跨境財富管理關鍵成功因素暨服務缺口之研究-以台商及高資產客群為例

The study of Key Successful Factors and Service Gap in Cross-border Wealth Management - The Case of High-net-worth Individuals and Taiwanese Businessman

廖敏利(Min-Li Liao)

指導教授 ： 邱光輝

國立臺北大學/商學院/企業管理學系/碩士(2014年)

摘要

因應台灣銀行業發展跨境財富管理業務之需求，藉由文獻探討歸納經營之關鍵成功因素。運用研究方法，第一部份透過修正式德菲法 (Modified Delphi Method) 彙整專家群體意見，找出跨境財富管理關鍵成功因素之準則，第二部份透過重要度-滿意度模式 (Important - Satisfaction Model, I-S Model) 分析客群在實務上的服務缺口。
研究發現：經營跨境財富管理之關鍵成功因素包含產品導向的形象、顧客導向的形象及公司信譽等三大構面，共十七項衡量因子。經由台商及高資產客戶實證分析，發現台商客群落於改善係數前三位且在待改善區域 (II/To be improve) 為「保險業務及保障規劃」和「貸款業務」兩項；高資產客群則分別為「中國內地人民幣資產投資」和「稅務及信託規劃」。此區域列出的品質屬性是被顧客視為重要但尚未達到預期之服務缺口，業者必須專注於這些品質屬性，並立即作出改善。

關鍵字

高資產客戶 ； 重要度-滿意度模式 (I-S Model) ； 關鍵成功因素 ； 跨境財富管理 ； 台商 ； 服務缺口

並列摘要

In response to the needs of cross-border wealth management business in the banking industry in Taiwan, literature review summarized the key successful factors of operations. Apply research methods, the first part through modified Delphi method compiled experts' opinions identify the key success factors of the criteria cross-border wealth management, and the second part by Importance - Satisfaction model (IS Model) analyze customer base in the practice of service gaps.
The study found: cross-border wealth management operations key successful factors included the image of the product -oriented, the image of customer -oriented and company reputation, such as three dimensions of seventeen measure factors. Taiwan businessman and high net worth individuals (HNWI) through empirical analysis, we found for to be improve area (II / To be improve) of Taiwan businessman and situated in the top three for the improvement factor are "insurance and protection planning" and "loans"; HNWI were "investment by Renminbi in mainland China " and " tax and trust planning", the quality of the properties listed in this area is regarded as important, but the customer service has not yet reached the expected shortfall , the service providers must focus on these quality attributes, and immediately made improvements.

並列關鍵字

High-net-worth Individuals (HNWI) ； Importance - Satisfaction mode (I-S Model) ； Key Successful Factor ； Cross-Border Wealth Management ； Taiwanese Businessman ； Service Gap

參考文獻

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