| Summary: | 碩士 === 國立屏東商業技術學院 === 不動產經營系 === 95 === In management and administration in view of the domestic shopping center, not so
good as the image and service quality profundity and scope of the store abroad, and domestic consumer's impressions to impression of the store and service quality are paid attention to degree, satisfaction, loyalty are all not high, make the technique of management and administration of shopping center become the special counter type manageability attitude of department store, it is not skillful to the whole professional administrative skill, but the integrated environment only pays attention to the quantity to increase, fail importance to understand quality, combine with foreign countries information getting enough under the factor exchange having, cause this text to study the motive.
This research purpose hopes documents in the past of the basis with building and
constructing the equation way of the structure (Structural Equation Modeling, SEM), Use to probe into important factor and causality influencing the shopping center to serve quality, store image, customer satisfaction and customer loyalty.
This text studies as the respondent with the large shopping center of knowing area of Taipei, granting 500 questionnaires altogether, retrieve 472, it is 392 that effective sample is counted, 78.4% of effective rate of recovery.
Discover:(1)When the customer serves the sense of loss of quality to the shopping center the higher, the lower customer satisfaction and customer loyalty are, and customer satisfaction will reduce customer loyalty indirectly;(2)When the customer is the higher to the store image of shopping center, will be high customer satisfaction and customer loyalty,and will improve customer loyalty indirectly through customer satisfaction;(3)When customer satisfaction to the shopping center is the higher, customer loyalty will be improved too.
Approve degree level with the quality of customer's service for shopping center, store image, will influence customer satisfaction and customer loyalty directly or indirectly.
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