A study of service quality and consequences from consumer’s dresses and bank type in financial industries

• Main Authors: Shu-Ling Chen, 陳淑玲
• Other Authors: Chun-Hung Lee
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/00776840742161404834

碩士 === 亞洲大學 === 國際企業學系碩士班 === 96 === By taking advantage of Paired t test, this essay provides the discrepancy between bank ‘expectations’ of customer and ‘actual’ service quality. We are taking the individual sampling t test and single factor analysis method to discuss the difference of the index of service quality in different bank types and customer's dressed styles. We even move forward to use double factor analysis method from customer-dressed styles and bank types in order to see if there is any interaction impact in the index of service quality. In final, we also use separation analysis method to discuss the related influence factors of relationship result between banks and customers. This essay shows: (1) Banks have much more challenge than expected from customers in terms of service quality. (2) There is a significant difference of customer service quality between local banks and foreign banks. The service quality of foreign banks is much better than the one of local banks. There is no other obvious discrepancy of service quality between public and private banks except reliability. (3) There is a significant difference between customer's dressed style and expected service quality. The expected service quality of customers who are formal-suit-dressed is better than the one of popular and leisure dressed customers. (4) In according to customer's satisfaction and bank's concerted efforts, we can determine whether customers have good relationship result with banks or not.