The relation of service innovation with customer satisfaction and consumer value – An example of T company
碩士 === 元智大學 === 管理碩士在職專班 === 103 === This study aims to examine the relationships among Service Innovation, Consumer Value and Customer Satisfaction.The author hopes to explore the impact of customer satisfaction while Taiwan High Speed Rail (THSRC) provided innovated services and delivered consumer...
Main Authors: | , |
---|---|
Other Authors: | |
Format: | Others |
Language: | zh-TW |
Online Access: | http://ndltd.ncl.edu.tw/handle/dkf425 |
id |
ndltd-TW-103YZU05026052 |
---|---|
record_format |
oai_dc |
spelling |
ndltd-TW-103YZU050260522019-05-15T22:08:06Z http://ndltd.ncl.edu.tw/handle/dkf425 The relation of service innovation with customer satisfaction and consumer value – An example of T company 服務創新、消費者價值與顧客滿意度關係之研究-以T公司為例 Hui-Yi Wang 王慧怡 碩士 元智大學 管理碩士在職專班 103 This study aims to examine the relationships among Service Innovation, Consumer Value and Customer Satisfaction.The author hopes to explore the impact of customer satisfaction while Taiwan High Speed Rail (THSRC) provided innovated services and delivered consumer value. Thus, she focus on people who had HSR-ride experiences with THSRC as sampling target. A total of 215 sample questionnaires were distributed while 212 of them were successfully collected. Except for the 12 invalid ones, a total of 200 valid questionnaires were collected and analyzed. The receiving rate of valid questionnaires amounted to 93%. With SPSS statistics software tool, the hypotheses were verified via factor analysis, reliability analysis, Validity analysis, correlation analysis and regression analysis respectively. The results of this research conclude: 1. Service Innovation has significant positive influence on customer satisfaction. 2. Consumer Value (functional value, emotional value, epistemic value, and social value) has significant positive influence on customer satisfaction. The final findings hope to provide Taiwan High Speed Rail (THSRC) considerations may be made by studying and analyzing advices from customer complaint cases to generate timely and appropriate service improvement or innovation in order to provide more value to customers and further increase customer satisfaction. Chih-Hung Hsieh 謝志宏 學位論文 ; thesis 57 zh-TW |
collection |
NDLTD |
language |
zh-TW |
format |
Others
|
sources |
NDLTD |
description |
碩士 === 元智大學 === 管理碩士在職專班 === 103 === This study aims to examine the relationships among Service Innovation, Consumer Value and Customer Satisfaction.The author hopes to explore the impact of customer satisfaction while Taiwan High Speed Rail (THSRC) provided innovated services and delivered consumer value. Thus, she focus on people who had HSR-ride experiences with THSRC as sampling target. A total of 215 sample questionnaires were distributed while 212 of them were successfully collected. Except for the 12 invalid ones, a total of 200 valid questionnaires were collected and analyzed. The receiving rate of valid questionnaires amounted to 93%. With SPSS statistics software tool, the hypotheses were verified via factor analysis, reliability analysis, Validity analysis, correlation analysis and regression analysis respectively.
The results of this research conclude:
1. Service Innovation has significant positive influence on customer satisfaction.
2. Consumer Value (functional value, emotional value, epistemic value, and social value) has significant positive influence on customer satisfaction.
The final findings hope to provide Taiwan High Speed Rail (THSRC) considerations may be made by studying and analyzing advices from customer complaint cases to generate timely and appropriate service improvement or innovation in order to provide more value to customers and further increase customer satisfaction.
|
author2 |
Chih-Hung Hsieh |
author_facet |
Chih-Hung Hsieh Hui-Yi Wang 王慧怡 |
author |
Hui-Yi Wang 王慧怡 |
spellingShingle |
Hui-Yi Wang 王慧怡 The relation of service innovation with customer satisfaction and consumer value – An example of T company |
author_sort |
Hui-Yi Wang |
title |
The relation of service innovation with customer satisfaction and consumer value – An example of T company |
title_short |
The relation of service innovation with customer satisfaction and consumer value – An example of T company |
title_full |
The relation of service innovation with customer satisfaction and consumer value – An example of T company |
title_fullStr |
The relation of service innovation with customer satisfaction and consumer value – An example of T company |
title_full_unstemmed |
The relation of service innovation with customer satisfaction and consumer value – An example of T company |
title_sort |
relation of service innovation with customer satisfaction and consumer value – an example of t company |
url |
http://ndltd.ncl.edu.tw/handle/dkf425 |
work_keys_str_mv |
AT huiyiwang therelationofserviceinnovationwithcustomersatisfactionandconsumervalueanexampleoftcompany AT wánghuìyí therelationofserviceinnovationwithcustomersatisfactionandconsumervalueanexampleoftcompany AT huiyiwang fúwùchuàngxīnxiāofèizhějiàzhíyǔgùkèmǎnyìdùguānxìzhīyánjiūyǐtgōngsīwèilì AT wánghuìyí fúwùchuàngxīnxiāofèizhějiàzhíyǔgùkèmǎnyìdùguānxìzhīyánjiūyǐtgōngsīwèilì AT huiyiwang relationofserviceinnovationwithcustomersatisfactionandconsumervalueanexampleoftcompany AT wánghuìyí relationofserviceinnovationwithcustomersatisfactionandconsumervalueanexampleoftcompany |
_version_ |
1719125751799742464 |