The study of customer satisfaction measurement model of service industry

• Main Authors: Te-Ping Kuo, 郭德賓
• Other Authors: Tai-Hwa Chow
• Format: Others
• Language: zh-TW
• Published: 1999
• Online Access: http://ndltd.ncl.edu.tw/handle/64027377173686985888

博士 === 國立中山大學 === 企業管理學系 === 87 === In marketing literature, customer satisfaction is a more abundant concept than service quality. But most of the service quality measurement models emphasize what consumers get and neglect what they pay for. In this study, the author explores the factors that affect customer satisfaction, constructs the main measurement dimensions and indices, and developes a customer satisfaction measurement model of service industry. In eight kind of service industries'''' empirical studies, the major findings are as follow：（1）The factors that affect customer satisfaction of service industry can be summed up as service content, price, convenience, enterprise image, service equipment, service staff, and service procedure, seven dimensions.（2）In customer satisfaction measurement model of service industry, customer expectation has positive effect to perceived performance, has negative effect to performance and expectation gap, has positive effect to customer satisfaction. Perceived performance has positive effect to performance and expectation gap, has positive effect to customer satisfaction. Performance and expectation gap has positive effect to customer satisfaction. But there are few exceptions in some special service industries.（3）There are significantly positive effect of customer satisfaction to consumer''''s rebuy intentation, recommend intentation, and price tolerance.（4）In four kind of customer satisfaction measurement models of service industry, the overall model fit of performance and expectation gap model is the best, the forecast ability to consumer behavior of perceived performance model is the best.（5）There are significant variances of customer satisfaction among different kind of service industries.（6）There are significant variances of demograhpic variable''''s effect on customer satisfaction in different kind of service industries.