The Study on the Association among Customer Satisfaction、
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 re...
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ndltd-TW-085NCTU04570232015-10-13T12:47:25Z http://ndltd.ncl.edu.tw/handle/46173670804320363180 The Study on the Association among Customer Satisfaction、 顧客滿意、服務品質及服務價值相關性之研究 Wang, Tyng Yi 王婷怡 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. Quang-Hua Chen 陳光華 1997 學位論文 ; thesis 124 zh-TW |
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NDLTD |
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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.
|
author2 |
Quang-Hua Chen |
author_facet |
Quang-Hua Chen Wang, Tyng Yi 王婷怡 |
author |
Wang, Tyng Yi 王婷怡 |
spellingShingle |
Wang, Tyng Yi 王婷怡 The Study on the Association among Customer Satisfaction、 |
author_sort |
Wang, Tyng Yi |
title |
The Study on the Association among Customer Satisfaction、 |
title_short |
The Study on the Association among Customer Satisfaction、 |
title_full |
The Study on the Association among Customer Satisfaction、 |
title_fullStr |
The Study on the Association among Customer Satisfaction、 |
title_full_unstemmed |
The Study on the Association among Customer Satisfaction、 |
title_sort |
study on the association among customer satisfaction、 |
publishDate |
1997 |
url |
http://ndltd.ncl.edu.tw/handle/46173670804320363180 |
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