The study on influence of relation quality and management efficacy for customer relationship - A Case Study of Customers of a Life Insurance Company
碩士 === 樹德科技大學 === 金融與風險管理所 === 97 === With enforcement of Financial Holding Company Act, banks are permitted to sell insurance merchandises, which completely change the scenario of distribution channels. Facing global and Internet competition, the insurance sectors concern about understanding custom...
Main Authors: | , |
---|---|
Other Authors: | |
Format: | Others |
Language: | zh-TW |
Published: |
2009
|
Online Access: | http://ndltd.ncl.edu.tw/handle/51851121517136659280 |
id |
ndltd-TW-097STU00218004 |
---|---|
record_format |
oai_dc |
spelling |
ndltd-TW-097STU002180042015-11-20T04:18:47Z http://ndltd.ncl.edu.tw/handle/51851121517136659280 The study on influence of relation quality and management efficacy for customer relationship - A Case Study of Customers of a Life Insurance Company 影響關係品質與顧客關係管理效能之實證研究-以人壽保險公司顧客為例 Liu Chia Chin 劉嘉欽 碩士 樹德科技大學 金融與風險管理所 97 With enforcement of Financial Holding Company Act, banks are permitted to sell insurance merchandises, which completely change the scenario of distribution channels. Facing global and Internet competition, the insurance sectors concern about understanding customers, providing customized service, lifting service quality to maintain satisfaction and loyalty as well establishing mutual trust to create values. As a result, it is critical for the insurance sectors to lift operational efficacy by studying management efficacy for customer relationship. The study made use of questionnaires to examine customers in Tainan and Kaohsiung. The following approach included descriptive statistics, correlation analysis and LISREL in order to explore professional competency, correlation between customer-orientation and attitude & behavior loyalty in terms of relationship quality and management efficacy for customer relationship and the study result can be used for future decision-making. The result of this study shows professional competency and customer-orientation positively affect relationship quality while relationship quality also has significantly positive influence on attitude & behavior loyalty. In addition, attitude loyalty has positive significance on behavior loyalty. Ying-Feng Chen Yi-Chun Huang 陳穎峰 黃義俊 2009 學位論文 ; thesis 132 zh-TW |
collection |
NDLTD |
language |
zh-TW |
format |
Others
|
sources |
NDLTD |
description |
碩士 === 樹德科技大學 === 金融與風險管理所 === 97 === With enforcement of Financial Holding Company Act, banks are permitted to sell insurance merchandises, which completely change the scenario of distribution channels. Facing global and Internet competition, the insurance sectors concern about understanding customers, providing customized service, lifting service quality to maintain satisfaction and loyalty as well establishing mutual trust to create values. As a result, it is critical for the insurance sectors to lift operational efficacy by studying management efficacy for customer relationship. The study made use of questionnaires to examine customers in Tainan and Kaohsiung. The following approach included descriptive statistics, correlation analysis and LISREL in order to explore professional competency, correlation between customer-orientation and attitude & behavior loyalty in terms of relationship quality and management efficacy for customer relationship and the study result can be used for future decision-making.
The result of this study shows professional competency and customer-orientation positively affect relationship quality while relationship quality also has significantly positive influence on attitude & behavior loyalty. In addition, attitude loyalty has positive significance on behavior loyalty.
|
author2 |
Ying-Feng Chen |
author_facet |
Ying-Feng Chen Liu Chia Chin 劉嘉欽 |
author |
Liu Chia Chin 劉嘉欽 |
spellingShingle |
Liu Chia Chin 劉嘉欽 The study on influence of relation quality and management efficacy for customer relationship - A Case Study of Customers of a Life Insurance Company |
author_sort |
Liu Chia Chin |
title |
The study on influence of relation quality and management efficacy for customer relationship - A Case Study of Customers of a Life Insurance Company |
title_short |
The study on influence of relation quality and management efficacy for customer relationship - A Case Study of Customers of a Life Insurance Company |
title_full |
The study on influence of relation quality and management efficacy for customer relationship - A Case Study of Customers of a Life Insurance Company |
title_fullStr |
The study on influence of relation quality and management efficacy for customer relationship - A Case Study of Customers of a Life Insurance Company |
title_full_unstemmed |
The study on influence of relation quality and management efficacy for customer relationship - A Case Study of Customers of a Life Insurance Company |
title_sort |
study on influence of relation quality and management efficacy for customer relationship - a case study of customers of a life insurance company |
publishDate |
2009 |
url |
http://ndltd.ncl.edu.tw/handle/51851121517136659280 |
work_keys_str_mv |
AT liuchiachin thestudyoninfluenceofrelationqualityandmanagementefficacyforcustomerrelationshipacasestudyofcustomersofalifeinsurancecompany AT liújiāqīn thestudyoninfluenceofrelationqualityandmanagementefficacyforcustomerrelationshipacasestudyofcustomersofalifeinsurancecompany AT liuchiachin yǐngxiǎngguānxìpǐnzhìyǔgùkèguānxìguǎnlǐxiàonéngzhīshízhèngyánjiūyǐrénshòubǎoxiǎngōngsīgùkèwèilì AT liújiāqīn yǐngxiǎngguānxìpǐnzhìyǔgùkèguānxìguǎnlǐxiàonéngzhīshízhèngyánjiūyǐrénshòubǎoxiǎngōngsīgùkèwèilì AT liuchiachin studyoninfluenceofrelationqualityandmanagementefficacyforcustomerrelationshipacasestudyofcustomersofalifeinsurancecompany AT liújiāqīn studyoninfluenceofrelationqualityandmanagementefficacyforcustomerrelationshipacasestudyofcustomersofalifeinsurancecompany |
_version_ |
1718132848601333760 |