The Research on Influence of Service Quality Differences of Corporate Image on Customer Satisfaction and Customer Retention.A Case Study of Automotive Repair Industry in Countries of Central Taiwan
碩士 === 亞洲大學 === 國際企業學系碩士在職專班 === 98 === ABSTRACT The competitive environment of domestic car after-sale service has entered the white-hot stage. Facing homogenization and rising quality of domestic vehicle, improving the competitiveness of car after-sale service by way of price war could not be suff...
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ndltd-TW-098THMU43210082015-11-02T04:04:17Z http://ndltd.ncl.edu.tw/handle/31551181522703610588 The Research on Influence of Service Quality Differences of Corporate Image on Customer Satisfaction and Customer Retention.A Case Study of Automotive Repair Industry in Countries of Central Taiwan 企業形象之服務品質差異對顧客滿意度及顧客保留研究-以中彰投地區汽車修配業為例 Chang Yuan Bao 張源堡 碩士 亞洲大學 國際企業學系碩士在職專班 98 ABSTRACT The competitive environment of domestic car after-sale service has entered the white-hot stage. Facing homogenization and rising quality of domestic vehicle, improving the competitiveness of car after-sale service by way of price war could not be sufficient. According to this situation, increasing customer satisfaction for improving customer retention and repurchase intention, the relationship between enterprise and customer as well as service quality differences need to be considered in order to enhance sustainable management. This research image according to the influence of service quality differences of corporate image according to the differences of customer cognition on customer satisfaction. The corporate image of several brands of automotive repair industry in countries of central Taiwan would be discussed in this research. Study as follows: 1. Service quality differences have a significantly positive impact on customer satisfaction. 2. Customer satisfaction has a significantly positive influence on customer retention. 3. Service quality differences have a significantly positive impact on customer retention. 4. Corporate image has influences on service quality differences and customer satisfaction. 呂承璋 2010 學位論文 ; thesis 88 zh-TW |
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碩士 === 亞洲大學 === 國際企業學系碩士在職專班 === 98 === ABSTRACT
The competitive environment of domestic car after-sale service has entered the white-hot stage. Facing homogenization and rising quality of domestic vehicle, improving the competitiveness of car after-sale service by way of price war could not be sufficient. According to this situation, increasing customer satisfaction for improving customer retention and repurchase intention, the relationship between enterprise and customer as well as service quality differences need to be considered in order to enhance sustainable management. This research image according to the influence of service quality differences of corporate image according to the differences of customer cognition on customer satisfaction. The corporate image of several brands of automotive repair industry in countries of central Taiwan would be discussed in this research. Study as follows:
1. Service quality differences have a significantly positive impact on customer satisfaction.
2. Customer satisfaction has a significantly positive influence on customer retention.
3. Service quality differences have a significantly positive impact on customer retention.
4. Corporate image has influences on service quality differences and customer satisfaction.
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author2 |
呂承璋 |
author_facet |
呂承璋 Chang Yuan Bao 張源堡 |
author |
Chang Yuan Bao 張源堡 |
spellingShingle |
Chang Yuan Bao 張源堡 The Research on Influence of Service Quality Differences of Corporate Image on Customer Satisfaction and Customer Retention.A Case Study of Automotive Repair Industry in Countries of Central Taiwan |
author_sort |
Chang Yuan Bao |
title |
The Research on Influence of Service Quality Differences of Corporate Image on Customer Satisfaction and Customer Retention.A Case Study of Automotive Repair Industry in Countries of Central Taiwan |
title_short |
The Research on Influence of Service Quality Differences of Corporate Image on Customer Satisfaction and Customer Retention.A Case Study of Automotive Repair Industry in Countries of Central Taiwan |
title_full |
The Research on Influence of Service Quality Differences of Corporate Image on Customer Satisfaction and Customer Retention.A Case Study of Automotive Repair Industry in Countries of Central Taiwan |
title_fullStr |
The Research on Influence of Service Quality Differences of Corporate Image on Customer Satisfaction and Customer Retention.A Case Study of Automotive Repair Industry in Countries of Central Taiwan |
title_full_unstemmed |
The Research on Influence of Service Quality Differences of Corporate Image on Customer Satisfaction and Customer Retention.A Case Study of Automotive Repair Industry in Countries of Central Taiwan |
title_sort |
research on influence of service quality differences of corporate image on customer satisfaction and customer retention.a case study of automotive repair industry in countries of central taiwan |
publishDate |
2010 |
url |
http://ndltd.ncl.edu.tw/handle/31551181522703610588 |
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