台灣銀行業財富管理服務品質差異性研究-以外商A銀行與本土C銀行為例

THE STUDY OF THE DIFFERENCES IN SERVICE QUALITY OF WEALTH MANAGEMENT IN TAIWAN BANKS’ INDUSTRY- USING FOREIGN BANK A AND LOCAL BANK C AS EXAMPLE

林玫君(Mei-Chun Lin)

指導教授 ： 李弘暉

元智大學/管理學院/管理研究所/碩士(2008年)

摘要

本研究擬研究台灣銀行業財富管理服務品質差異性研究-以外商A銀行與本土C銀行為例欲達成的目的包括:

一、研究本土銀行與外商銀行財富管理服務品質實務上有何不同?客戶的感受為何?滿意度為何?

二、研究本土銀行與外商銀行財富管理顧客關係維護實務上有何不同?客戶的感受為何?滿意度為何?

三、研究本土銀行與外商銀行財富管理忠誠度為何?客戶的感受為何?滿意度為何?

研究結果顯示，本土銀行C銀行為例，其服務品質、客戶關係管理、顧客忠誠度上的滿意度都落後於荷蘭銀行，顯示其仍有進步的空間。

關鍵字

服務品質

並列摘要

This study is to understand the differences in service quality of wealth management in Taiwan banks’ industry- the study includes:

1.To understand the differences in service quality in wealth management between local banks and foreign banks. How do the customers feel? How satisfied are the customers?

2.To understand the differences of maintenance in customers relationship in wealth management between local banks and foreign banks. How do the customers feel? How satisfied are the customers?

3.To understand the loyalty of customers in wealth management between local banks and foreign banks. How do the customers feel? How satisfied are the customers?

The research shows: the service quality/maintenance of customer relationship/loyalty of customers/and the satisfaction of customers of ABN-AMRO Bank, are better than local Bank C, which indicates that local Bank C needs to improve.

並列關鍵字

SERVICE QUALITY

參考文獻

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