Author

  • Chun-Chu Liu

    • Graduate School Business and Operation Management, Chang Jung Christian University
    • Taiwan, Province of China

  • Li-min Chuang

    • Graduate School Business and Operation Management, Chang Jung Christian University
    • Taiwan, Province of China

  • Chien-min Huang

    • Graduate School Business and Operation Management, Chang Jung Christian University
    • Taiwan, Province of China

Abstract

This study is based on customer relationship management (CRM). The purpose of the study is to explore the relationship between customer relationship and job satisfaction of financial specialists in perspective of customer treatment satisfaction. The study on customer relationship is divided into five aspects, which are awareness, exploration, expansion, commitment, and dissolution. Job satisfaction is divided into two aspects including internal and external satisfaction. The relationship of the aspects is studied through questionnaires, descriptive statistics, and multiple regression analysis. Results show that CRM and the financial specialist’s satisfaction have significant effects to the financial specialists and customer relationship and the financial specialists and customers satisfaction. Therefore, we would propose to the decision-makers of banks the following recommendations on enforcement of CRM in banks and increase of the financial specialist’s work satisfaction.

Keywords

References

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How to Cite

Liu, C.-C., Chuang, L.- min, & Huang, C.- min. (2012). The Relationship between Work Satisfaction and Service Satisfaction in Perspective of Financial Specialist-Customer Relationship. Information Management and Business Review, 4(8), 434-443. https://doi.org/10.22610/imbr.v4i8.998

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Copyright (c) 2012 Chun-Chu Liu, Li-min Chuang, Chien-min Huang (Author)

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Research Paper

Published in

Vol. 4 No. 8 (2012) Entrepreneurship, Efficiency & Customer Relations View issue contents

Published

2012-08-15

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