Study The Relationships Between Service Quality and Customer Trust-The case of Taiwan Automobile Repair and Maintenance Workshop

• Main Author: 柯沛丞
• Other Authors: 陳繁興
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/56559491736224812480

碩士 === 國立彰化師範大學 === 工業教育與技術學系 === 100 === This study aimed to explore the relationship between the service quality and customer trust of the Taiwan automobile repair and maintenance workshop. Using questionnaire method to investigate perception of the customers whose the automobile were served by the dealer workshops and general automobile repair and maintenance workshops in the north, middle and south of the Taiwan region. Using convenience sampling method to questionnaire after the customer's automobile was repaired and maintained to understand the service quality and customer trust current status of the Taiwan repair and maintenance workshop, the difference and influence between both of them of the different background variable customers. A total of 801 copies of the questionnaires were returned, with an 80.1% of valid response rate. In this study, using SPSS statistical software, apply reliability, validity analysis, descriptive statistics, t test, One Way Anova, Pearson product moment correlation analysis and multiple regression methods to analyze the returned questionnaires data. The main findings are as follows: 1.The current status of the overall service quality of the automobile repair and maintenance workshop in Taiwan is in good level. 2.The current status of the overall customer trust of the automobile repair and maintenance workshop in Taiwan is in good level. 3.Customers' perception of service quality of the automobile repair and maintenance workshop in different industry is significantly different. 4.Customers' trust of the automobile repair and maintenance workshop in different area and industry is significantly different. 5.Overall service quality and customer trust of the repair and maintenance workshop in Taiwan are significantly positive correlated. 6.Overall service quality of the automobile repair and maintenance workshop in Taiwan is predictive of customer trust. Keywords: service quality, customer trust, automobile repair and maintenance workshop