The relation of service innovation with customer satisfaction and consumer value – An example of T company

• Main Authors: Hui-Yi Wang, 王慧怡
• Other Authors: Chih-Hung Hsieh
• Format: Others
• Language: zh-TW
• Online Access: http://ndltd.ncl.edu.tw/handle/dkf425

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.