The Study of Relationships Among the Networked Bank and Contacting Willingness for Customers

• Main Authors: Wang, Mingchi, 王明吉
• Other Authors: Wu, Eching
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/94708637375511521717

碩士 === 靜宜大學 === 管理碩士在職專班 === 104 === Because the networked bank is not limited to weather restrictions and trading hours, it's common to do finance and financial transactions of the networked bank in recent ten years. It must judge the safety of the tradional bank and the potential risks of the networked bank in addition to consider the convenience of the networked bank. This study is to investigate the satisfication of networked bank custo- mers which affects the willing of usage.The main research objects are investigating whether the convenience of the networked bank affects the use willingness of bank customers, whether the use of the networked bank would affect the loyalty of bank customers, and affecting factors when bank customers use the networked bank with different relationship inertia, and investigating whether the networked bank’s reliability affects the customers’ willingness to use the networked bank. The study found that the networked bank’s customer service staff has sufficient expertise and knowledge to solve customers’ problems and save the queuing and time to the bank. The previous mentioned factor is to enhance customers’ satisfaction. Overall, customers feel satisfied for the networked bank’s services. Customers’ satisfication increases customers’ loyalty and contacting willingness to the networked bank. Therefore, banks should strengthen the expertise and knowledge to deepen their customer service staff’s training, and enhance the convenience of the use of the networked bank to save customers’ time in order to enhance customers’ satisfaction, loyalty, and contacting willingness to the networked bank.