文章基本信息

标题：SEM-based Customer Loyalty Model: An Empirical Analysis with IT Enabled Financial Industries
本地全文：下载
作者：Wang Wei ; Lu Ke-bin
期刊名称：International Journal of Hybrid Information Technology
印刷版ISSN：1738-9968
出版年度：2016
卷号：9
期号：6
页码：91-106
DOI：10.14257/ijhit.2016.9.6.08
出版社：SERSC
摘要：The Comprehensive analysis includes the development of personal financial services under IT environment and the effect of personal financial services in the banking industry, Through the questionnaire survey, the factors affecting the loyalty of personal financial services on commercial banks were collected, Using the structural equation model to analyze, The process quality, customer satisfaction, customer age, monthly income and the degree of customers culture .All of them have an effect on the loyalty of personal financial service in the banking industry, And the technical quality, the customer gender has not directly affect the personal loyalty to financial service, And the commercial banks' personal financial services are proposed to base on the technical quality and the process quality of service proposal, increase customer loyalty.
关键词：individual financial services; loyalty of customers; structural equation ; model