THE IMPACTS OF PERCEIVED PRODUCT QUALITY, SERVICE QUALITY, AND PRICE FAIRNESS ON CUSTOMER SATISFACTION AND LOYALTY - THE CASE OF RESTAURANTS
碩士 === 大同大學 === 事業經營學系(所) === 102 === According to literature review, the evaluation scope of customer satisfaction includes product quality, service quality, and price fairness (Zeithaml et al., 2006). It would increase the customer satisfaction as the real service quality is better than expected...
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ndltd-TW-102TTU051630022019-05-15T21:13:19Z http://ndltd.ncl.edu.tw/handle/7fj6x6 THE IMPACTS OF PERCEIVED PRODUCT QUALITY, SERVICE QUALITY, AND PRICE FAIRNESS ON CUSTOMER SATISFACTION AND LOYALTY - THE CASE OF RESTAURANTS 知覺產品品質、服務品質與價格公正對顧客滿意度及忠誠度之影響-以餐廳為例 Yi-Chun Chou 周怡君 碩士 大同大學 事業經營學系(所) 102 According to literature review, the evaluation scope of customer satisfaction includes product quality, service quality, and price fairness (Zeithaml et al., 2006). It would increase the customer satisfaction as the real service quality is better than expected by customer (Oliver, 1980). Thus, the service quality had been the important factor to make customers more satisfied (Parasuraman et al., 1988). Moreover, improving customer satisfaction could increase customer loyalty (Fornell, 1992). Therefore, it is a critical issue to enhance customer’s perceived product quality, service quality, and price fairness. In recent years, the life style of people in Taiwan has been changed due to economic growth and changing population structure. It making people to eat outside instead of eating at home and provides the opportunities for the new restaurants development. Taiwan is famous with its delicious food, so we can see variety of restaurants everywhere. The key point of their success is they always offer excellent quality of products and services. More specifically, they offer the products and services quality in terms of customer oriented. Therefore, this study uses restaurants as research objects. The purposes of this study are to explore the effects of perceived product quality, service quality, and price fairness on customer satisfaction and loyalty and uses restaurants as example. This study adopted questionnaire to collect data. The empirical data were analyzed by running SPSS software 18.0, and performing structural equation modeling by running AMOS software 18.0 to confirm the proposed hypotheses. The results of this study shown that all the independent variables, including perceived product quality, service quality, and price fairness, have significant positive influence on customer satisfaction and loyalty. Therefore, maintaining a high quality of products and services, and providing reasonable and fair price to customers have become the focus of the restaurant management. Kun-Huang Yeh 葉焜煌 2014 學位論文 ; thesis 125 zh-TW |
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zh-TW |
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碩士 === 大同大學 === 事業經營學系(所) === 102 === According to literature review, the evaluation scope of customer satisfaction includes product quality, service quality, and price fairness (Zeithaml et al., 2006). It would increase the customer satisfaction as the real service quality is better than expected by customer (Oliver, 1980). Thus, the service quality had been the important factor to make customers more satisfied (Parasuraman et al., 1988). Moreover, improving customer satisfaction could increase customer loyalty (Fornell, 1992). Therefore, it is a critical issue to enhance customer’s perceived product quality, service quality, and price fairness.
In recent years, the life style of people in Taiwan has been changed due to economic growth and changing population structure. It making people to eat outside instead of eating at home and provides the opportunities for the new restaurants development. Taiwan is famous with its delicious food, so we can see variety of restaurants everywhere. The key point of their success is they always offer excellent quality of products and services. More specifically, they offer the products and services quality in terms of customer oriented. Therefore, this study uses restaurants as research objects.
The purposes of this study are to explore the effects of perceived product quality, service quality, and price fairness on customer satisfaction and loyalty and uses restaurants as example. This study adopted questionnaire to collect data. The empirical data were analyzed by running SPSS software 18.0, and performing structural equation modeling by running AMOS software 18.0 to confirm the proposed hypotheses.
The results of this study shown that all the independent variables, including perceived product quality, service quality, and price fairness, have significant positive influence on customer satisfaction and loyalty. Therefore, maintaining a high quality of products and services, and providing reasonable and fair price to customers have become the focus of the restaurant management.
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author2 |
Kun-Huang Yeh |
author_facet |
Kun-Huang Yeh Yi-Chun Chou 周怡君 |
author |
Yi-Chun Chou 周怡君 |
spellingShingle |
Yi-Chun Chou 周怡君 THE IMPACTS OF PERCEIVED PRODUCT QUALITY, SERVICE QUALITY, AND PRICE FAIRNESS ON CUSTOMER SATISFACTION AND LOYALTY - THE CASE OF RESTAURANTS |
author_sort |
Yi-Chun Chou |
title |
THE IMPACTS OF PERCEIVED PRODUCT QUALITY, SERVICE QUALITY, AND PRICE FAIRNESS ON CUSTOMER SATISFACTION AND LOYALTY - THE CASE OF RESTAURANTS |
title_short |
THE IMPACTS OF PERCEIVED PRODUCT QUALITY, SERVICE QUALITY, AND PRICE FAIRNESS ON CUSTOMER SATISFACTION AND LOYALTY - THE CASE OF RESTAURANTS |
title_full |
THE IMPACTS OF PERCEIVED PRODUCT QUALITY, SERVICE QUALITY, AND PRICE FAIRNESS ON CUSTOMER SATISFACTION AND LOYALTY - THE CASE OF RESTAURANTS |
title_fullStr |
THE IMPACTS OF PERCEIVED PRODUCT QUALITY, SERVICE QUALITY, AND PRICE FAIRNESS ON CUSTOMER SATISFACTION AND LOYALTY - THE CASE OF RESTAURANTS |
title_full_unstemmed |
THE IMPACTS OF PERCEIVED PRODUCT QUALITY, SERVICE QUALITY, AND PRICE FAIRNESS ON CUSTOMER SATISFACTION AND LOYALTY - THE CASE OF RESTAURANTS |
title_sort |
impacts of perceived product quality, service quality, and price fairness on customer satisfaction and loyalty - the case of restaurants |
publishDate |
2014 |
url |
http://ndltd.ncl.edu.tw/handle/7fj6x6 |
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