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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

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