| Summary: | 碩士 === 中國文化大學 === 國際企業管理學系碩士在職專班 === 102 === This study investigate the relationship between relationship quality and customer loyalty, and may consider the impact of interference variables to provide banking oper-ation and theoretical development of more extensive management and research implica-tions, and more deeply into the relationship between the development of the banking industry quality mode to provide a reference and actual operational use of the banking industry. In this study, the banking industry as the research object, through a cross-sectional statistical analysis, describing the development of the banking customer loyalty, customer loyalty explore the relationship between the quality of the individual effects of the two dimensions of the relationship, and add the interference variables an-alyzed and compared to once banking services used by the customer base for the mother to conduct a questionnaire survey conducted using statistical software SPSS sample structure analysis, descriptive statistics, reliability analysis, factor analysis, regression analysis. A total of 550 questionnaires were distributed and recovered 512 copies, 500 copies of valid questionnaires. After the correlation analysis showed that the relationship between commitment to quality, integrity, satisfaction and loyalty of the three di-mensions of attitudinal loyalty, behavioral loyalty between two dimensions showed a significant correlation, the analysis of test results clear relationship quality and customer loyalty room has a significant effect.
|
|---|
