The Study on the Association among Customer Satisfaction、

• Main Authors: Wang, Tyng Yi, 王婷怡
• Other Authors: Quang-Hua Chen
• Format: Others
• Language: zh-TW
• Published: 1997
• Online Access: http://ndltd.ncl.edu.tw/handle/46173670804320363180

碩士 === 國立交通大學 === 管理科學研究所 === 85 === Due to the growth of economics, rapid development of service market and change of consumption type, customers have shifted their main concerns about products from quality、performance and price to satisfaction. This research, aimed at cosmetician in department store in Taipei metropolis, is to explore the implication and correlation among customer satisfaction、service quality and service value. This paper is organized as the following 5 chapters. Chapter 1 describes the background, motivation, purpose and range of this research. Chapter 2 explores the three concerned terms:customer satisfaction, service quality and service value by reviewing relative literatures. Research method is explained in chapter 3, the study is aimed at female residents in Taipei city & county, from which samples were drawn by questionnaire, and the resulting data were analyzed by statistical approaches including Factor Analysis, Cluster Analysis, MANOVA and Regressional Analysis. Chapter 4 reports the results of the analysis. Chapter 5 presents conclusions and recommendations. The findings of this research can be concluded as follows: 1. A significant positive correlation was found between service quality and customer satisfaction. 2. A significant positive correlation was found between service value and customer satisfaction. 3. Customer satisfaction is influenced by service value more than by service quality. 4. Correlation between service quality and customer satisfaction will be affected by population statistics as well as customer recognitions.