本研究主要是在探討共同基金投資人對於投信公司所提供服務品質的期望與實際感受？以及這些因素對於滿意度與忠誠度的影響程度？以及瞭解共同基金投資人對於最常往來的投信公司進行的關係行銷活動是否能增加其信任程度？對滿意度與忠誠度影響如何？整合上述兩支研究架構，建立一整體概念模型，以目前共同基金投資人為研究對象，瞭解共同基金投資人感受服務品質與關係行銷過程對於滿意度與顧客信任的影響。

　　由實證結果可以瞭解滿意度的決定因素為關係行銷活動與正面的失驗程度大小。至於理論上認為投資人對於投信公司服務品質的期望水準與實際感受應該影響顧客滿意度，在數據上並未獲得支持，推論原因可能是受訪者具備較高的知識與涉入程度，因此有能力與動機去分辨投信公司及其代銷機構服務品質優劣，並予以比較，造成期望水準與實際感受的影響不顯著。顧客信任的決定因素則有服務品質的實際感受、正面的失驗，與關係行銷活動。

　　根據實證所得結果，提供業者如何創造顧客滿意度、顧客信任、及忠誠度的建議。

一、中文書目
毛曉夫，來源國形象對顧客滿意度之影響--以ELM模式為理論基礎，政治大學國際貿易研究所未出版碩士論文，民國八十六年。
陳淑玲，共同基金投資指南，台灣經濟新報出版社，民國八十七年。
陳仲熙，產品知識及來源國形象對顧客滿意度之影響，政治大學國際貿易研究所未出版碩士論文，民國八十七年。
王立仲，服務業關係行銷之研究，政治大學企業管理研究所未出版碩士論文，民國八十七年。
李永年，商品品質與服務品質對顧客滿意度及忠誠度之影響--以加油站為例，政治大學企業管理研究所未出版碩士論文，民國八十七年。
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