主动服务对个人理财客满意度和投资行为影响的研究

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主动服务对个人理财客满意度和投资行为影响的研究

 

Author: 熊博
Xiong, Bo
Title: 主动服务对个人理财客满意度和投资行为影响的研究
Zhu dong fu wu dui ge ren li cai ke man yi du he tou zi xing wei ying xiang de yan jiu
How do proactive services affect consumers’ satisfaction and investment behavior? : study of the personal finance investment maker
Degree: D.Mgt.
Year: 2014
Subject: Hong Kong Polytechnic University -- Dissertations
Finance, Personal
Consumer satisfaction
Department: Graduate School of Business
Pages: v, 2, 84 leaves : charts ; 30 cm
Language: Chinese
InnoPac Record: http://library.polyu.edu.hk/record=b2778078
URI: http://theses.lib.polyu.edu.hk/handle/200/7833
Abstract: 人们普遍认为企业的服务可以帮助公司提高客感知价值、满意度和忠诚度。然而在个人金融投资行业,投资决策通常由客自己决定,因此公司提供的服务,对客的投资收益或损失的影响可能很弱。本文的目的是探讨在这样的情况下服务如何影响客满意度和客行为。本文基于对客满意度和客行为自2013年到2014年搜集到的626个数据样本进行研究。分析表明结果显示:1、主动服务与客满意度呈现出正相关的关系;2、客投资收益与客满意度呈现出正相关的关系;3、主动服务与客投资收益对客满意度没有显著交互作用;4、客满意度与客投资行为中的佣金折扣呈现出正相关的关系,对客投资行为中的重复购买和增加使用没有显著相关关系;5、客投资收益与客投资行为中重复购买呈现出正相关的关系,客投资收益对增加使用呈现出负相关的关系,对客投资行为中的佣金折扣没有显著相关关系;6、主动服务与客投资行为中重复购买和增加使用呈现出正相关的关系,对客投资行为中的佣金折扣没有显著相关关系。本文对理论贡献和对管理的影响也进行了讨论。

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