The Study of the Factors Affecting Customer’s Satisfaction on the Security Company

• Main Authors: Hsieh,Yi Yun, 謝依耘
• Other Authors: 王維元
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/61680361901471209948

碩士 === 實踐大學 === 企業管理學系碩士在職專班 === 100 === It has been observed that the number of cases in consolidation of financial institutes has increased after the financial crisis in 2008. Hence, under the umbrella of the equality-controlling structure of the consolidated company, the individual financial institute, which had its own enterprise and individual customer bases, now has to face the issues such as customer base overlapping and resources integration.While the financial industry has been trending towards favoring more consolidation, it becomes a critical competence for a security firm to own the professional knowledge and customer service capability.Today, as the financial services have been evolved into customer-service oriented, customer base has been recognized as an important asset for a company. Therefore, service that leads to establish a customer relationship, level up corporate image, ensure service quality and improve customer satisfaction is becoming vital for a company because it not only could gain more customer’s traction on purchasing , but also could reinforce and create corporate competitive advantage. This research will be focused on the investigation at the influential factors related to customer satisfaction of a security company. We have delivered 250 questionnaires in total with 16 non-effective returned papers and 234 effective results. The research results has shown that (1) the corporate image has significantly impact on the customer satisfaction of service, (2) the service quality has significantly impact on the customer satisfaction of service and (3) the customer satisfaction of service has significant impact on the willingness of purchase. Keywords：Corporate Image、Service Quality、Customer Satisfaction、 Repurchase Intention