| 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 |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| b27780788.pdf | For All Users (off-campus access for PolyU Staff & Students only) | 829.41 kB | Adobe PDF | View/Open |
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