跳到主要內容

臺灣博碩士論文加值系統

(44.200.86.95) 您好!臺灣時間:2024/05/28 08:38
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果 :::

詳目顯示

: 
twitterline
研究生:盧曉雷
研究生(外文):Hsiao Lei Lu
論文名稱:證券公司股務代理機構服務品質之研究
論文名稱(外文):School of Business, Executive MBA Program in General Finance Chang Gung University Master Thesis
指導教授:鄧景宜鄧景宜引用關係
指導教授(外文):C. I. Teng
學位類別:碩士
校院名稱:長庚大學
系所名稱:商管專業學院碩士學位學程在職專班財務金融組
學門:商業及管理學門
學類:財務金融學類
論文種類:學術論文
論文出版年:2014
畢業學年度:102
論文頁數:45
中文關鍵詞:股務代理服務品質顧客滿意顧客忠誠度
外文關鍵詞:Stock Affairs AgentService QualityCustomer SatisfactionCustomer Loyalty
相關次數:
  • 被引用被引用:0
  • 點閱點閱:207
  • 評分評分:
  • 下載下載:46
  • 收藏至我的研究室書目清單書目收藏:1
股東法律上的地位,稱為股東權。股東權之行使視為股東的權益,為保護股東權利行使不受到侵害,「股務」為股東事務之處理,即成為股東權利行使或不受侵害的具體表現。
而面對日益競爭的證券產業,如何讓股務代理機構收益持續成長,視為證券公司營運收入的重要指標,本研究係以有股務代理機構代辦股務的公司為對象,針對服務的內容,採取問卷調查的方式,本測試有效問卷83份。以服務品質分為可靠性、保證性、反應性、關懷性、有形性等五個構面,並以這五大構面與顧客滿意、忠誠作關聯性連結探討,研究發現回應性和關懷性與服務滿意有明顯的正向關係,保證性與忠誠有明顯的正向關係,不支持有形性與顧客滿意和忠誠有正向關係,顧客滿意與顧客忠誠有高度相關的正向關係。
為了改善服務品質,建議管理者可以透過下列方式來增進顧客滿意與忠誠:1.教育服務人員有足夠的專業知識、2.加強對客戶的關懷、3.協助公司董事、監察人、經理人、大股東理財規劃、4.加強資訊安全管理、5.加強股東會電腦化支援、6.提升股務系統電腦設備效能、7.建立信任、8.依照客戶重視服務面向的排序,來改善服務品質。

Excising shareholders’ rights has been one of the entitlements for shareholders. In order to protect shareholders' rights and interests from being harmed, "Stock Affairs" performs the intermediation to excise shareholders’ rights and the firewall to keep infringement away.
How to grow the profits brought by Stock Affairs Agency Institution from the growing competition has been regarded as an important goal for operating income generating. This research collects data from those Stock Affair Departments, and is aiming at all kinds of services provided by Stock Affair. There are 83 valid samples in the questionnaires. Reliability, Assurance, Responding, Empathy, and Tangibility, conform to the subject of Customer Satisfaction and Loyalty. The study found that Responding and Empathy have positive correlation with Customer Satisfaction, and Assurance has positive correlation with Loyalty, but did not support that a similar effect exists between Tangibility and Customer Satisfaction and Loyalty. As a conclusion, positive correlation is highly relevant between Customer Satisfaction and Customer Loyalty.
Improving the service quality, managers can improve customer satisfaction and loyalty through the followings: 1. Educate the service team more professional, 2. Strengthen care for customers, 3. Assist the company directors, supervisors, managers, large shareholders with financial planning, 4. Emphasize information security management, 5. Computerization of shareholders' committee, 6. Promote the efficiency of computer system and equipment, 7. Build up trust, 8. Improve service quality with customers-oriented methods.

指導教授推薦書 i
口試委員會審定書 ii
致謝 iii
摘要 iv
Abstract v
目 錄 vi
圖 目 錄 viii
表 目 錄 ix
第一章 前言 1
第二章 文獻回顧 4
2.1 服務品質 4
2.2 服務品質與顧客滿意度 5
2.3 顧客忠誠 8
2.4 顧客滿意度與顧客忠誠 9
第三章 假說發展 10
第四章 研究方法 14
4.1 樣本與資料收集過程 14
4.2 測量 15
4.3 變數間的相關性 17
第五章 分析結果 18
5.1 人口統計分布 18
5.2 假說檢定 20
第六章 討論與結論 24
6.1 主要發現 24
6.2 理論意涵 24
6.3 管理意涵 26
6.4 研究限制與未來研究 29
6.5 結論 29
參考文獻 30

圖 目 錄
圖1:研究架構 13

表 目 錄
表1:各文獻所示之服務品質構面 6
表2:信度分析結果 16
表3:效度分析結果 16
表4:各變數間的相關係數表 17
表5:人口統計分布分析 18
表6:顧客滿意度檢定 20


