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1
Meilūnaitė, Vaišvilienė Alina. „Influence of advertising on customer in book market“. Doctoral thesis, Lithuanian Academic Libraries Network (LABT), 2010. http://vddb.laba.lt/obj/LT-eLABa-0001:E.02~2010~D_20100527_135200-04112.
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Paper represents the research of influence of advertising and its results. The research was conducted in two stages: an experiment to evaluate influence of advertising, trademark, and other factors on the choice of books, and a research to interpret the obtained data – influence of advertising was interpreted in the context of respondents’ experience, system of influence of advertising in book market was established, factors differentiating influence of advertising were singled out. The research also analyses theories of advertising influence and estimates the relation between advertising and book business. Theories of the influence of advertising fall into four groups. From theories of market response that bring no transitional effects it is proceeded to theories of persuasion. The relation of advertising and individual experience, and advertising and information was looked into in the framework of publicity and experience. In the second part, book advertising theory was analysed, preceding scientific research and approach to advertising in scientific research of publishing sector were studied, and market research conducted in various countries were analysed to estimate the relation between advertising and book business. Theoretical part of the investigation addresses traits of book market that shape communication of advertising, and subjects of book advertising are estimated from the point of view of influence.Disertacijoje nagrinėjama reklamos ir knygų verslo sąveika, nustatomi knygų reklamos poveikio vartotojui būdai, išskiriami poveikį diferencijuojantys faktoriai. Išnagrinėjus reklamos poveikio teorijas, nustatomi bendrieji reklamos poveikio principai. Reklamos poveikio teorijos suskirstytos į keturias teorijų grupes, – nuo rinkos atsako teorijų, kurios neturi pereinamųjų efektų, pereinama prie įtikinimo teorijų, kurių ribose ilgą laiką plėtotos racionalaus poveikio teorijos buvo peržiūrėtos emocinio poveikio aspektu. Populiarinimo ir patirties teorijų ribose apsvarstytas reklamos ir informacijos, reklamos ir individo patirties santykis. Siekiant įvertinti reklamos ir knygų verslo sąveiką, analizuota knygų reklamos teorija, nagrinėti mokslo darbai, tyrę knygų reklamos ir rinkodaros klausimus, rinkos tyrimai. Teoriniame tyrime svarstomi knygų rinkos bruožai, formuojantys reklamos komunikaciją, poveikio aspektu nagrinėjami knygų reklamos objektai. Reklamos poveikio tyrimas buvo vykdomas dviem etapais, – pirmajame etape atliktas eksperimentas, kurio metu buvo vertinama reklamos, prekės ženklo ir kitų faktorių įtaka knygų pasirinkimui; antrajame etape atliktas tyrimas gautiems duomenims paaiškinti – reklamos poveikis išnagrinėtas individo patirties kontekste, nustatyta reklamos poveikio sistema knygų rinkoje, išskirti reklamos poveikį diferencijuojantys veiksniai.
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Ahmad, Rizal. „Customer retention management : influence of context on practice“. Thesis, University of Manchester, 1999. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.493955.
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This thesis reports a study that investigated customer retention practices in four business contexts: a bank; a sales company; a chemical processing company; atid an airport. The main objective of the study is to understand the 'contextualised' phenomena associated with customer retention management and in particular the influences of contextual factors on the firms' customer retention practices, in addition, the study examined the applicability of current theory to the four firms.
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Gouws, Nadia. „Identifying factors that influence customer retention in a South African retail bank“. Thesis, North-West University, 2012. http://hdl.handle.net/10394/9032.
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Customer retention plays a pivotal role in contributing to the profitability of retail banks. Within this extremely competitive market it necessitates retails banks to follow a structured, data-driven approach to identify “at risk” customers and to launch proactive retention campaigns based on identified drivers of customer attrition.
The following main drivers of customer attrition were identified in the retail bank:
Attrition decrease as Vertical Sales Index increase.
Attrition is lower where customers receive their salary in a BANKXX account.
Attrition decreases as duration increases.
Black and Coloured have a higher attrition rate than White and Asian.
A literature review was conducted to identify the possible independent variables of customer retention and the concept of the profitable customer was addressed throughout proposed conceptual model was developed, signifying the best fit to identify drivers of customer retention in the retail bank.
The analytical tool, SAS was used for data collection and statistical analyses of the data. This high-performance analytics assisted in providing the retail bank with valuable insight into how to successfully manage risk, retain profitable customers, improve operational efficiency and differentiate them in the marketplace for competitive advantage.Thesis (MBA)--North-West University, Potchefstroom Campus, 2013.
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Madubanya, Peter Petrus Malesela. „The influence of customer relationship management on customer loyalty at a South African life insurance company“. Thesis, Cape Peninsula University of Technology, 2015. http://hdl.handle.net/20.500.11838/2043.
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Thesis (MTech (Business Administration))--Cape Peninsula University of Technology.This thesis is prompted by the discussions around Customer Relationship Management (CRM) in the financial industry and life insurance companies in particular. The study seeks to gain better understanding of the influence that CRM has on Customer Loyalty in a selected South African life insurance company. While CRM has been approached by academics and practitioners from different perspectives, literature seems to be viewed as inconsistent and fragmented on this concept. The concept of CRM is a new approach by management in South Africa and it is due to this fact that there are not sufficient studies on it. The purpose of this thesis is to investigate the influence of Customer Relationship Management on customer loyalty in Metropolitan. To achieve this purpose, a questionnaire was distributed amongst selected Metropolitan customer service offices nationally and a selected number of customers were approached to participate in the study. The findings show that Customer Relationship Management has an influence on customer loyalty and that Metropolitan does employ the principles of Customer Relationship Management.
