Research on relationships between service quality, customer satisfaction and customer loyalty of specialized banks – A Case Study in T bank

• Main Authors: Shih,Tzy-Shin, 施孜欣
• Other Authors: Hsieh,Kun-Min
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/92nwz3

碩士 === 國立高雄應用科技大學 === 金融系金融資訊碩士在職專班 === 104 === This study used questionnaire method to investigate relevance of the bank's service quality, customer satisfaction and customer loyalty, and independent sample t test, one-way analysis of variance and regression analysis was also used for empirical analysis. The empirical results show as the followings: The tangibility of constituted level of service quality, reliability, assurance, empathy and banking years have a significant positive relationship for customer satisfaction. So do the tangibility of constituted level of service quality, responsiveness and empathy for customer loyalty. Customer satisfaction is the significant variables that affect customer loyalty. Sexual has no significant differences for each constituted level of service quality, satisfaction and loyalty. Neither does the marital status and contacts branch locations. The age has no significant differences for each constituted level of service quality, satisfaction and loyalty but for responsiveness. Education level has no significant differences for each constituted level of service quality, satisfaction but for loyalty. Profession has no significant differences for each constituted level of service quality, loyalty but for satisfaction. The average monthly income has no significant differences for each constituted level of service quality, loyalty but for satisfaction. The banking years have no significant differences for each constituted level of service quality, loyalty but for satisfaction.