A Study on Service Quality, Customer Satisfaction and Customer Loyalty of Credit Co-operatives

• Main Authors: Wu-Lin Yu, 游武霖
• Other Authors: Shu-Hsun Ho
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/62630903307162635039

碩士 === 靜宜大學 === 企業管理學系 === 102 === This research aims to investigate the relationship between the service quality of credit co-operatives and the degree of their customers’ satisfaction and loyalty. It is hoped that the result or conclusion of this research can be of significant, academic value to those credit co-operatives which seek to improve business through their quality of service. For this research, the questionnaire method was adopted and regression analysis was made. Altogether 340 copies of the questionnaire were sent out to the same number of customers who could represent the general customers associated with credit co-operatives. Totally 260 of the copies were completed and sent back, and they were duly received, examined, and considered valid. The regression analysis shows that the service quality of credit co-operatives and the degree of their customers’ satisfaction are positively correlated, and the degree of their customers’ satisfaction and the degree of their loyalty to them are also positively correlated. This research reaches the conclusion that customers are indeed central to any business. It is crucial for a credit co-operative to pay more attention to its quality of service. The result of this research may just go to confirm a fact of common sense, but it can emphatically remind us that “no good service, no more customers.”