A Study on the Influences of Service Quality on Customer Relationships, Customer Satisfaction and Customer Loyalty: The Case of the Third Credit Cooperative of Tainan

• Main Authors: YANG, Yung-Wen, 楊詠雯
• Other Authors: HSU, CHAO-MIN
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/wbv3uf

碩士 === 崑山科技大學 === 國際商務與金融研究所 === 107 === In the era of wealth management, financial institutions have set up dedicated departments to serve the customer base in response to the dramatic changes in the environment, enhance customer loyalty, and thus create financial institutions operating performance, consolidate the competitive advantage of banks. Therefore, the quality of service and relationship quality of financial institutions has become the key factor of customer loyalty. Through the study of different demographic changes and life pattern groups, and from it to understand its management letter and formulate the corresponding sales strategy. In this study, the relationship between service quality, customer satisfaction, relationship quality and customer loyalty was the main structure of 300 questionnaires distributed by Tainan Sanxin Credit Union, 300 valid questionnaires were collected, and the effective questionnaire rate was 100%, and the quality of service, customer satisfaction, relationship quality and customer loyalty were the main structures in the verification of the recycled sample. Examining the impact of customer cognition and guarantee service quality, customer satisfaction, relationship quality and customer loyalty on the reliability of The Three Letters Credit Union in Tainan Shows: (1) The positive influence of customer satisfaction cognition and customer loyalty (2) positive influence of reliability service quality cognition and customer satisfaction (3) Positive Impact of Guaranteed Service Quality Cognition and Customer Satisfaction (4) Positive Impact of Relationship Quality Cognition and Customer Satisfaction (5) Positive Impact of Relationship Quality Cognition and Customer Loyalty (6) Positive Impact of Reliability Quality Of Service Awareness and Customer Loyalty (7) Positive Impact of Guaranteed Service Quality Cognition and Customer Loyalty (8) The positive influence of reliability service quality cognition and relationship quality (9) the positive influence of guaranteed service quality cognition and relationship quality.