A Study of Relationship between Service Quality, Performance of AssetAllocation and Customer Satisfaction ─ A Case Study of WealthManagement Business of F Bank

• Main Authors: Hui-Qin, Huang, 黃惠琴
• Other Authors: Ta-Cheng Hsiao
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/57955404875289717743

碩士 === 國立高雄應用科技大學 === 財富與稅務管理系碩士在職專班 === 102 === Taiwan's financial sector in recent years affected by the financial crisis and the debt of Lehman international events, changes in the external environment facing the banking industry over competition and internal factors, so you want to stand out in the fierce competition, is not easy matter, resulting in the current consumer satisfaction and loyalty of banks is low, customer mobility is high, has been faced with considerable difficulties and challenges in the financial industry management. In addition to the excellent quality of goods and services beyond, we must provide comprehensive to meet customer needs and expectations, but also to enhance customer perceived value, in order to allow the bank itself has a considerable competitive advantage, it will not be eliminated by the market. The purpose of this study was to investigate the quality of banking services, the relationship between customer satisfaction research, asset allocation performance. From the customer's point of view to discuss the perceived value and quality customer service provided by the financial industry, the asset allocation performance, customer satisfaction research and analysis, the use of quantitative analysis, collecting consumer banking wealth management business knowledge and ideas, to verify the Institute proposed hypothesis. Validation studies have shown that the quality of services provided by the financial sector, asset allocation performance is the relationship between customer satisfaction among a chain can not be separated. In this study, a random sample survey analysis results, there is correlation between the respondents and bankers service scenarios and three variables. In the current environment of global economic downturn, customers become more cautious now, bankers how to improve customer satisfaction and service quality and customer satisfaction, etc., will be all the financial industry on the wealth management business of the most important responsibilities. Hope this research can be helpful to provide the financial industry in the development of customer relationship and wealth management businesses.