| Summary: | 碩士 === 國立虎尾科技大學 === 經營管理研究所 === 99 === This study investigates whether customer lifetime value is influenced by the factors of service quality, brand image, customer satisfaction and loyalty for clients using internet banking. Moreover, this study examines the impacts of internet banking caused by consumers, as well as what affect customer lifetime value and the level of it. The finding shows that service quality and brand image are major factors affect customer lifetime value of internet banking. Banks’ service quality and brand image affect internet banking users’ customer satisfaction and loyalty. Therefore, for banks wish to keep attracting customers, they must provide related product portfolios and humanized interface service to reach consumers’ demands and raise customer lifetime value.
The results of this study can be referred to banks. In the process of improving weaknesses and advance service qualify of internet banking can let consumers increase the opportunities to use it and enhance customer lifetime value. Create a win-win situation for both customers and banks.
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