THE ANTECEDENTS OF CUSTOMER RELATIONSHIP IN E-BANKING INDUSTRY

文化大學機構典藏 CCUR > 商學院 > 企業管理學系暨國際企業管理研究所 > 期刊論文 > Item 987654321/24066

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题名:	THE ANTECEDENTS OF CUSTOMER RELATIONSHIP IN E-BANKING INDUSTRY
作者:	Kuo, TH (Kuo, Tsung-Hsien)
贡献者:	Dept Intl Bus Adm
关键词:	Online banking Technology readiness Customer relationship management Relationship quality
日期:	2011-03
上传时间:	2013-01-24 14:44:31 (UTC+8)
摘要:	The present study investigates (1) the effect of the bank customer's personal factors (gender, age, educational background) on their perception of their technology readiness (TR), customer relationship management (CRM) of the financial services and relationship quality (RQ) with the bank, and (2) the relationships among TR, CRM, and RQ. This study conducts an empirical study of customers from 12 local banks (n = 713) in Taiwan. Results show that personal factors significantly influence TR and CRM. The study also learns that TR has a significant impact on CRM and RQ, and CRM has significant influences on RQ.
關聯:	JOURNAL OF COMPUTER INFORMATION SYSTEMS 卷: 51 期: 3 頁數: 57-66
显示于类别:	[企業管理學系暨國際企業管理研究所] 期刊論文

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