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  • 學位論文

台灣金融控股公司經營策略因素、企業顧客滿意度與經營績效關係之研究

Relationship among Corporate Strategic Factors, Customer Satisfaction of Enterprise and Corporate Performance for Taiwan Financial Holding Companies

指導教授 : 呂鴻德
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摘要


本研究旨在探討金融控股公司之經營策略因素與其旗下子公司企業顧客滿意度之關係,以及金融控股公司旗下子公司之企業顧客滿意度與金融控股公司本身經營績效之關係。透過文獻探討將經營策略因素整理出「經營規模」、「企業形象」、「產品經營」三構面進行研究。本研究採用量化的統計分析方式,根據回收的金融控股公司旗下子公司之企業顧客問卷,共計85份,得出以下結論: 1、企業認同金融控股公司取得廣大通路、增加子公司完整性之經營策略。金融控股公司之經營規模愈大,愈可直接提高企業顧客滿意度。 2、企業極為認同及重視金融控股公司之專業性。金融控股公司企業領導人的負面新聞將影響顧客滿意度。 3、企業最重視資料保密及產品完整性,現今金融控股公司於資料保密上企業顧客滿意度最高。服務品質是最可提升企業顧客滿意度之經營因素。 4、各產業以化工生技及電子產業之滿意度最高,此兩種產業在現今皆為熱門產業,顯示金融控股公司旗下子公司面對不同產業會給予不同待遇。 5、企業顧客滿意度對金融控股公司之影響僅在總資產週轉率、資產報酬率及營業額成長幅度上有所影響,其餘皆無顯著影響。

並列摘要


The purposes of the research are trying to discuss what relationship among corporate strategic factors, customer satisfaction of enterprise and corporate performance for Taiwan Financial Holding Companies. By reviewing literature, corporate strategic factors discriminate three constructs: corporate scale, corporate image and product operating. We obtained the result of statistical analyses by the returning 85 copies of enterprise samples, the customers of Financial Holding Company. Results of statistical analyses provided five conclusions as follows: 1. Enterprise identify corporate strategic factors of Financial Holding Company with expend channel and complete the category of its subsidiary. The corporate scale of Financial Holding Company is huger, and the customer satisfaction of enterprise is more satisfied. 2. Enterprise place importance on the profession of Financial Holding Company. The bad news of CEO of Financial Holding Company can effect the customer satisfaction of enterprise. 3. Enterprise place importance on keeping date secret and completing the type of financial product. The customer satisfaction of enterprise is most satisfied in keeping date secret. And the quality of service can advance customer satisfaction of enterprise. 4. The customer satisfaction of chemical industry and electronic industry, the high-tech industry, is most satisfied. So there are different treatments between different industries. 5. The customer satisfaction of enterprise would affect total assets turnover, return total assets and sales growth rate of Financial Holding Company.

參考文獻


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被引用紀錄


吳健德(2007)。運用資料包络法及PZB模型衡量金控銀行與獨立銀行內外表現差異之研究〔碩士論文,國立臺北科技大學〕。華藝線上圖書館。https://www.airitilibrary.com/Article/Detail?DocID=U0006-2206200714371800
吳佳玲(2009)。服務品質、品牌形象、顧客滿意度與顧客忠誠度之研究-銀行業實證〔碩士論文,國立臺北科技大學〕。華藝線上圖書館。https://www.airitilibrary.com/Article/Detail?DocID=U0006-2307200923531300

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