Customer Satisfaction, Customer Loyalty and Customer Repurchase Intention Analysis– A Case Study in The Taichung Area Delivery Services

• Main Authors: Penny Yang, 楊蕙中
• Other Authors: 張長興
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/54378683833397788469

碩士 === 僑光科技大學 === 國際貿易運籌研究所 === 100 === On the mode of the delivery services market today, has become consumer-oriented model, how to satisfy customer needs, customers have the willingness to buy, very important issue for the industry. This study is to explore the domestic delivery industry in customer loyalty, customer satisfaction, and then buy a willingness among the mutual relations and influence. 　　 This study used a questionnaire survey, respondents Taichung, Taiwan more than 18 years of age adults delivery services customer, valid questionnaires of 450, using quantitative research methods spss system as a research tool, the questionnaire reliability measure, descriptive statistical analysis of the basic information of the respondents, different population variance of customer satisfaction, loyalty and repurchase intention, one-way ANOVA analysis, customer satisfaction, loyalty and purchase intention among the correlation analysis and regression analysis to verify and investigate customer satisfaction, loyalty and repeat purchase intention of the impact study hypothesis is established. The results of research are: 1. Different demographic variables have a significant effect on customer satisfaction. 2. Different demographic variables have a significant effect on customer loyalty. 3.Different demographic variables have a significant effect on customer repurchase intention. 4. Has a positive significant impact on customer satisfaction and customer loyalty. 5.Customer loyalty and customer repeat purchase intention significantly positively correlated. 6.Customer satisfaction and customer repeat purchase intention has a significant positive correlation. 7.Customer satisfaction has a positive significant impact on customer loyalty. 8.Customer loyalty has a positive significant impact on customer repurchase. 9.Customer satisfaction has a positive significant impact on customer repurchase.