臺灣博碩士論文加值系統

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。

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.

目錄
書名頁 ……………………………………………………… i
論文口試委員審定書 ……………………………………… ii
授權書 ……………………………………………………… iii
中文提要……………………………………………………… iv
英文提要……………………………………………………… v
誌謝 ………………………………………………………… vi
目錄 ………………………………………………………… vii
表目錄………………………………………………………… viii
圖目錄………………………………………………………… ix

第一章 緒論…………………………………………………… 1
第一節 研究動機……………………………………………… 1
第二節 研究目的……………………………………………… 5
第三節 研究架構……………………………………………… 6
第二章 理論與文獻探討……………………………………… 7
第一節 服務品質之探討……………………………………… 7
第二節 顧客關係管理與顧客忠誠度之探討………………… 12
第三節 本國財富管理銀行的競爭環境探討………………… 23
第三章 研究方法……………………………………………… 29
第一節 研究方法……………………………………………… 29
第二節 資料來源與收集……………………………………… 29
第一節 研究限制……………………………………………… 32
第四章 本土與外商財富管理銀行之服務品質差異………… 32
第一節 本土與外商財富管理銀行之服務品質……………… 34
第二節 本土與外商財富管理銀行的貴賓權益與顧客關係管理39
第三節 本土與外商財富管理銀行的顧客忠誠度…………… 50
第五章 結論與建議…………………………………………… 56
第一節 研究結論……………………………………………… 56
第二節 研究建議……………………………………………… 58

參考文獻 ………………………………………………………… 59
深度訪談 ………………………………………………………… 63
問卷調查 ………………………………………………………… 67
附錄
統計分析資料 …………………………………………………… 69

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