The Relationships Among Product Knowledge,Customer Satisfaction and Repurchase Intension in Financial Service Industry

• Main Authors: Chen Cai-Jie, 陳采婕
• Other Authors: Huang Yi-Fen
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/91954583632394916565

碩士 === 大葉大學 === 企業管理學系碩士班 === 101 === Product knowledge is an important factor that impacts customer satisfaction and repurchase intension, and also a big challenge when maintaining relation quality in service industry. The main purpose of this research is to investigate what determin customer satisfaction and repurchase intention in financial service industry, especially the moderating role of product knowledge. The result indicate that customer satisfaction has positive impact on repurchase intention, product knowledge has positive impact on customer satisfaction, and product knowledge has positive moderating effect on the relationship between customer satisfaction and repurchase intention.