| Summary: | 碩士 === 文化大學 === 造紙印刷研究所 === 83 === In the past years,the increase of output was less than the
increase of capacity in offset printing.It made the competition
were more serious,and the cost of personal,material are also
high .The manager of offset printing want keep compete in the
market of offset printing,the competitive factor of non-price
is more important.That is to say,only increase quality of
service, meet the demand of customer,business could make the
superiority. The purposes of my study discuss the degree of
importance and satisfaction of customer for service quality of
offset printing, and its difference between degree of
importance and satisfaction. To discus Customer of different
background for the degree of importance and satisfaction for
service quality. The main factor of service quality.The
relationship between service quality and customer
satisfaction. In my study use the Investigation,Data for this
study were collected from questionnaires administered to 132
customers.To choice the customer of book and magazine publisher,
advertiser and general company.To do stratification sample
method. This study had to four stratification. The statistical
methods used included frequency analysis,T test,a test,Factor
analysis, Peason correlation analysis and one-way ANOVA.The
final result are follow as : the main factor have Sympathetic,
Trusting, Profession and Surrounding. Customers of different
background have influenced for the degree of importance and
satisfaction of service quality.It has positive relationship
between service quality and customer satisfaction.
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