Impact of Product Quality and Customer Satisfaction on Customer Loyalty – An Empirical Study of Vietnam Mobile Instant Messaging Application Market
碩士 === 國立虎尾科技大學 === 企業管理系經營管理碩士班 === 105 === The rapid developments of information and telecommunication are changing human lives. Given that technology has been playing an important role in modern social life, we have alternative ways to work, communicate, and to entertain. At the present time, wit...
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ndltd-TW-105NYPI54570212019-09-22T03:41:24Z http://ndltd.ncl.edu.tw/handle/at5k74 Impact of Product Quality and Customer Satisfaction on Customer Loyalty – An Empirical Study of Vietnam Mobile Instant Messaging Application Market 產品品質和消費者滿意度對消費者忠誠度之影響:越南行動即時通訊app市場之實證研究 Dang Trung Bui Nguyen 裴阮燈忠 碩士 國立虎尾科技大學 企業管理系經營管理碩士班 105 The rapid developments of information and telecommunication are changing human lives. Given that technology has been playing an important role in modern social life, we have alternative ways to work, communicate, and to entertain. At the present time, with the huge usage of smartphones, many of our demands were met only by your phone, and the communication is not an exception. It is the reason that over – the – top (OTT) instant mobile messaging applications (IM apps) are widely being used in over the world. Vietnam, with the population is over 92 million (2016) is a very attractive market for OTT IM apps, and thus motivating this study. The objectives of this study are to examine the effect of product quality and customer satisfaction on customer loyalty among smartphone users in this market. In addition, this study also determines which factors are the most important to users when they make decision in selecting an application. An aggregate of 406 effective respondents were collected in this study and PASW Statistic 18.0 was used to analyze the collected data. The result indicated that two hypotheses were supported, and product quality and customer satisfaction have positive impact on customer loyalty. Tseng – Chung Tang Li – Chiu Chi 鄧誠中 紀麗秋 2017 學位論文 ; thesis 64 en_US |
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碩士 === 國立虎尾科技大學 === 企業管理系經營管理碩士班 === 105 === The rapid developments of information and telecommunication are changing human lives. Given that technology has been playing an important role in modern social life, we have alternative ways to work, communicate, and to entertain. At the present time, with the huge usage of smartphones, many of our demands were met only by your phone, and the communication is not an exception. It is the reason that over – the – top (OTT) instant mobile messaging applications (IM apps) are widely being used in over the world. Vietnam, with the population is over 92 million (2016) is a very attractive market for OTT IM apps, and thus motivating this study.
The objectives of this study are to examine the effect of product quality and customer satisfaction on customer loyalty among smartphone users in this market. In addition, this study also determines which factors are the most important to users when they make decision in selecting an application. An aggregate of 406 effective respondents were collected in this study and PASW Statistic 18.0 was used to analyze the collected data. The result indicated that two hypotheses were supported, and product quality and customer satisfaction have positive impact on customer loyalty.
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author2 |
Tseng – Chung Tang |
author_facet |
Tseng – Chung Tang Dang Trung Bui Nguyen 裴阮燈忠 |
author |
Dang Trung Bui Nguyen 裴阮燈忠 |
spellingShingle |
Dang Trung Bui Nguyen 裴阮燈忠 Impact of Product Quality and Customer Satisfaction on Customer Loyalty – An Empirical Study of Vietnam Mobile Instant Messaging Application Market |
author_sort |
Dang Trung Bui Nguyen |
title |
Impact of Product Quality and Customer Satisfaction on Customer Loyalty – An Empirical Study of Vietnam Mobile Instant Messaging Application Market |
title_short |
Impact of Product Quality and Customer Satisfaction on Customer Loyalty – An Empirical Study of Vietnam Mobile Instant Messaging Application Market |
title_full |
Impact of Product Quality and Customer Satisfaction on Customer Loyalty – An Empirical Study of Vietnam Mobile Instant Messaging Application Market |
title_fullStr |
Impact of Product Quality and Customer Satisfaction on Customer Loyalty – An Empirical Study of Vietnam Mobile Instant Messaging Application Market |
title_full_unstemmed |
Impact of Product Quality and Customer Satisfaction on Customer Loyalty – An Empirical Study of Vietnam Mobile Instant Messaging Application Market |
title_sort |
impact of product quality and customer satisfaction on customer loyalty – an empirical study of vietnam mobile instant messaging application market |
publishDate |
2017 |
url |
http://ndltd.ncl.edu.tw/handle/at5k74 |
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