Study of Convenience Stores Value-added Service Relationship between Service Satisfaction and Repurchase －Case study by the Kung-Kuan Village , Miao-Li Count

• Main Authors: Wen-Chieh Li, 李文傑
• Other Authors: Chung–Ping Liu
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/40118229070467740557

碩士 === 育達商業技術學院 === 企業管理所 === 97 === The research mainly lies in understanding value-added service relationship between service satisfaction and repurchase. It will check up on the expectation before staying in and the satisfaction. After the expectation, the satisfying degree of variance will be found out. Convenience store is closely linked to public life in the Taiwan. People can’t live without the convenience stores. The object of the study is “Convenience Stores”, which is located at Kung-Kuan Village, Miao-Li County. In this study, I use the theory of “Service Quality Model of PZB”, and the SERVQUAL chart to make a questionnaire for field research in the Convenience Stores. The method of questionnaire in random sampling was used. The analyses are rule of IPA. Through IPA (Important Performance Analysis) methods, this study finds out that the recognition and satisfaction level vary with the different group with service satisfaction and repurchase. The research results are shown as follows. The correlation between service satisfaction and repurchase is very close on service item and value-added service. The consumers use value-added service under $3000 and 60% consumed under $299 in shopping. Most consumers care for setting up bathroom and complain the high price of products. Some people recommend the store to keep clean. They hope for “i-Cash” more value-added and with unlimited payment under $20,000; for remote Web HD save & read; and for backpackers being able to leave their baggage taken temporary care of. The result may supply for the related enterprise to take reference of.