Customer Satisfaction :An Empirical Research of one Machine Tool Manufacturer and Its Domestic Customers in Taiwan

• Main Authors: Chien-Hsun Liu, 劉建勛
• Other Authors: Nelson N. H. Liao
• Format: Others
• Language: zh-TW
• Published: 2004
• Online Access: http://ndltd.ncl.edu.tw/handle/p9wmry

碩士 === 朝陽科技大學 === 工業工程與管理系碩士班 === 92 === The environment for business management is complicated. The importance of customer satisfaction has been well recognized by academies and practitioners. And many precious findings are accumulated in the last decades. It is often described as the goal of business management. Therefore, it is necessary to understand the relationships among factors of creating customer satisfaction clearly. However, the differences of customer satisfaction between staff of machine tool manufacturer and its domestic customers were not clearly identified by researchers. This paper categorized the view into two parts for discussion: staff of machine tool manufacturer view and its domestic customers view. The empirical data were derived from the staff of machine tool manufacturer and its domestic customers in Taiwan based on this idea. The discussing dimensions of customer satisfaction in this paper are: customer prospecting capability, customer loyalty, customer satisfaction, performance of service quality, product quality and customer trasnsfer. By way of factor analysis, reliability test, descriptive analysis, Pearson correlation analysis, independent samples t-test, multiple linear regression, and path analysis, the major findings of this research are as follows: 1.The staff of the machine tool manufacturer and its domestic customers have significant difference of views from each other on the ways to create customer satisfaction. 2.The key dimensions to create customer satisfaction for staff of the machine tool manufacturer and its domestic customer are performance of service quality and customer prospecting capability. 3.The customer satisfaction plays the role of direct impact to customer loyalty and customer trasnsfer for the staff of the machine tool manufacturer . 4.The "product quality" is a key dimensions to "performance of service quality," and "customer prospecting capability" is a necessary mean to affect "performance of service quality" for staff of the machine tool manufacturer and its domestic customers . 5.The performance of service quality has the most explanatory powers to customer satisfaction for both views of the staff of the machine tool manufacturer and its domestic customers.