School of Business, Executive MBA Program in General Finance Chang Gung University Master Thesis

• Main Authors: Hsiao Lei Lu, 盧曉雷
• Other Authors: C. I. Teng
• Format: Others
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/12567496581233814428

碩士 === 長庚大學 === 商管專業學院碩士學位學程在職專班財務金融組 === 102 === Excising shareholders’ rights has been one of the entitlements for shareholders. In order to protect shareholders' rights and interests from being harmed, "Stock Affairs" performs the intermediation to excise shareholders’ rights and the firewall to keep infringement away. How to grow the profits brought by Stock Affairs Agency Institution from the growing competition has been regarded as an important goal for operating income generating. This research collects data from those Stock Affair Departments, and is aiming at all kinds of services provided by Stock Affair. There are 83 valid samples in the questionnaires. Reliability, Assurance, Responding, Empathy, and Tangibility, conform to the subject of Customer Satisfaction and Loyalty. The study found that Responding and Empathy have positive correlation with Customer Satisfaction, and Assurance has positive correlation with Loyalty, but did not support that a similar effect exists between Tangibility and Customer Satisfaction and Loyalty. As a conclusion, positive correlation is highly relevant between Customer Satisfaction and Customer Loyalty. Improving the service quality, managers can improve customer satisfaction and loyalty through the followings: 1. Educate the service team more professional, 2. Strengthen care for customers, 3. Assist the company directors, supervisors, managers, large shareholders with financial planning, 4. Emphasize information security management, 5. Computerization of shareholders' committee, 6. Promote the efficiency of computer system and equipment, 7. Build up trust, 8. Improve service quality with customers-oriented methods.