| Summary: | 碩士 === 國立高雄應用科技大學 === 國際企業系 === 97 === Abstract
Explore the customs industry, service quality, relationship interests, the relationship between the loss of the relationship between customer, using a questionnaire survey method to the three customs broker client base as the research object, and use the SPSS statistical software for analysis。
This study investigated the customer point of view, the service quality and the relationship between the loss of benefits for the customers affected。 In which the quality of service is divided into four variables: efficiency of customs clearance， professional， service attitude and price determined。 The relationship benefits are divided into three categories： the confidence of interests, social interests and the interests of special treatment。
The study concludes that the establishment of the following：
一、 From the customer point of view to discuss issues affecting the quality of customs broker services, an important factor, and a better understanding of customer churn and customer satisfaction with significant impact。
二、 From the customer point of view and customs brokers to explore the relationship between the interests of the important factors, and study indicated that among them there is a good sense of trust will help to enhance customer satisfaction。
三、 From the customer's point of view will lead to lower customer satisfaction if the customer is not with the customs broker exchanges。
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四、 Service-oriented and relationship-quality professional level of confidence in the interests of the interests of both is to improve the customer satisfaction, reduce customer churn rate method。
五、 Three clientele exporters are most concerned about the quality of service; its manufacturers and exporters with the sea the sea and air transport are more professionally focused degree and customs clearance efficiency and the same industry are more professionally focused degree and service attitude. The most consistent finds that the price is the last pick in the sort of. Interest in the relationship between the three major segments, the view that confidence in the interest of first priority。
Keywords：customs industry, service quality, relationship interests, loss of customers。
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