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|Other Titles: ||The study of characteristics, service quality and customer satisfaction of financial consultants|
|Authors: ||陳翰潔;Chen, Han-Jie|
|Keywords: ||服務品質;顧客滿意度;Service Quality;Customer Satisfaction|
|Issue Date: ||2013-04-13 10:55:22 (UTC+8)|
The recent change of financial environment and economic situations in these years stimulates all banks to improve and innovate actively so that they may stay competitive in the market. On the other hand, wealth management has become a main source of income for banks recently. Yet, the global financial crisis of 2008 and the current European debt crisis have put clients’ trust in banks and customer relations to the test. In this case, how to locate promising financial consultants of wealth management for clients with huge assets and to create a win-win situation by providing excellent services to customers have become a vital issue for the banking sector.
It is essential for the banking sector to meet the demands of clients and to have professional financial consultants provide satisfying services to customers. This way these clients may become frequent customers and their loyalty is then likely to create the competitiveness and profits for the bank. Therefore, this study is aimed at discovering the features of financial consultant so that clients with huge assets may use it to assess the service quality of a bank. Its study result may also serve as a reference for banks to determine their operation strategies of wealth management.
The study is aimed at the following objectives:
I. To establish and analyze the key aspects to evaluate the features of service quality and the service quality of wealth management clients.
II. To discuss how much do wealth management clients value the service quality of banks and how well are they satisfied.
III. To analyze and discover the difference between wealth management clients’ expected service level and their perceived service level after they have used the services.
IV. To propose suggestions as a reference for banks to improve their service quality based on their emphasis and performance of this issue.
This study conducts questionnaire survey to discover the correlation between financial consultants’ service quality and the customer satisfaction, comparing and analyzing the data based on five aspects: expertise, interactive frequency, service perception, reliability, and customer relations. It is concluded that in order to win clients’ trust and loyalty, financial consultants have to equip themselves with expertise and sincerity so that they may be able to establish a close relationship with their clients.
Key words: service quality, customer satisfaction
|Appears in Collections:||[國際企業學系暨研究所] 學位論文|
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