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Please use this identifier to cite or link to this item: http://ntour.ntou.edu.tw:8080/ir/handle/987654321/26067

Title: The Behavioural Sequence of the Financial Services Industry in Taiwan: Service Quality, Relationship Quality and Behavioural Loyalty
Authors: Chiung-Ju Liang;Wen-Hung Wang
Contributors: NTOU:Department of Shipping and Transportation Management
Keywords: Service Quality;Relationship Marketing;Relationship Quality;Financial Service Industry;Loyalty;and Lisrel
Date: 2006
Issue Date: 2011-10-20T08:33:37Z
Publisher: The Services Industries Journal
Abstract: Abstract:This study develops and empirically tests a model for examination of the relations among service quality scales, relationship bonding tactics, customer satisfaction, trust and commitment, and customer behavioural loyalty in a relationship marketing system. This paper aims to test the relationship between perceived service quality satisfaction and relationship intentions, or, in other words, whether or not consumers will consider building longterm relationships with service providers on the basis of a single instance of perceived service quality. Based on three groups of samples from XYZ bank, one of the most famous banks providing merchant banking services in Taiwan, the findings suggest that financial products with different product
attributes need different kinds and levels of service and relationship investment. The findings also suggest that there does exist a positive relationship between service quality satisfaction and perceived relationship investment.
Relation: 26(2), pp.119-145
URI: http://ntour.ntou.edu.tw/handle/987654321/26067
Appears in Collections:[航運管理學系] 期刊論文

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