English  |  正體中文  |  简体中文  |  Items with full text/Total items : 52355/87459 (60%)
Visitors : 9130829      Online Users : 187
RC Version 7.0 © Powered By DSPACE, MIT. Enhanced by NTU Library & TKU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
  • Adv. Search
    HomeLoginUploadHelpAboutAdminister Goto mobile version
    Please use this identifier to cite or link to this item: http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/87277

    Title: 理財專員的特質與客戶服務品質滿意度關聯性之研究
    Other Titles: The study of characteristics, service quality and customer satisfaction of financial consultants
    Authors: 陳翰潔;Chen, Han-Jie
    Contributors: 淡江大學國際企業學系碩士在職專班
    Keywords: 服務品質;顧客滿意度;Service Quality;Customer Satisfaction
    Date: 2012
    Issue Date: 2013-04-13 10:55:22 (UTC+8)
    Abstract: 近幾年金融環境與經濟狀況的改變,各銀行積極強化與創新以提昇銀行競爭力,財富管理業務也成為近幾年銀行主要獲利來源,成為銀行極為重要的業務項目。而經歷過2008年的金融風暴後,以及現今的歐債危機,銀行面臨客戶對於金融業的信任度與顧客關係的考驗,如何讓銀行與高資產客戶找到對的理財專員,並透過理財業務人員提供好的服務創造銀行與顧客雙贏的局面也是目前金融業重要的課題。

    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

    Files in This Item:

    File SizeFormat

    All items in 機構典藏 are protected by copyright, with all rights reserved.

    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library & TKU Library IR teams. Copyright ©   - Feedback