How Service Quality influence Customer Loyalty on Insurence Business at Banks in Miaoli

• Main Authors: Chang Pei Ling, 張佩凌
• Other Authors: Lee, Cheng-Chung
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/7w64d3

碩士 === 育達商業科技大學 === 行銷與流通管理所 === 101 === A procedure is This research of thesis briefly investigates how service quality influence customer Loyalty on insurence business. Since the implementation of Financial Holding Company Act in 2001, the banks have set up financial holding company and have integrated their businesses, coordinating bank, insurance and securities; for this reason, the concepts of one-stop-shopping and the financial department store rise and develop.With the changes in population structure and social patterns, consumers themselves have different investment and financial needs. In addition, The banking sector can provide one-stop shopping services to meet the diverse needs of consumers and purchasing efficiency, enhance willingness of consumers’ choice to purchase insurance, and create an opportunity to bancassurance operations. Through studies of PZB (1988)、Zeithaml (1988)及Bolton & Drew (1991)、Gronhold et al. (2000), this study found the relationship of service quality, price, customer satisfaction, and customer loyalty four variables, Based on the result of this research promote the performance of banks proposed the feasible suggestions.