| Summary: | 碩士 === 東吳大學 === 企業管理學系 === 93 === Until April 2005, the total credit balance of credit card holders is over four hundred billion NT dollars. There is a high risk of bad debts for those credit card issuing organizations, especially issuing banks. Facing the increasing bad debts which came from card holders, most issuing banks are trying every effort to enhance debt collection mechanism. Among the various debt collection ways, telephone debt collection (TDC) is one of the popular collection ways that is used in Taiwan. Hence, TDC mechanism is an important topic in reality, but the topic is rarely studied in the past, and will be explored in this research. Factors of telephone collection quality and items which were preferred by card debtors will be explored. Meanwhile, based on the concept that TDC is part of the issuing bank’s service quality, their relationship with satisfaction and loyalty of card holders will also be studied.
This research collect 648 respondents by convenient sampling, response rate is 90.0%. There are 142 effective respondents（or 24.9% of the total）who were overdued card holders and will be used as research sample. The main findings of this research are as follows.
1.Telephone collection quality could be divided into three factors which are ‘basic collection tactics,’ ‘rights preservation,’ and ‘accelerative collection tactics.’
2.Card debtors weighted every telephone debt collection items differently. The most important items are preservation of card debtor’s rights and basic collection attitude.
3.Telephone debt collection is part of service quality and there exists significant positive relationship between them.
4.TDC has significant relationship with customer satisfaction and customer loyalty. It also affects card debtors’ cognition of issuing bank’s corporate image.
5.Path analysis shows that TDC has direct influence on corporate image and customer satisfaction. TDC has indirect influence on customer loyalty through customer satisfaction. Corporate image has direct influence on customer satisfaction and it has indirect influence on customer loyalty through customer satisfaction.
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