| Summary: | 碩士 === 國立勤益科技大學 === 企業管理系 === 101 === The business and market competition of finance holding companies will become more intense in the future. In recent years, the development of smart phones have resulted in more convenient accounting processes to promote the financial holding company to supply mobile banking and financial services in order to meet the needs of this trend. The services provide customers the convenience of fast online searching to be the innovation of technological transformation of the financial systems.
Therefore, this study explores whether service encounters such as customer relationship management, professional competence, and relationship strength could affect customer lifetime value through relationship quality or not.
The results of the study indicate that(1)There are significantly positive correlations among customer relationship management, professional competence, relationship strength, Relationship quality, and customer lifetime value.(2)Customer relationship management, professional competence, relationship strength have a significantly direct and positive effect on relationship quality, and relationship quality also has a significantly direct and positive effect on customer lifetime value.(3)The demographic variable such as residence has significantly different perceptions on professional competence, relationship strength, and relationship quality.
Keywords: Customer Relationship Management, Professional competence, Relationship Strength, Relationship Quality, Customer Lifetime Value
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