A Study of the Customer Satisfaction on patent and trademark Agency-An example of T patent & trademark office

• Main Authors: Shu-Fen Liao, 廖淑芬
• Other Authors: Ching-Chuan Liu
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/06972026705052791939

碩士 === 臺中健康暨管理學院 === 國際企業研究所 === 93 === 　The Intellectual Proprietary Rights (IPR) has already become one of the main edge tolls of industrial competition globally. In order to satisfy customers, the IPR service providers, patent & trademark law firms for instance, must be extremely professional that oftentimes includes specialization, standardization and customization services. The more competitive the environment becomes, the more positive and aggressive attitude service providers should have that helps them differentiate them. To begin with, differentiating oneself in the industry from other competitors is to improve the competitiveness in the same business environment. In the long run, pursuing good service quality and providing additional value to consumers is the path to customers’ satisfaction. 　The study is conducted through questionnaire, customers who received the questionnaire came a IPR law firm T in middle Taiwan. 183 effective questionnaires were counted during the period of March 1, to April 17, 2005. The results of study are: 1. IPR law firm T’s customers pay attention to, reliability, responsiveness, empathy and assurance. 2. Among gaps between customer expectation and actual satisfaction, there was positive feedback in empathy; ‘office attendants must keep their service on schedule’ both to customer end and partner end as well. It is recommended that IPR law firm T must be aware of the previously mentioned, set up strategies, and improve customer's satisfaction to the law firm. 3. Must understand the needs of the customers and improve service quality in filing applications in foreign countries to improve customer satisfaction and loyalty. 4. Customers in Hi-Tech industry are most satisfied and loyal to IPR law firm T.