吳橞瑄(2009),銀行顧客滿意度與忠誠度之研究-以台灣F商業銀行為例,玄奘大學國際企業學系碩士班碩士論文。
林世彬(2011),網站服務品質對顧客滿意度與顧客忠誠度之研究-以證券業為例,開南大學商學院碩士在職專班碩士論文。
黃品潔(2009),網站服務品質對顧客滿意度與顧客忠誠度之研究-以證券業為例,東吳大學企業管理學系碩士論文。
楊凱迪(2010),企業與品牌形象、服務品質、顧客滿意度、轉換成本與轉換意圖之相關性研究-以證券業為例,樹德科技大學金融與風險管理系碩士班碩士論文。
劉明賢(2009),證券商之服務品質、知覺價值對顧客滿意度及顧客忠誠度影響之研究,國立政治大學管理碩士學程碩士論文。
謝松益(2006),永續經營理念與人力選訓用留之管理模式研究,國立交通大學工業工程與管理系博士論文。
Anderson, R. E., &; Srinivasan, S. S. (2003). E-satisfaction and e-loyalty: A contingency framework. Psychology &; Marketing,20(2),123-138.
Atuahene-Gima, K., &; Murray, J. Y. (2004). Antecedents and outcomes of marketing strategy comprehensiveness. Journal of Marketing, 68(4), 33-46.
Baker, D. A., &; Crompton, J. L. (2000). Quality, satisfaction and behavioral intentions. Annals of Tourism Research, 27(3), 785-804.
Bettencourt, L. A. (1997). Customer voluntary performance: Customers as partners in service delivery. Journal of Retailing, 73(3), 383-406.
Binter, M. J. (1995). Building service relationship: It’s all about promises. Journal of the Academy of Marketing, 58(10), 95-106.
Bodet, G. (2008). Customer satisfaction and loyalty in service: Two concepts, four constructs, several relationships. Journal of Retailing and Consumer Services, 15(3), 156-162.
Boone, L. E., &; Kurtz, D. L. (2001). Contemporary marketing wired . Orlando, FL: Dryden Press, 165-181.
Bowen, J. T., &; Chen, S. L. (2001). The relationship between customer loyalty and customer satisfaction. International Journal of Contemporary Hospitality Management, 13(5), 213-217.
Brady, M. K., &; Cronin, Jr., J. J. (2001). Customer orientation: Effects on customer service perceptions and outcome behaviors. Journal of Service Research, 3(3), 241-251.
Carrillant, F. A., Jaramillo, F., &; Mulki, J. P. (2009). Examining the impact of service quality meta-analysis of empirical evidence. Journal of Theory and Practice, 17(2), 95-110.
Chandrashekaran, M., Rotte, K., Tax, S. S., &; Grewal, R. (2007). Satisfaction strength and customer loyalty. Journal of Marketing Research, 44(1), 153-163.
Choi, D., &; Kim, J. (2004). Why people continue to play online games: In search of critical design factors to increase customer loyalty to online contents. CyberPsychology &; Behavior, 7(1), 11-24.
Crosby, L. A., Evans, K. R., &; Cowles, D. (1990). Relationship quality in services selling: An interpersonal influence perspective. Journal of Marketing, 54(7), 68-81.
Dick, A. S., &; Kunal, B. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(1), 99-113.
Drucker, P. F. (1950). The new society. London, UK: William Heinemann.
Eshghi, A., Haughton, D., &; Topi, H. (2007). Determinants of customer loyalty in the wireless telecommunications industry. Telecommunications Policy, 31(2), 93-106.
Flint, D. J., Woodruff, R. B., &; Gardial, S. F. (1997). Customer value change in industrial marketing relationships: A call for new strategies and research. Industrial Marketing Management, 26(2), 163-175.
Fonvielle, W. (1997), “How to Know What Customers Really Want,” Training and Development, 5(19), 40-44.
Fornell, C., Rust, R. T., &; Dekimpe, M. G. (2010). The effect of customer satisfaction on consumer spending growth. Journal of Marketing Research, 47(1), 28-35.
Garbarino, E., &; Johnson, M. S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, 63(2), 70-87.
Gremler, D. D., &; Gwinner, K. P. (2000). Customer-employee rapport in service relationship. Journal of Service Research, 3(1), 82-104.
Griffin, J. (1995). Customer loyalty: How to earn it, to keep it. New York, NY: Jossey-Bass.
Hernon, P. N., Danuta, A., &; Altman, E. (1988). Service quality and customer satisfaction: An assessment and future directions. Journal of Academic Librarianship, 25(1), 9-17.
Heskett, J. L. (2002). Beyond customer loyalty. Managing Service Quality, 12(6), 355-357.
Howard, J. A. &; Sheth, J. N. (1969). The Theory of Buyer Behavior.John Wiley &; Scons Inc.New York, NY.
Jacobson, R., &; Aaker, D. A. (1987). The strategic role of product quality. Journal of Marketing, 51(4), 31-45.
