消費者の銀行個人用ローンサービスに対する品質評価と満足度

概要

論文の詳細を見る
The purposes of this study are to examine if there is a difference in the service quality evaluations and satisfaction of the loan service depending on consumers' demographic, financial and lending characteristics and to find the factors affecting satisfaction of the loan service. Based on a premise that they made loans off-line and were home-owned households using mortgage loan and credit loan services at the moment provided by banks, a five-day online survey from October 5 to 9, 2009 was conducted on 419 male and female adults that were. The study results are summarized as follows: Firstly, the study found that there was a significant difference in service quality evaluation of loan services depending on householder's occupation, credit loan rates and amount, kinds of banks for credit loan, purpose of credit loan. Also, the study found that there was a significant difference in the satisfaction of the loan service according to householder's occupation, credit loan rates, purpose of credit loans. Secondly, what were statistically significant factors affecting satisfaction of the loan service were householder's occupation and detailed items of loan service evaluations like fulfilling needs, unexpected benefits and trust on bank.
2010-03-10