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    Please use this identifier to cite or link to this item: http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/31932

    Title: 服務品質、理財服務、企業形象、價格認知和顧客滿意度之研究
    Other Titles: A study on the relationships among service quality, financial service, corporate image, price perception and customer satisfaction
    Authors: 陳宏娟;Chen, Hong-chuan
    Contributors: 淡江大學國際貿易學系國際企業學碩士在職專班
    曾義明;Tseng, Yi-ming;潘錫堂;Pan, His-tang
    Keywords: 服務品質;理財服務;企業形象;價格認知;顧客滿意度;Service Quality;Financial Service;Corporate Imag;Price Perception;Customer Satisfaction
    Date: 2008
    Issue Date: 2010-01-11 01:26:24 (UTC+8)
    Abstract: 本研究以顧客滿意度為主題,目的在了解目前台灣的銀行業顧客滿意度之現況,並探討除了服務品質、價格競爭外是否還有其他因素影響銀行的顧客滿意度,另外針對顧客背景資料,探討不同人口統計變數,其對服務品質、理財服務、企業形象、價格認知等四個因素的顧客滿意度是否有所差異。
    This research focuses on customer satisfaction, attempts to present the real situation of customer satisfaction in Taiwan banking industry, explores latent factors for customer satisfaction and the difference between consumers on demographics and factors for customer satisfaction.

    The questionnaires were used as the research method. Empirical results of survey data collected from customers in 11 banks north of Taiwan, out of 480 issued questionnaires, 312 copies received are effective and various statistical methods, including descriptive analysis, reliability analysis, validity analysis, factor analysis, regression analysis, t-test analysis and One-way ANOVA are used to analyze the collected information.

    The results indicate that :
    1. The important customer satisfaction factors are including “service quality factor”, “financial service factor”, “corporate image factor”, and “price perception”.
    2. Service quality、banking service、corporate image、price perception are positively related to customer satisfaction.
    3. Consumers corporation image are difference by the demographics variables . Sex、age、education level and monthly incomes of consumers would have no significant influence on the service quality factor , financial service factor, price perception and customer satisfaction of banks. The different of occupation of consumers would have significant influence on the service quality factor, financial service factor and customer satisfaction of banks.
    Based on result of the empirical study, the conclusions are offered for future research.
    Appears in Collections:[國際企業學系暨研究所] 學位論文

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