| Summary: | 碩士 === 國立臺北科技大學 === 商業自動化與管理研究所 === 92 === ABSTRACT
Title：A Study of Service Quality, Satisfaction and Loyalty on the Ability Evaluation
of Children Development
Pages：97
School：National Taipei University of Technology
Department：Institute of Commerce Automation and Management
Time：July, 2003 Degree：Master
Postgraduate：Chin-Long Chiu Advisor：Dr. Sen Gui Liao
Keywords：Children Development, Service Quality, Satisfaction, Loyalty
The main study is to seek the relationship between the ability evaluation of children development, service quality, qatisfaction, and loyalty.The evaluation viewpoint is from customers’ identification.To make a comprehensive survey, most of the study is based on the shaft of hypostatic service or on-line service.Due to the speed development of network which has been used by either enterprise or individual popularly. Network has become main approach. All of the enterprises have to offer hypostatic service and on-line service.Thus it will bring into full play to effect.Therefore,the study of the shaft to be combined the hypostatic service and on-line service.
The study uses the living example to probe into the Children Development Ability which including the relationship between the service quality constitution and measuring list, satisfaction and loyalty (Inclusive of hypostatic service and on-line service). Furthermore, using the questionnaire to verify the belief and effect from the
measuring list.The study result shown as below:
(1) To the customer satisfaction, hypostatic service quality has the right remarkable
influence relationship.
(2) To the customer loyalty, Customer satisfaction has the right remarkable influence
relationship.
(3) To the on-line satisfaction, on-line service has the right remarkable
influence relationship.
(4) To the on-line loyalty, on-line satisfaction has the right remarkable
influence relationship.
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