Effects of credit card promotional staff’s servicebehavior on service satisfaction

• Main Authors: Shu-Ming Tsai, 蔡淑敏
• Other Authors: Hao-Chen Huang
• Format: Others
• Language: zh-TW
• Online Access: http://ndltd.ncl.edu.tw/handle/39755173121891347823

碩士 === 國立高雄應用科技大學 === 商務經營研究所 === 100 === Abstract The main purpose of the thesis is to study the effects of credit card promotional staff’s service behavior on service satisfaction. This study constructed a theory model and checked the relation among variables. The data were collected via questionnaires and analyzed by regression analysis to test three hypotheses in theory model. This study contains 189 consumers and the results show: credit card promotional staffs’ role and extra- role service cause the positive effects on service satisfaction; furthermore, the service satisfaction and the customer loyalty are the positively effect. The results intend to provide practical reference to the credit card department of banks in drafting related policies.