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The Relationship between Work Satisfaction and Service Satisfaction in Perspective of Financial Specialist-Customer Relationship

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  • Chun-Chu Liu
  • Chien-min Huang

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.

Suggested Citation

  • Chun-Chu Liu & Chien-min Huang, 2012. "The Relationship between Work Satisfaction and Service Satisfaction in Perspective of Financial Specialist-Customer Relationship," Information Management and Business Review, AMH International, vol. 4(8), pages 434-443.
    • Handle: RePEc:rnd:arimbr:v:4:y:2012:i:8:p:434-443
    DOI: 10.22610/imbr.v4i8.998
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    References listed on IDEAS

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    2. Ryals, Lynette & Knox, Simon, 2001. "Cross-functional issues in the implementation of relationship marketing through customer relationship management," European Management Journal, Elsevier, vol. 19(5), pages 534-542, October.
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