The Correlation Research in Service Quality,Customer Satisfaction and Repurchase Intentions

• Main Authors: Chien Nien Chiang, 姜建年
• Other Authors: Tai Ning Yang
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/28758664954239969192

碩士 === 中國文化大學 === 國際企業管理研究所 === 95 === This thesis discusses about service quality of life insurance consultants, customer satisfaction and re-purchases intentions of customers by analyzing articles to understand how these three factors affect each other. As a result, we use this result to evaluate life insurance company and consultants service to customers. This studying is made from either calling to the customers or direct interviews. We interviewed 306 of 350 people for our survey, which means that we archived 87% of our project. Regarding to our result, we found out that service quality of life insurance consultant would effect customer satisfaction. It has positive affection. Also, the service quality of life insurance consultant would affect re-purchase intentions of customers positively. The mediator variables are caused by customer’s satisfaction and re-purchase intentions of customers. Therefore, increasing service quality is most important factor in order to increase the satisfaction of customer. Consequently, building up the good image of life insurance consultant and industry would have a good effect on re-purchase intentions of customers. This result would lead to a good circulation between life insurance consultant, industry and customers.