| Summary: | 碩士 === 環球科技大學 === 中小企業經營策略管理研究所 === 99 === The purpose of this study was to survey the satisfaction of customers, to understand the customer’s behavior reaction and expectation after receiving the company services. In order to achieve the goal of this study, the foods and drinks businesses which accepted the maintenance services for their refrigerating equipments from this case company were taken as the study objects, and the method of questionnaire survey was employed for the collection of data. The conclusions and suggestions of this study were stated respectively as followings:
A. The Conclusions
1. In all the service satisfaction phases, the satisfaction of the customer’s relationship was the highest, and the customer’s trustfulness was the lowest.
2. In the analysis of the difference between the customer’s background and the quality of service, the resulted difference caused by the factor of maintenance costs was most notably obvious, and the locality factor was the least.
3. In the analysis of the difference between the customer’s background and the customer’s trustfulness, the resulted difference caused by the factor of business turnover was most notably obvious, and the factor of information source was less obvious.
4. In the analysis of the difference between the customer’s background and the customer’s relationship, the resulted difference caused by the factor of customer’s locality was notably obvious, and the factor of business turnover was less obvious.
5. The service of performing free examination had evident effects.
B. The Suggestions
According to the findings and conclusions of this study, the suggestions of this study were stated as followings:
1. To escalate the customer’s trustfulness for the company, the service way which caused the customer with low trustfulness was to be effectively improved.
2. The factor of customer’s background which displayed apparent difference in service satisfaction, such as factors of business turnover, operation and maintenance costs, localities and etc., people should go further to trace and analyzed its reasons.
3. To enhance customer’s satisfaction, the free and various examination/test projects should be performed periodically and constantly based upon the category of customers.
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