THE INFLUENCE OF SERVICE QUALITY, CORPORATE IMAGE, AND CUSTOMER SATISFACTION ON REPURCHASE INTENTION:A CASE STUDY IN TAIWAN’S BANKING CALL CENTER

碩士 === 大同大學 === 資訊經營學系(所) === 104 === Improving service quality, and pursuing a full range customer satisfaction are important goals to a business nowadays. This study investigates the relationships among service quality, corporate image, customer satisfaction and repurchase intention by samples fro...

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Main Authors: Hui-Tzu Tu, 杜惠慈
Other Authors: Chi-Chuan Wu
Format: Others
Language:zh-TW
Published: 2016
Online Access:http://ndltd.ncl.edu.tw/handle/3s5u3e
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spelling ndltd-TW-104TTU057160042019-05-15T22:43:59Z http://ndltd.ncl.edu.tw/handle/3s5u3e THE INFLUENCE OF SERVICE QUALITY, CORPORATE IMAGE, AND CUSTOMER SATISFACTION ON REPURCHASE INTENTION:A CASE STUDY IN TAIWAN’S BANKING CALL CENTER 服務品質、企業形象、顧客滿意度對再購意願之影響研究-以銀行客服中心為例 Hui-Tzu Tu 杜惠慈 碩士 大同大學 資訊經營學系(所) 104 Improving service quality, and pursuing a full range customer satisfaction are important goals to a business nowadays. This study investigates the relationships among service quality, corporate image, customer satisfaction and repurchase intention by samples from customers in Taiwan's banking call center. What bank call center serve is "people", so if banks want to stand out in a competitive environment, they must meet different customer needs, provide a variety of services, improve its service quality, and improve customer satisfaction in order to reach the goal of sustainable development. This study collects data from consumers in Taiwan's banking call center by questionnaire survey. There are 200 valid questionnaires analyzed by SPSS20.0 and AMOS 20.0. The main findings are as follows : (1) Service quality have significant positive influence on corporate image; (2) Service quality have significant influence on customer satisfaction; (3) Corporate image has no significant influence on repurchase intention; (4) Customer Satisfaction has significant influence on repurchase intention. Conclusions and suggestions are listed in the last part. Also, implications and limitation are provided. Chi-Chuan Wu 吳啟絹 2016 學位論文 ; thesis 56 zh-TW
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language zh-TW
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description 碩士 === 大同大學 === 資訊經營學系(所) === 104 === Improving service quality, and pursuing a full range customer satisfaction are important goals to a business nowadays. This study investigates the relationships among service quality, corporate image, customer satisfaction and repurchase intention by samples from customers in Taiwan's banking call center. What bank call center serve is "people", so if banks want to stand out in a competitive environment, they must meet different customer needs, provide a variety of services, improve its service quality, and improve customer satisfaction in order to reach the goal of sustainable development. This study collects data from consumers in Taiwan's banking call center by questionnaire survey. There are 200 valid questionnaires analyzed by SPSS20.0 and AMOS 20.0. The main findings are as follows : (1) Service quality have significant positive influence on corporate image; (2) Service quality have significant influence on customer satisfaction; (3) Corporate image has no significant influence on repurchase intention; (4) Customer Satisfaction has significant influence on repurchase intention. Conclusions and suggestions are listed in the last part. Also, implications and limitation are provided.
author2 Chi-Chuan Wu
author_facet Chi-Chuan Wu
Hui-Tzu Tu
杜惠慈
author Hui-Tzu Tu
杜惠慈
spellingShingle Hui-Tzu Tu
杜惠慈
THE INFLUENCE OF SERVICE QUALITY, CORPORATE IMAGE, AND CUSTOMER SATISFACTION ON REPURCHASE INTENTION:A CASE STUDY IN TAIWAN’S BANKING CALL CENTER
author_sort Hui-Tzu Tu
title THE INFLUENCE OF SERVICE QUALITY, CORPORATE IMAGE, AND CUSTOMER SATISFACTION ON REPURCHASE INTENTION:A CASE STUDY IN TAIWAN’S BANKING CALL CENTER
title_short THE INFLUENCE OF SERVICE QUALITY, CORPORATE IMAGE, AND CUSTOMER SATISFACTION ON REPURCHASE INTENTION:A CASE STUDY IN TAIWAN’S BANKING CALL CENTER
title_full THE INFLUENCE OF SERVICE QUALITY, CORPORATE IMAGE, AND CUSTOMER SATISFACTION ON REPURCHASE INTENTION:A CASE STUDY IN TAIWAN’S BANKING CALL CENTER
title_fullStr THE INFLUENCE OF SERVICE QUALITY, CORPORATE IMAGE, AND CUSTOMER SATISFACTION ON REPURCHASE INTENTION:A CASE STUDY IN TAIWAN’S BANKING CALL CENTER
title_full_unstemmed THE INFLUENCE OF SERVICE QUALITY, CORPORATE IMAGE, AND CUSTOMER SATISFACTION ON REPURCHASE INTENTION:A CASE STUDY IN TAIWAN’S BANKING CALL CENTER
title_sort influence of service quality, corporate image, and customer satisfaction on repurchase intention:a case study in taiwan’s banking call center
publishDate 2016
url http://ndltd.ncl.edu.tw/handle/3s5u3e
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