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Title: An analysis of customer contribution in a bank
Authors: Shang, Shari S. C.;Wu, Y.-L.
Contributors: 資管系
Keywords: Despite the debate over whether customer satisfaction enhances business benefits, due to difficulties in data collection, little research has investigated the relationship between customer satisfaction and customer contribution. This study examined 373 valid bank customer samples of individual customer product/service satisfaction and their related contribution. Major findings are that the customer satisfaction, be it with the product or services, has no significant influence on customer contribution. Individual attributes, such as customer assets, however, are significantly related to customer contribution. This finding has implications for the general understanding that the higher the customer satisfaction, the greater the business benefits. Customer satisfaction has become a fundamental target of business practice. Banks that desire to increase and sustain customer contribution should pay specific attention to different customer assets and provide satisfying products and services to fulfill customer needs. © 2011 IEEE.
Date: 2010
Issue Date: 2015-06-29 17:50:11 (UTC+8)
Relation: Proceedings - 2011 8th International Conference on Information Technology: New Generations, ITNG 2011, 2010, 論文編號 5945346, Pages 845-850, 2011 8th International Conference on Information Technology: New Generations, ITNG 2011; Las Vegas, NV; United States; 11 April 2011 到 13 April 2011; 類別編號E4367; 代碼 85923
Data Type: conference
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Appears in Collections:[資訊管理學系] 會議論文

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