東華大學圖書館 |

語系: 繁體中文

說明(常見問題)

回圖書館首頁

手機版館藏查詢

登入

回首頁

切換: 標籤 | MARC模式 | ISBD

Investigating Customers' Experiences...

Islam, Kaliym A.

FindBook

Google Book

Amazon

博客來

Investigating Customers' Experiences with Their Financial Services Customer Education Programs as It Impacts Customer Loyalty to the Financial Firm.

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	Investigating Customers' Experiences with Their Financial Services Customer Education Programs as It Impacts Customer Loyalty to the Financial Firm./
作者:	Islam, Kaliym A.
出版者:	Ann Arbor : ProQuest Dissertations & Theses, : 2017,
面頁冊數:	100 p.
附註:	Source: Dissertations Abstracts International, Volume: 79-05, Section: A.
Contained By:	Dissertations Abstracts International79-05A.
標題:	Educational evaluation. -
電子資源:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=10637212
ISBN:	9780355409192

Investigating Customers' Experiences with Their Financial Services Customer Education Programs as It Impacts Customer Loyalty to the Financial Firm.
Islam, Kaliym A.

Investigating Customers' Experiences with Their Financial Services Customer Education Programs as It Impacts Customer Loyalty to the Financial Firm. - Ann Arbor : ProQuest Dissertations & Theses, 2017 - 100 p.

Source: Dissertations Abstracts International, Volume: 79-05, Section: A.

Thesis (Ph.D.)--Northcentral University, 2017.

This item must not be sold to any third party vendors.

The problem addressed in this study was that customer education programs are intended to strengthen customer loyalty; however, research on the effects of customer education on customer loyalty remains insufficient. This phenomenological study investigated how the lived experiences of customers' participating in financial services' customer education programs impacted the customers' loyalties to their global financial service firm. The research design included seven clients from three different financial service firms who had participated in corporate customer education programs and taken the end of course customer education survey. Data were collected by phone interviews. The findings from this study showed that financial services' customer education programs increased customer loyalty to the financial firm. The study also uncovered that customer education programs might be improved by making their delivery more accessible, and their content more interesting to experts. The study's findings added to the work of Zajonc (1968) and Groeppel-Klein et al. (2010) on mere exposure theory by determining that repeated exposure to customer education programs resulted in favorable evaluations of the programs and the financial service firm responsible for delivering the service. Recommendations for future research included quantitative research on the customer education programs of different financial firms to determine the extent of their success to increase customer loyalty and a qualitative case study to explore which aspects of a financial firm influenced customer loyalty.

ISBN: 9780355409192Subjects--Topical Terms:

526425
Educational evaluation.

Investigating Customers' Experiences with Their Financial Services Customer Education Programs as It Impacts Customer Loyalty to the Financial Firm.
LDR:02758nmm a2200337 4500 001 2207782
005 20190923114230.5
008 201008s2017 ||||||||||||||||| ||eng d
020 $a 9780355409192
035 $a (MiAaPQ)AAI10637212
035 $a (MiAaPQ)northcentral:12409
035 $a AAI10637212
040 $a MiAaPQ $c MiAaPQ
100 1 $a Islam, Kaliym A. $3 3434785
245 1 0 $a Investigating Customers' Experiences with Their Financial Services Customer Education Programs as It Impacts Customer Loyalty to the Financial Firm.
260 1 $a Ann Arbor : $b ProQuest Dissertations & Theses, $c 2017
300 $a 100 p.
500 $a Source: Dissertations Abstracts International, Volume: 79-05, Section: A.
500 $a Publisher info.: Dissertation/Thesis.
500 $a Advisor: Akagi, Cynthia.
502 $a Thesis (Ph.D.)--Northcentral University, 2017.
506 $a This item must not be sold to any third party vendors.
520 $a The problem addressed in this study was that customer education programs are intended to strengthen customer loyalty; however, research on the effects of customer education on customer loyalty remains insufficient. This phenomenological study investigated how the lived experiences of customers' participating in financial services' customer education programs impacted the customers' loyalties to their global financial service firm. The research design included seven clients from three different financial service firms who had participated in corporate customer education programs and taken the end of course customer education survey. Data were collected by phone interviews. The findings from this study showed that financial services' customer education programs increased customer loyalty to the financial firm. The study also uncovered that customer education programs might be improved by making their delivery more accessible, and their content more interesting to experts. The study's findings added to the work of Zajonc (1968) and Groeppel-Klein et al. (2010) on mere exposure theory by determining that repeated exposure to customer education programs resulted in favorable evaluations of the programs and the financial service firm responsible for delivering the service. Recommendations for future research included quantitative research on the customer education programs of different financial firms to determine the extent of their success to increase customer loyalty and a qualitative case study to explore which aspects of a financial firm influenced customer loyalty.
590 $a School code: 1443.
650 4 $a Educational evaluation. $3 526425
650 4 $a Adult education. $3 543202
650 4 $a Business education. $3 543396
690 $a 0443
690 $a 0516
690 $a 0688
710 2 $a Northcentral University. $b Education. $3 2049771
773 0 $t Dissertations Abstracts International $g 79-05A.
790 $a 1443
791 $a Ph.D.
792 $a 2017
793 $a English
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=10637212