顧客滿意空間模式理論運用之實證研究－以P商業銀行為例

Analytical Study of the Application of Customer's Satisfaction Space Model-A Case Study of P Commercial Bank

蕭至惠(Chih-Hui Hsiao)

《顧客滿意學刊》 1卷2期 (2005/09) Pp. 73-106

https://doi.org/10.30066/JCS.200509.0003

摘要

本文之研究方法係以曾經兩度針對P商業銀行為研究問卷發放對象，而所做的顧客滿意度的實證分析數據與前後比較的結果為依據，進行日本學者島口充輝(Mitsuaki Shimaguchi, 1998)提出的「顧客滿意空間模式」理論的應用與驗證。而本文研究目的在於除了為驗證島口充輝提出的「顧客滿意空間模式」理論，是否能確實以台灣地區商業銀行實例進行應用與說明之外，進而希冀藉由驗證「顧客滿意空間模式」理論之後的實證研究結果，對P商業銀行提出改善顧客滿意策略之具體作法與建議。

關鍵字

顧客滿意 ； 顧客滿意概念 ； 顧客滿意空間模式理論 ； 顧客滿意策略

並列摘要

We have studied twice the customers' satisfaction for commercial bank P. In this paper, we compare these previous analytical data with the customer-satisfaction-space-model, proposed by Japanese Mitsuaki Shimaguchi in 1998. The objectives of this study are not only to verify Mitsuaki's model, but also to discuss the applicability of his model to commercial banks in Taiwan. The results from this study can be provided to commercial bank P to improve its customer satisfaction policy.

並列關鍵字

Customer Satisfaction ； Customer Satisfaction Concept ； Customer's Satisfaction Space Model ； Customer Satisfaction Strategy