A Study on the Relationship between Service Quality and Customer Satisfaction - A Case Study of Internet Banking of Hua Nan Commercial Bank

• Main Authors: Lee, Kuang-Tsan, 李光燦
• Other Authors: Wu, Chun-Hsien
• Format: Others
• Language: zh-TW
• Published: 2017
• Online Access: http://ndltd.ncl.edu.tw/handle/582ydk

碩士 === 環球科技大學 === 中小企業經營策略管理研究所 === 105 === Finance service industry is a key pivot in modern economic system. The high service quality in finance is apparently consequent upon the strong competition in financing market day by day. However, internet is very popular nowadays even in financial institutions where internet banking service opens a new opportunity for cost saving and new strategy. During these recent years, Hua Nan banks struggle to occupy more marketing share in providing customers diverse services, how to reinforce service quality and improve customer’s satisfaction are the most important targets for finance service industry. The purpose of this study is to understand the customer's ability to use App internet banking service quality and the cost savings of customers using the Internet to further explore customer satisfaction and loyalty to provide financial industry in the development of App internet banking operators Of the reference, and thus effectively relieve the human burden, improve the efficiency of bank operations. This study was conducted with a total of 318 questionnaires and a recovery rate of 90.8%.A total of 350 questionnaires were sent to the customers of Huanan Bank Nansanchung branch and deal data with the statistical analysis. The study found that APP online banking users to assess the higher is the convenience of the transaction, from time, space constraints, as well as users to save the bank and wait for the queue time, but APP online banking users to protect personal privacy, do not worry about the spread of personal information And website login page design is a simple and clear assessment is the lowest, and customer satisfaction and loyalty with the user trust APP online banking transactions related to the accuracy of confidentiality, processing speed and staff attitude and professionalism, this study The results of the financial industry can provide the basis for improving the quality of service, so as to effectively enhance customer satisfaction and loyalty.