An Evaluation of Customer Loyalty in Kaohsiung Port--A Container Carrier's Perspective

• Main Authors: Ta-Yuan Shih, 施大元
• Other Authors: Chin-Shan Lu
• Format: Others
• Language: zh-TW
• Published: 2004
• Online Access: http://ndltd.ncl.edu.tw/handle/52479516034926895649

碩士 === 國立成功大學 === 交通管理學系碩博士班 === 92 === 　　This research examined a model that seeks to explain the customer loyalty in Kaohsiung Port. Using data collected from a survey of container carriers in Taiwan, the paper tested the relationships among the constructs in the model; namely, service quality, switching cost and environmental factors, and customer loyalty. In general, container carriers show a slight high customer loyalty in Kaohsiung Port according to the responses of a survey. The findings of this research indicate that switching cost is the major factor affecting the customer loyalty, followed by environmental factor and service quality. The results confirm that switching cost, environmental factor and service quality have a positive effect on customer loyalty. The results also found that domestic container carriers had a higher degree of customer loyalty than foreign container carriers. The theoretical and practical implications of the findings on customer loyalty for Kaohsiung Port are discussed.