追求顧客滿意度極大化向來是企業提升獲利的首要方法，相關研究中亦顯示提高整體顧客滿意度有助於企業整體營運績效提升。然或囿於資料蒐集不易等因素，針對個別顧客之滿意度高低是否實際上能影響其貢獻度的研究卻付之闕如。本研究欲探討顧客滿意度與其貢獻度是否存在明顯之關聯性，故先依據過去學者針對滿意度所提出的理論基礎，修正調整後進行顧客滿意度調查，再針對相對應顧客之實際交易行為進行分析，期望能為缺乏相關研究的顧客滿意度及顧客貢獻度之關聯性，做出學術上的貢獻，並對現在蓬勃發展的銀行理財業務，提出具體的建議。 / 本研究針對個案銀行顧客發放3,000份滿意度調查問卷，並比對回收有效問卷（有效問卷共373份）之個別客戶實際貢獻度資料。本研究主要發現及建議如下： / 一、提高個別顧客的滿意度無法顯著提升（或僅能微幅影響）其貢獻度。
（一）目前銀行業者為了提高顧客滿意度所進行各式各樣的投資，並不具有太多的實質效益，對於現今銀行業發展財富管理的方向而言，不啻為一種警訊。
（二）未來業者發展財富管理業務，不能只把重心放在如何提高顧客滿意度上，或誤認企業獲利的目標等同於顧客滿意度的提升。
（三）銀行業者未來應該將資源分散，不盲目的集中於提升顧客滿意度的投資上，而是積極的尋找其他能真正創造顧客貢獻度的投資標的，諸如經營體質的強化、風險控管的落實、企業形象的提升等。 / 二、在台灣，由於大多數顧客同時與一家以上的金融機構有存款、投資等業務往來，在銀行業務極為競爭的年代，為免造成客戶的移轉或流失，維持與同業相當的顧客滿意度水準仍十分重要。 / 三、產品品質、服務品質與顧客滿意度皆有正向影響，而由於服務業的行業特性，影響銀行業顧客滿意度的主要因素仍為服務品質。本研究建議銀行業者若要藉由提升產品品質、服務品質，來提升顧客滿意度，應特別重視專業度、實體設施，以及產品多樣性這些方面的提升。 / Increasing customer satisfaction has become the guiding principle for many enterprises in order to maximize their profit. Although many researchers have conducted studies regarding the relationship between customer satisfaction and profitability, these studies are mainly focused on the organizational level, comparing organizational performance with customer satisfaction across firms. In contrast, there is limited evidence of the relationship between customer satisfaction and customer contribution at the individual level. In other words, we are not sure whether more-satisfied customers really bring in more profit. / This empirical study examines the correlation between customer satisfaction and customer contribution at the individual customer level. Combining both customer satisfaction survey results and archived customer contribution data, the study examined responders’ satisfaction with their actual contribution to firm profits. / The case studied is a large bank in Taiwan. By sending out 3,000 questionnaires to customers of the consumer banking services, we collected 373 effective responses. The empirical results of this study are as follows. / Both product quality and service quality have positive effects on customer satisfaction, but service quality is more important than product quality in the retail banking business. It was determined that the top three effective ways to improve customer satisfaction are to improve professionalism of financial advisors, to make the facility more customer friendly and more comfortable, and to offer a greater diversity of financial products. However, the findings also indicate that customer satisfaction has very low correlation or even no significant correlation with individual customer contribution. / Although banks today invest much in creating customer satisfaction, this strategy may not be the way to achieve profit maximization. There are numerous other issues involved in profitability increase, including managerial efficiency, corporate governance, corporate image, etc. In fact, the most important factor that influences bank customers’ investment decisions may be the state of the economy (i.e., the stage of the business cycle) rather than customer satisfaction.
| Identifer | oai:union.ndltd.org:CHENGCHI/G0095932313 |
| Creators | 黃榆菁 |
| Publisher | 國立政治大學 |
| Source Sets | National Chengchi University Libraries |
| Language | 中文 |
| Detected Language | English |
| Type | text |
| Rights | Copyright © nccu library on behalf of the copyright holders |
Page generated in 0.002 seconds