Research on the Relationship between Contract Management, Service Quality, Customer Satisfaction and Customer Loyalty-Hsinchu Science Park as an Example

• Main Authors: CHANG, YUN-HSIN, 張運鑫
• Other Authors: WANG, MING-LANG
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/76dvfa

碩士 === 中華大學 === 工業管理學系 === 107 === Hsinchu Science Park plays an important role as a pioneer and leader in the development of Taiwan's high-tech industry. It can be seen that the global commodity service activities in the park are quite frequent and diverse and grow year by year. It can be seen that the demand for delivery and maintenance operations of the companies in the park is considerable, and the development of the market is promising in the future. Because of the rapid improvement of technology and the diverse customized services, we should put more emphasis on high service quality and high efficiency. How to consistently provide customers with the desired service quality has become the key point to grab customers' attention.In order to manage the key factors of how to improve the quality of service, customer satisfaction and customer loyalty, it has become one of the important decision-making considerations in business operations. However, most of them are still only applied to basic professionalism, non-technical, high manpower demand, high construction costs, less profitable work and the mature industries which has no need to spend money. 　　In the future, we will continue to promote the development of Taiwan's high-tech industry, strengthen the cluster effect of the park, expand into a technology corridor, and create a high value-added innovation business on a basis of the characteristics of each park. Continuous innovation and R&D are the lifeblood of the high-tech industry, they offer high competitiveness which strongly affects the profitability and development of manufacturers.In addition to the investment amount of the manufacturers, the government also provides multi-pronged policy to encourage innovation and R&D by subsidizing manufacturers and create a win-win situation. With the rapid improvement of technology, diversified changes, customized customer service items, and the emphasis on service quality, high efficiency, and behavioral attitude, how to continue to let customers feel the desired service quality can seize the customer's psychology. 　　Based on the above research background and motivation, this study collects related domestic and foreign literature and materials, uses the Likert 5-point scale and questionnaire method to collect data, and uses SPSS18.0 software to analyze and sort out collected questionnaire data. According to descriptive statistical analysis to explain the basic information of the respondents, and understand the abbreviated distribution of the results of the survey.