A Study of the Correlation on Expertise, Networking Ability, Consumer’s Trust, and Customer Loyalty of wealth consultants

• Main Authors: Chan-Chia Yang, 楊展佳
• Other Authors: Yin-Feng Chen Hao-Chieh Lin
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/09344335965097760753

碩士 === 樹德科技大學 === 金融與風險管理所 === 96 === Since meager profit time has approached, wealth management market is a must for the bankers to take whereas wealth management business is one of the mainstreams. Establishing a long-term relationship with customers is critical to win around current competitive environment. However, to establish such an intangible relationship, it mainly lies on wealth consultants. Therefore, our research is to explore correlation between wealth consultant ‘s expertise and customer’s trust, to understand customer’s loyalty along with moderating variable-effect of networking ability on expertise and customer’s trust. The study is based on quota sampling to make empirical research for customers participating wealth management. The questionnaires were responded by customers and wealth consultants separately. 447 questionnaires were restored and studied statistically. The result shows that: (1) Expertise is significantly related to customer’s trust (2) Expertise is significantly related to customer’s loyalty. (3) Customer’s trust is significantly related to loyalty of customers. (4) Customer’s trust has significant moderating effect on loyalty of customers. (5) Networking ability has no moderating effect on expertise and trust from customers.