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

Chun Liu () and Chien-min Huang

Information Management and Business Review, 2012, vol. 4, issue 8, 434-443

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.

Date: 2012
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Persistent link: https://EconPapers.repec.org/RePEc:rnd:arimbr:v:4:y:2012:i:8:p:434-443

DOI: 10.22610/imbr.v4i8.998

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