A Study on Service Quality Consciousness and Customer Satisfaction in the Banking Industry：A Case Study of the Taichung Bank

• Main Authors: Lee Chih-Wei, 李志偉
• Other Authors: Yung-Ho Chang
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/17261435719566100081

碩士 === 東海大學 === 財務金融學系碩士在職專班 === 99 === In this thesis, I attempt to find the linkage among population statistic variables, service quality consciousness, and the degrees of customer satisfaction. With a sample of 561 surveyed observations, empirical evidences indicate that the service quality consciousness is sensitive to the customers’ genders, ages and marital status. The degrees of customer satisfaction, in contrary, seem only sensitive to the genders. However, the findings do support the positive correlation between service quality consciousness and the degree of customer satisfaction. This thesis on one hand enriches current studies related to customer satisfaction. On the other hand, results of this thesis offer several guidelines for firms, especially banks, to improve their customer satisfaction as well as profits.