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Please use this identifier to cite or link to this item: http://ntour.ntou.edu.tw:8080/ir/handle/987654321/26026

Title: How managers in the financial services industry ensure financial performance
Authors: Chiung-Ju Liang;Wen-Hung Wang
Contributors: NTOU:Department of Shipping and Transportation Management
Keywords: Relationship Marketing;BSC;Customer Perspective;Financial Perspective;and Lisrel
Date: 2008-03
Issue Date: 2011-10-20T08:33:30Z
Publisher: The Services Industries Journal
Abstract: Abstract:With the wide prevalence of the balanced scorecard, this study develops and empirically tests a model examining the relations between the customer perspective (relationship bonding tactics, perceived relationship investment, customer satisfaction, trust, commitment and customer behavioural loyalty) and the financial perspective (financial performance). A cross-departmental study in the financial services
industry was conducted based on three consumer samples (department of Loans, Deposits, and Credit
Cards) drawn from XYZ bank, one of the most famous banks providing merchant banking services in Taiwan. The results show that the customer perspective does have positively significant effects on financial performance, as proposed by the BSC (Balanced Scorecard) and SPC (Service Profit Chain). In addition, the findings suggest that customers purchase financial services according to their perceived relationship to investment retailers, with corresponding bonding tactics, which results in different levels of customer satisfaction and behavioural sequences, and is important in reinforcing customers’ trust, commitment, repurchase intentions and corporate financial performance.
Relation: 28(2), pp.193-210
URI: http://ntour.ntou.edu.tw/handle/987654321/26026
Appears in Collections:[航運管理學系] 期刊論文

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