Johnson, M. D., Gustafsson, A., Andreassen, T. W., Lervik, L., &; Cha, J. (2001). The evolution and future of national customer satisfaction index model. Journal of Economic Psychology, 22(2), 217-245.
Kandampully, J. (1998). Service quality to service loyalty: A relationship which goes beyond customer service. Total Quality Management, 9(6). 431-443.
Kim, M. K., Park, M. C., &; Jeong, D. H. (2004). The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services. Telecommunications Policy, 28(2), 145-159.
Koivumaki, T., Ristola, A., &; Kesti, M. (2008). The effects of information quality of mobile information services on user satisfaction and service acceptance-empirical evidence from Finland. Behavior &; Information Technology, 27(5), 375-385.Kotler, P., &; Armstrong, G. (1996). Principles of marketing, 7th ed., New Jersey: Prentice-Hall International, Inc.
Kotler, P. (1999). Marketing Management (9th ed.). New Jersey: Prentice Hall.
Kotler, P. (2011). Marketing management: Analysis, planning, implementation and control. Englewood Cliffs, NJ: Prentice-Hall.Liu, S.-F., Wang, W.-C., &; Chen, Y.-H. (2009). Applying store image and consumer behavior to window display analysis. Journal of the American Academy of Business, Cambrige, 14(2), 70-74.
McNeill, R. (1993). TQM and Northern Arizona University. Cornell Hotel and Restaurant Administration Quartrtly, 34(6), 92.
Meirovich, G., &; Bahnan, N. (2008). Production/service quality and emotional aspect of customer satisfaction. Academy of Management Proceedings, 1-6.
Oliver, R. L. (1993). Cognitive, affective and attribute bases of the satisfaction response. Journal of Consumer Research, 20(3), 418-430.
Oliver, R. L. (1997). Emotional expression in the satisfaction response. In: Oliver R. L. (ed.) Satisfaction: A behavioral perspective on the consumer (pp. 291-325). Boston, MA: Irwin/McGraw-Hill.
Ostrom, A., &; Iacobucci, D. (1995). Consumer trade-offs and the evaluation of services. Journal of Marketing, 59(1), 17-28.
Parasuraman, A., Zeithaml, V. A., &; Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perception of service quality. Journal of Retailing, 64(1), 12-40.
Parasuraman, A., Zeithaml, V. A., &; Berry, L. L. (1994). Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria. Journal of Retailing, 70(3), 201-230.
Patterson, P. G., Cowley, E., &; Prasongsukarn, K. (2006). Service failure recovery: The moderating impact of individual-level cultural value orientation on perceptions of justices. International Journal of Research in Marketing, 23(3), 263-277.
Reichheld, F., &; Sasser, W. E., Jr. (1990). Zero defections: Quality comes to services. Harvard Business Review, 68(5), 105-111.
Reimann, M., Lünemann, U., &; Chase, R. (2008). Uncertainty avoidance as a moderator of the relationship between perceived service quality and customer satisfaction. Journal of Service Research, 11(1), 63-73.
Seybold, P. B., &; Marshak, R. (2000). Customers.com: How to create a profitable business strategy for the internet and beyond. London, UK: Random House, Audio Books.
Swan, J. E., &; Combs, L. J. (1976). Product performance and consumer satisfaction: A new concept. Journal of Marketing, 40(2), 25-33.
Too, L. H., Souchon, A. L., &;Thirkell, P. C. (2001). Relationship marketing and customer loyalty in a retail setting: A dyadic exploration. Journal of Marketing Management, 17(3-4), 287-319.
Voss, G. B., Godfrey, A., &; Seiders, K. (2010). How complementarity and substitution alter the customer satisfaction-repurchase link. Journal of Marketing, 74(6), 111-127.
Wakefield, R.L. (2001). Service quality. The CPA Journal, 71(8), 58-60.
Zeithaml, V. A., Berry, L. L., &; Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46.
Zeithaml, V. A., &; Bitner, M. J. (1996). Service marketing. New York, NY: McGraw-Hill.
Zhou, T., &; Lu, Y. (2011). Examining mobile instant messaging user loyalty from the perspectives of network externalities and flow experience. Computers in Human Behavior, 27(2), 883-889.

連結至畢業學校之論文網頁點我開啟連結
註: 此連結為研究生畢業學校所提供,不一定有電子全文可供下載,若連結有誤,請點選上方之〝勘誤回報〞功能,我們會盡快修正,謝謝!
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
無相關期刊