English  |  正體中文  |  简体中文  |  Items with full text/Total items : 28588/40619
Visitors : 4111300      Online Users : 46
RC Version 4.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Adv. Search

Please use this identifier to cite or link to this item: http://ntour.ntou.edu.tw:8080/ir/handle/987654321/40051

Title: Attributes, Benefits, Customer Satisfaction and Behavioral Loyalty—An Integrative Research of Financial Services Industry in Taiwan
Authors: Chiung-Ju Liang;Wen-Hung Wang
Contributors: 國立臺灣海洋大學:航運管理學系
Date: 2004
Issue Date: 2017-01-12T07:24:38Z
Publisher: Journal of Services Research
Abstract: Abstract:Measuring the key attributes of your service is necessary, but it is not sufficient for improving customer satisfaction. This study developed and empirically tested a model examining the relations among attributes, benefits, customer satisfaction, trust/commitment and customer behavioral loyalty in a marketing system. Based on sample collected from Asia Trust, one of the most famous banks providing merchant banking services in Taiwan, the results of the department of loan show that symbolic benefits do have positively significant influence on customer satisfaction. And the results of the department of deposit also show that both functional and symbolic benefits do have positively significant effects on customer satisfaction. In the department of credit card, both experiential and symbolic benefits do have positively significant effects on customer satisfaction. As a part of relationship quality and behavioral loyalty, all the path coefficients are not only significant but also of high value. The findings suggest that customers buy dissimilar financial products with different benefits, with different attributes, hence the difference in the level of customer satisfaction and behavioral consequence.
Relation: 4(1), pp.54-91
URI: http://ntour.ntou.edu.tw:8080/ir/handle/987654321/40051
Appears in Collections:[航運管理學系] 期刊論文

Files in This Item:

File Description SizeFormat

All items in NTOUR are protected by copyright, with all rights reserved.


著作權政策宣告: 本網站之內容為國立臺灣海洋大學所收錄之機構典藏,無償提供學術研究與公眾教育等公益性使用,請合理使用本網站之內容,以尊重著作權人之權益。
網站維護: 海大圖資處 圖書系統組
DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback