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題名：影響銀行顧客關係慣性與顧客忠誠度因素之關聯性模式
書刊名：中華管理學報
作者：鄭青展 引用關係／陳坤志／鍾千惠
作者(外文)：Cheng, Ching-chan／Chen, Kun-chih／Chung, Chien-hui
出版日期：2008
卷期：9:3
頁次：頁23-50
主題關鍵詞：銀行業；關係慣性；顧客忠誠度；實體銀行；網路銀行；Banking industry；Inertia；Customer loyalty；Physical bank；Internet bank
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(1) 博士論文(1) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:1
  • 共同引用共同引用:16
  • 點閱點閱:80
本研究試圖探討銀行業關係慣性對顧客忠誠度的關聯性，並找出影響兩項變數之前因變項，並比較影響實體銀行和網路銀行顧客關係慣性與顧客忠誠度關聯性模式差異性。本研究以實體銀行及網路銀行消費者為研究對象，分別取得172份及154份有效問卷，並經由結構方程模式分析得知，在整體方面，消費頻率及服務便利性對顧客關係慣性有顯著地影響，且關係慣性對顧客忠誠度亦有顯著地影響。另外，消費頻率、銀行利率和手續費對於實體銀行顧客關係慣性之形成有較顯著地影響，而消費頻率和服務便利性對於網路銀行顧客關係慣性之形成有較顯著地影響。
This study attempts to explore the relations between the inertia of the relevance of customer loyalty, and identified the impact of the two variables before because of variables, and compares the impact of banking and Internet banking entity customer relationship and customer loyalty relevance of the habitual mode of difference. In this study, banking and Internet banking entities for the study of consumers, made 172 and 154 valid questionnaires respectively, through the analysis of structural equation model, In general, the frequency of use and convenience of the customer service relations have significantly affected inertia, and the relations between the inertia of a significant impact on customer loyalty. In addition, the frequency of use, bank interest rates and fees for banking entity customer relationship inertia of the formation of a more significant influence, and the frequency of use and convenience of services for Internet banking customer relationship inertia of the formation of a more significant influence.
期刊論文
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研究報告
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學位論文
1.魏志仲(2005)。服務業關係發展關鍵因素之研究(碩士論文)。東海大學。  延伸查詢new window
2.葉宴伶(2005)。消費者購買行為對顧客滿意度與顧客忠誠度之關連性研究--以冷凍調理食品產業為例(碩士論文)。中原大學。  延伸查詢new window
3.Gremler, Dwayne D.(1995)。The Effect of Satisfaction, Switching Costs, and Interpersonal Bonds on Service Loyalty(博士論文)。Arizona State University，Tempe, Arizona。  new window
圖書
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其他
1.(20080309)。從大街轉移到網路--银 行建立品牌形象與顧客忠誠度的另一戰場，http://www2.acnielsen.com/site/index.shtml。  延伸查詢new window
2.資策會FIND/經濟部技術處(20080309)。創新資訊應用研究計畫，http://www.find.org.tw/find/home.aspx， 。  延伸查詢new window
圖書論文
1.Brown, R.(1990)。Politeness Theory Exemplar and Exemplary。The Legacy of Solomon Asch: Essays in Cognition and Social Psychological。Hillsdale, NJ：Erlbaum。  new window
 
 
 
 
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