The determinant of customer profitability on the financial institution

Chia-Chi Lee, Tyrone Lin () and Chien-Jen Chen

The Service Industries Journal, 2008, vol. 30, issue 14, 2311-2328

Abstract: This paper aims to examine the influences of personal attributes of salaried customers, product transaction strategies, and sales personnel as three dimensions on the profitability contributed by customers in the wealth management business of the banking industry. The multiple regression analysis is performed for an empirical test. The results show that four variables, i.e. the quantity of the products held, purchasing frequency of investment products, level of financial advisers, and degree of customers' satisfaction have significantly positive influences on the profitability contributed by customers. This paper provides a reference for the financial industry to formulate the management strategies targeting at the optimal customers in wealth management.

Date: 2008
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DOI: 10.1080/02642060802629901

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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