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
Other Title: How do proactive services affect consumers’ satisfaction and investment behavior? : study of the personal finance investment maker
Advisors: 张绪彬 (MM)
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
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。
Rights: All rights reserved
Access: restricted access

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