Interrelation between Service Quality, Customer Satisfaction and Customer Loyalty in Accountants Industry

• Main Authors: Chen Shi-xi, 陳世喜
• Other Authors: Wang Hsing-wen
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/37786250065309447544

碩士 === 國立彰化師範大學 === 企業管理學系國際企業經營管理 === 96 === Interrelation between Service Quality, Customer Satisfaction and Customer Loyalty in Accountants Industry Student：Chen Shi-xi Advisor：Dr. Wang Hsing-wen Graduate School of Business Administration National Changhua University of Education ABSTRACT The domestic economic activity and the management scale stress much to mid- and small-scale enterprise. Mid- and small-scale enterprise occupies the national industry and commerce total approximately 98%. Considering in cost and effect, to register all manages the company, the tax affairs keeps accounts to report to a higher authority, the tax affairs consultant service and so on consult and manage. Approximately 80% penetration keeps accountants the gentleman office to ask to do; the office provides service quality, then affects mid- and small-scale enterprise the management risk and the competitive. This research keeps accountants the gentleman office service quality to the customer degree of satisfaction and the loyalty influence. Discuss each other the linear relations. Mid- and small-scale enterprise keeps accounts which by the committee outside for research object. By way of asks the volume way. Carries on the variation number using the SPSS statistics software to analyze , the Cronbach’s αanalysis, the canonical correlation analysis, the mean value analysis and gradually the multiple regression analysis and so on enters the examination. Seek sufficiently represents the service quality to the customer degree of satisfaction, the loyalty influence solid service factor. The research conclusion discovered that, the service quality can affect the customer degree of satisfaction, but the customer degree of satisfaction can affect the customer loyalty, but certainly is not each service quality construction surface can create to the customer degree of satisfaction reveals the influence. Among them, the visibility service and the reliable service to the customer degree of satisfaction influence is reveals, other reactivity services, the guarantee service and the concern service to the customer degree of satisfaction influence certainly do not reveal. Therefore, the research conclusion speaking of keeps accountants the gentleman office industry, may choose or many factors, strengthens the service quality, then has provided the strategy plan and the promotion competitive ability thinking. Keywords：Service Quality, Customer Satisfaction, Customer Loyalty, Accountants Industry