The Determinants of the Customer Satisfaction of Electrical Scooters – The case of Gogoro in Taiwan

• Main Authors: IGNASIA VABIOLA, 鐘佳歆
• Other Authors: CHANG, YUNG-CHI
• Format: Others
• Language: en_US
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/a38j23

碩士 === 南臺科技大學 === 商管專業學院 === 107 === Gogoro is one of the major solutions, equipped with high technology to save the planet. This Smart Scooter innovation brought a different approach to urban transportation and energy management that focuses on eliminating fossil fuels pollution in cities. To do this, Gogoro created a city-based network of battery swapping station called Gogoro which are used on these high-performance electric scooters. This technology is not only smart but makes it easy to make a significant behaviour change without much effort. Taiwan is one of the countries with the fastest growth of Gogoro users since Horace Luke succeeded in bringing this high technology innovation in the Island. Since 2015 Gogoro existed in Taiwan and there had been no study that discussed on customer satisfaction toward Gogoro. The purpose of this study is to examine if an internal measurement and external measurement are related to customer satisfaction and to evaluate if customer satisfaction is positively related to customer loyalty. The author applied both qualitative researches where by 5 informants were interviewed and quantitative research method in which the author got 208 responders on questionnaires. The SPSS software was used also in this research which helped the author find demographic information which include gender, age, income and length of Gogoro usage. Another software that was used to conduct the study was the PLS-SEM and it helped the author find the reliability and validity of the questionnaire. These software’s allowed the author to do a hypothesis testing in trying to come up with an effective study. Customer service, government subsidy, and design is not satisfied the user of Gogoro for this study. Besides, the function, usability, price, and brand image are satisfied the Gogoro users. Price, as the highest result of this studying showing that the users of Gogoro are satisfied with the price that Gogoro offers after a discount from government subsidy. The image that Gogoro put in users mind making people wants to feel the function and the usability of the Gogoro.