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The defense date of the thesis is 2007-07-23
The current date is 2019-03-22
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URN etd-0723107-150345 Statistics This thesis had been viewed 2085 times. Download 25 times. Author Hsin-Ting Ho Author's Email Address No Public. Department Management Business Administration Year 2006 Semester 2 Degree Master Type of Document Master's Thesis Language Chinese&English Page Count 124 Title THE STUDY ON CUSTOMER VALUE AND CUSTOMER RELATIONSHIP MANAGEMENT PERFORMANCE: A CUSTOMER-BASED PERSPECTIVE FROM BANKING INDUSTRY IN TAIWAN Keyword CRM customer value customer satisfaction customer loyalty customer loyalty customer satisfaction customer value CRM Abstract The fierce phenomenon of financial industries is getting competitive day by day in recent years. Every large bank must gain the factors of effective competitive strategy to make the competition advantage. So, this research find out the factors of influencing customer's value to raise that can transform it into the motive force to bring up customer loyalty then can be produce the competitive advantages. This research expects to through the financial industries, and the customer cause of using their products or services and customer with the exchanged relationship, to discuss the customer relationship strategies of enterprises from the view of customer. Because if enterprises can use the effective relationship strategies, can create a unique and valuable position, produce the competition advantage through combining various kinds of activities in enterprises. Then this study hope that can help they make further progress in operationally sustainable trip.
This study to discuss how the customer‘s perceive customer value of financial industries has effect on the performance of CRM (customer satisfaction and customer loyalty). This study adopts SPSS14.0 and AMOS6.0 to test the each .hypothesis. This study find that：(1) The different stratum customers had no difference in their perceive customer value, customer satisfaction and customer loyalty. (2) The customer value has positive effect on customer satisfaction and customer loyalty, meanwhile the customer satisfaction has positive effect on customer loyalty, too. So, the customer satisfaction has the complete medium effect in this model. (3) The functional value, emotional value and perceived sacrifice of the customer value had strong effect on the customer satisfaction in relatively. (4)The social value had strong effect on the customer loyalty in relatively.
Advisor Committee Nan-Hong Lin - advisor
Files Date of Defense 2007-06-28 Date of Submission 2007-07-23