A Study on Customer Satisfaction toward Quality of Financial Inspection Jorunal

• Main Authors: Nguyen Thi Mai Linh, 阮氏梅玲
• Other Authors: Chung, Shao-Hsi
• Format: Others
• Language: en_US
• Published: 2017
• Online Access: http://ndltd.ncl.edu.tw/handle/9ce43r

碩士 === 美和科技大學 === 企業管理系經營管理碩士班 === 105 === Nowaday, it is obvious that readers are important stakeholders of a publishing firm due to the increasing competition of the business environment. Reader’s satisfaction has been an important factor of publishing firm’s interest. Defining factors that affect readers’ satisfaction is more important to a journal like Financial Inspection Journal as this helps them to understand readers’ needs to fulfill and maximize its reputation and profit. The main objectives of this study are to test the applicability of new model in Financial Inspection Journal context, and to identify the relationship among readers’ satisfaction and journalism quality dimensions. To achieve these objectives, a survey questionnaire is designed base on paradigm of SERVPERF model proposed by Cronin & Taylor (1992) which measure readers’ satisfaction by their perceives about quality and three journalism quality dimensions are based on theories of Lacy and Rosenstial (2015), Borgal (1989) and Meyer and Kim (2003). The surveys were distributed to 95 Financial Inspection Journal’s readers by online and hard copy vesions and 60 surveys were valid. The findings reveal that among three dimensions of journalism quality which are content quality, appearance quality, interactivity quality, readers perceive the quality of appearance dimension at highest level and the three dimensions have positive impact on readers’ satisfaction. Base on the research result, author suggested some solutions that help Financial Inspection Journal to improve the quality ty of content, quality of appearance and quality of interactivity.