A Study of the Relationship among Job Competency, Service Quality, Brand Image, and Customer Satisfaction-Example of a Military Unit
碩士 === 崑山科技大學 === 企業管理研究所 === 104 === This study aims to verify the associations between professional competency, service quality, brand image and customer satisfaction in a military unit and its subsidiaries. We further examines whether the service quality is the mediating variable between “profess...
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ndltd-TW-104KSUT01210412019-05-15T22:35:14Z http://ndltd.ncl.edu.tw/handle/656g95 A Study of the Relationship among Job Competency, Service Quality, Brand Image, and Customer Satisfaction-Example of a Military Unit 專業職能、服務品質、品牌形象對顧客滿意度影響之研究-以國軍某基地廠為例 Shen, Shi-Hong 沈世弘 碩士 崑山科技大學 企業管理研究所 104 This study aims to verify the associations between professional competency, service quality, brand image and customer satisfaction in a military unit and its subsidiaries. We further examines whether the service quality is the mediating variable between “professional competency and brand image” and “professional competency and customer satisfaction”. We adopted a military unit to be research object which offer maintenance and supply service to three subsidiaries, and collected 600 valid samples of questionnaires among officers, sergeants, soldiers and contractual personnel during the period of Jan. 15, 2016 to Jan. 20, 2016. The empirical results show that professional competency which are composed of knowledge, skill and attitude makes significantly positive effect on the service quality, brand image and customer satisfaction. Service quality which is constituted of tangibility, reliability, responsibility, guarantee and attentiveness makes significantly positive effect on the brand image. The brand image which is comprised of t symbol, function and experiment makes significantly positive effect on the customer satisfaction. At last, this study verifies that professional competency makes indirect effect on brand image, and customer satisfaction through service quality and the service quality plays the partial mediating role. The empirical results show that job competency which is composed of knowledge, skills and attitude has a positive effect on the service quality, brand image and customer satisfaction. Service quality which is constituted of tangibility, reliability, responsibility, guarantee and attentiveness has a positive effect on the brand image. The brand image which is comprised of symbol, function and experiment has a positive effect on the customer satisfaction. In terms of mediating role, job competency effects both the relationship quality and customer satisfaction through the service quality. We arrive the following conclusions: First of all, we complement job competency, service quality, brand image and customer satisfaction correlate with each other in the military maintenance and supply units. The Second, we also very the service quality plays the partial mediating role between job competency and brand image, job competency and customer satisfaction. Ou-Yang, Hou Wang, Tang-Ting 歐陽豪 王堂亭 2016 學位論文 ; thesis 66 zh-TW |
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碩士 === 崑山科技大學 === 企業管理研究所 === 104 === This study aims to verify the associations between professional competency, service quality, brand image and customer satisfaction in a military unit and its subsidiaries. We further examines whether the service quality is the mediating variable between “professional competency and brand image” and “professional competency and customer satisfaction”. We adopted a military unit to be research object which offer maintenance and supply service to three subsidiaries, and collected 600 valid samples of questionnaires among officers, sergeants, soldiers and contractual personnel during the period of Jan. 15, 2016 to Jan. 20, 2016.
The empirical results show that professional competency which are composed of knowledge, skill and attitude makes significantly positive effect on the service quality, brand image and customer satisfaction. Service quality which is constituted of tangibility, reliability, responsibility, guarantee and attentiveness makes significantly positive effect on the brand image. The brand image which is comprised of t symbol, function and experiment makes significantly positive effect on the customer satisfaction. At last, this study verifies that professional competency makes indirect effect on brand image, and customer satisfaction through service quality and the service quality plays the partial mediating role.
The empirical results show that job competency which is composed of knowledge, skills and attitude has a positive effect on the service quality, brand image and customer satisfaction. Service quality which is constituted of tangibility, reliability, responsibility, guarantee and attentiveness has a positive effect on the brand image. The brand image which is comprised of symbol, function and experiment has a positive effect on the customer satisfaction. In terms of mediating role, job competency effects both the relationship quality and customer satisfaction through the service quality.
We arrive the following conclusions: First of all, we complement job competency, service quality, brand image and customer satisfaction correlate with each other in the military maintenance and supply units. The Second, we also very the service quality plays the partial mediating role between job competency and brand image, job competency and customer satisfaction.
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author2 |
Ou-Yang, Hou |
author_facet |
Ou-Yang, Hou Shen, Shi-Hong 沈世弘 |
author |
Shen, Shi-Hong 沈世弘 |
spellingShingle |
Shen, Shi-Hong 沈世弘 A Study of the Relationship among Job Competency, Service Quality, Brand Image, and Customer Satisfaction-Example of a Military Unit |
author_sort |
Shen, Shi-Hong |
title |
A Study of the Relationship among Job Competency, Service Quality, Brand Image, and Customer Satisfaction-Example of a Military Unit |
title_short |
A Study of the Relationship among Job Competency, Service Quality, Brand Image, and Customer Satisfaction-Example of a Military Unit |
title_full |
A Study of the Relationship among Job Competency, Service Quality, Brand Image, and Customer Satisfaction-Example of a Military Unit |
title_fullStr |
A Study of the Relationship among Job Competency, Service Quality, Brand Image, and Customer Satisfaction-Example of a Military Unit |
title_full_unstemmed |
A Study of the Relationship among Job Competency, Service Quality, Brand Image, and Customer Satisfaction-Example of a Military Unit |
title_sort |
study of the relationship among job competency, service quality, brand image, and customer satisfaction-example of a military unit |
publishDate |
2016 |
url |
http://ndltd.ncl.edu.tw/handle/656g95 |
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