- 會議論文
Does Expertise of Financial Service Provider Lead to Higher Customer Lifetime Value?
並列摘要
As financial service institutions facing growing competition, understanding differences in customer weightings of various service attributes can help businesses enhance customer lifetime value. This study examines the relative impact of service provider expertise, price fairness, and delivery effectiveness on customer satisfaction and customer lifetime value. Using survey data from 686 customers of a Taiwanese securities corporation, the study results demonstrate that expertise, as a core service attribute, not only influences customer satisfaction, but also directly influences customer retention and cross-buying. Furthermore, although satisfied customers are committed to current services, this evaluation might not spill over to new services. This work suggests that financial services firms should be especially concerned with how customers perceive service offerings, and should also equipped with knowledge of customer lifetime value.
延伸閱讀
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