Analysis Of Customer Service Competitiveness Among Department Stores in Kaohsiung－A Case Study Of The Hanshin Department store

• Main Authors: Geng-Jhong Liou, 劉耿忠
• Other Authors: Jhao-Syong Lin
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/66328634323029596108

碩士 === 銘傳大學 === 經濟學系碩士班 === 96 === Analysis Of Customer Service Competitiveness Among Department Stores in Kaohsiung－A Case Study Of The Hanshin Department store Student: Geng-Jhong Liou Supervisors: Dr. Jhao-Syong Lin ,Dr. Sin-Rong Lin Abstract This research study is aimed to discuss the Hanshin Department Store''s case based on the purpose of analyzing customer service competitiveness among department stores in Kaohsiung. This study will apply the following three factors including service quality, customer satisfaction and customer loyalty to examine the degree of competitiveness among those sample department stores. In the end, this study will else use the SWOT analysis and Porter''s five powers to provide advices for their future operation. A total number of 200 questionnaires have been handed out with a return ratio of 66.5% or 133 in number. Findings from questionnaire analysis can be summarized as in the following: 1. There can have a positive and significant in traction among service quality, customer satisfaction and customer loyalty. 2. All three factors can demonstrate a positive relationship with the store''s competitiveness been examined. To provide advices for the Hanshin Department store after the SWOT analysis: To continue increasing operation sites, strengthen to control the intranet and proceed with the market compartment. To keep the place no one will substitute, adopt newly tactic and marshaled the popular market. To cultivated the loyal customers and develop the new customers. To provide advices for the Hanshin Department store after the Porter''s five powers: To keep the variety goods and the good quality, continue increasing the operation sites and innovate goods and diversification. To detrude more promotion plans rewarded to consumer and advance member benefits, strengthen the Hanshin Department store''s fame and mode the quality image, and let the Hanshin Department store to get the most profitable. Keywords: Competitiveness, Customer Satisfaction, SWOT Analysis