頁籤選單縮合
題 名 | Applying GRA and Path Analysis Jointly to Analyzing Bank's Wealth Management Department |
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作 者 | Hsu, Ker-tah; Lai, Chih-sung; | 書刊名 | Journal of Grey System |
卷 期 | 13:2 2010.06[民99.06] |
頁 次 | 頁69-76 |
分類號 | 496.7 |
關鍵詞 | Service quality; Customer satisfaction; Customer loyalty; Grey relational analysis; Path analysis; |
語 文 | 英文(English) |
英文摘要 | The wealth management departments of banks increasingly look to service quality, customer satisfaction and customer loyalty as keys to making profit. The one purpose of this paper's is to study the relationships among service quality offered by the department of wealth management of banks, customer satisfaction and customer loyalty. The other purpose of this study is therefore to find a way to apply GRA and path analysis jointly. Service quality, customer satisfaction and customer loyalty are latent variables. Grey relational analysis (GRA for short) is used to obtain the integrated indexes of these latent variables. The topology-based GRA proposed by Yamaguchi, Li and Nagai is used in this study. The path analysis of regression approach, which is composed of a series of relevant regressions, is applied to analyze the above mentioned relationships. The results are similar with those presented in the previous literature. So using GRA to calculate the integrated indexes of latent variables before path analysis is a practicable method. |
本系統中英文摘要資訊取自各篇刊載內容。