The Study of Relationship between Service Qualityand Customer Satisfaction of Financial Institutions─An Example of a Branch of C Bank

• Main Authors: Tsung-Ying Tsai, 蔡宗穎
• Other Authors: Tung-Ming Yan
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/15049304818231947541

碩士 === 朝陽科技大學 === 企業管理系碩士班 === 99 === Following the developing of economy and the rising of GDP (Gross Domestic Production); Taiwan is evolved into a service-oriented economy. Hence, service quality turning into the first priority of clients. As service quality is an important variable to customer satisfaction, superior and intimate service is becoming one of the major factors for clients to choose a bank for business. This study is processed through questionnaires to banking senior staffs in order to learn the correlation between service quality and customer satisfaction; in addition with the influence from different degrees of service quality to customer satisfaction. The participants of this case study are random selected from branch F in bank C.The research found servicequality has significantly influence on the customer satisfaction. Therefore, the new 10-year-program of bank c is expected to bring a greater efficiency in this bank; and this research could be a reference for proper implementation of the program.