authors: Ruey-Shiang Guh
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/85wzaw

碩士 === 國立虎尾科技大學 === 工業工程與管理研究所 === 101 === It has been going a long time for internal securities firms to launch into online stock trading business. And now internet trading is popular and mature. So, a securities firm own a seat in future marketing which depends on good quality, rich content, a feature of functions, integrated services, online safety, overall stability and satisfaction. The study integrate the aspect of PZB( Parasuraman, Zeithaml, Berry) and analysis of IPA( Importance-Performance Analysis, IPA), explore extensive quality services of internet trading. By making use of QFD( Quality Function Deployment, QFD) for importance and condition to carry into two-dimension matrix; moreover; they interwork to explore the quality services of online trading. Furthermore, quality services are divided into three technical aspects which include management of operation, management of web-service, management of data and fourteen items of quality technology. In this study, most investors think highly of needed report of research, immediately information of marketing, service attitude and specialized financial investment and management of a stock broker. However, IPA and QFD have 3 mainly facts which include the stability of web system, insurance on personal profile, and essential factor immediately (such as: e-mail, message) that consistently are priority in improvement.