In the consumer consciousness to surge upward, the product to weed through the old to bring forth the new unceasingly, under the market environment fast icissitude time, wants to maintain the customer loyalty to have all the more difficult tendency. Hence, how to
maintain good relationship with customers to strength their willingness to frequent communicate with back has become very important. Therefore for various bank raises one's head in the competition intense environment, then with every effort develops each service, provides measures the financial service and the related product for the customer which the body subscribes does, hoped that can establish the long-time relations.
Motivation of this research is to investigate correlations among customer relationship
management, customer satisfaction, and customer loyalty from customers¡¦ point of view
and through questionnaire to understand credit card holders¡¦ recognized feelings while interacting and communicating with the issued bank. The research targets are credit card holders live in Tai Chung city. The available sample size is 385, this research main analysis result is altogether as follows:
First, the partial demographic variables are related to credit card holding situations.
The results could be a reference for operator in planning for related marketing strategy
Second, the partial demographic variables and credit card holding situations have significant differences to customer relationship management, customer satisfaction and customer loyalty.
Third, There is positive relationship customer satisfaction and customer relationship.
Customer satisfaction affects customer relationship, which means when customers recognize credit card issuing bank more then the relationship will show betters. Discovered according to this findings that the customer will relate the management truly to affect the
customer loyalty, and the customer service, the interactive emotion, support processing and
the technology will display these four construction surface are also the consumer take
seriously.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0614107-233642 |
| Date | 14 June 2007 |
| Creators | Chang, Yu-hsuan |
| Contributors | Hsien-lang Zeng, Ming-jhang Weng, Jai-his Weng |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0614107-233642 |
| Rights | campus_withheld, Copyright information available at source archive |
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