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Silva, Eduina Da. „The influence of URLs on customer perception and reaction“. Thesis, University of Macau, 2005. http://umaclib3.umac.mo/record=b1636667.
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6
Ha, Sejin. „How customer loyalty programs can influence relational marketing outcomes using customer-retailer identification to build relationships /“. Columbus, Ohio : Ohio State University, 2007. http://rave.ohiolink.edu/etdc/view?acc%5Fnum=osu1190142786.
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7
Lyttle, Brooke Ellen. „The Influence of Customer Relationship Management to Customer Satisfaction and Retention in Propery and Casualty Insurance“. Cleveland State University / OhioLINK, 2008. http://rave.ohiolink.edu/etdc/view?acc_num=csu1210797828.
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8
Weishaupt, Matthias. „Influence of customer brand image on the employer brand image“. St. Gallen, 2008. http://www.biblio.unisg.ch/org/biblio/edoc.nsf/wwwDisplayIdentifier/02606820002/$FILE/02606820002.pdf.
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9
Martins, Diana Tavares Grazina. „Factors that influence the success of customer relationship management adoption“. Master's thesis, Instituto Superior de Economia e Gestão, 2013. http://hdl.handle.net/10400.5/5898.
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Mestrado em Ciências EmpresariaisThe global market is constantly evolving which means companies need to continuously innovate their businesses and understand new ways to keep in touch with their customers. One way to do it is by resorting to Information Technologies (IT) such as Customer Relationship Management (CRM). This kind of information system allows companies to gather data from their customers and transform it into information they can use to better achieve any expectations their clients may have while engaging in closer relationships with them. However, not all companies can successfully adopt or implement a CRM system, and because of that, they may lose their investments or worse, their customers. The purpose of this research is to find an answer to the question – What factors can help companies adopt a successful CRM system? To answer it, it is necessary to understand what aspects marketing and information systems (IS) professionals think as essential to successfully adopt the system. To accomplish this, we build two instruments based on a previous work (Pedron, 2009) in which a set of fundamental objectives (23) and a set of means objectives (49) were identified as influencing factors of a successful CRM system adoption. Using a sample of about 200 professionals we applied Churchill’s (1979) recommendations regarding the item’s purification. All data gathered was analysed through exploratory factor analysis and, consequently, an output resulted with all the factors perceived as important by the professionals that can indeed help with the adoption of a CRM system. Although there are several studies about CRM adoption they are mainly exploratory. Indeed, no measures of CRM adoption success have been previously proposed. This study tries to fulfil this gap in the literature by proposing and validating two instruments for assessing the CRM adoption success.
O mercado mundial está em constante evolução, o que significa que as empresas necessitam de continuamente inovar os seus negócios e passar a entender novas formas para se manter em contato com os seus clientes. Uma forma de o fazer é através do recurso às Tecnologias de Informação (TI), como é o caso do Customer Relationship Management (CRM). Este tipo de sistema de informação permite que as empresas recolham dados dos seus clientes e transformem-nos em informação que poderão usar para conseguir atingir da melhor forma as suas expectativas, ao mesmo tempo que se tentam relacionar de forma mais estreita com estes. No entanto, nem todas as empresas conseguem adotar ou implementar um sistema de CRM com sucesso, e por isso, arriscam-se a perder investimentos ou pior, clientes. O objetivo deste trabalho é o de encontrar uma resposta para a pergunta - Quais os fatores que podem ajudar as empresas a adotar um sistema de CRM de sucesso? Para responder a essa questão, é necessário entender quais os aspetos que tanto profissionais de marketing como de sistemas de informação (SI) têm como essencial para adotar com sucesso o sistema. Para tal, vamos construir dois instrumentos com base num trabalho anterior (Pedron, 2009), no qual um conjunto de fundamental objectives (23) e um conjunto de mean objectives (49) foram identificados como fatores influenciadores para uma correta adoção do sistema CRM. Através de uma amostra de cerca de 200 profissionais utilizámos as recomendações de Churchill (1979) sobre a purificação de itens. Todos os dados recolhidos foram analisados por meio da análise fatorial exploratória, do qual resultou um output composto por todos os fatores percebidos como importantes pelos profissionais que podem realmente ajudar na adoção de um sistema de CRM. Embora haja vários estudos sobre a adoção de CRM estes são principalmente exploratórios. Ainda nenhuma forma de medição de sucesso da adoção do CRM foi até então proposta. Este estudo tenta preencher essa lacuna na literatura, propondo e validando dois instrumentos para avaliar o sucesso da adoção do CRM.
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Halleros, Solya, und Mikael Nordqvist. „The strength of digital narratives : Expolring value creation and customer influence“. Thesis, Umeå universitet, Institutionen för informatik, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-147924.
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Social media has become one of the main platforms for telling stories, not only for individualsbut also for corporations of all sizes. The published content on these platforms can be assimple as a picture or lines of text as long as they captures the attentions of other users theywill qualify as a digital story or narrative. This opens up for effortless interaction betweencustomers and corporation, but also for value creation alongside the two parties. Otherresearchers has contributed with different takes of how this value creation can be conductedand defined. Our contribution aims to closer examine how consumer interaction and valuecreation can strengthen digital narratives. We will not aim to standardise how a digital storyshould be told, but provide guidelines for designing narratives that include the public as astory contributor by seeing if there is a correlation between the choice of social mediaplatforms used and the type of stories the organizations narrate.
11
Greenwell, T. Christopher. „The influence of spectator sports facilities on customer satisfaction and profitability /“. The Ohio State University, 2001. http://rave.ohiolink.edu/etdc/view?acc_num=osu1486398195325629.
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12
Potgieter, Adéle. „The influence of motivational factors on corporate performance and customer satisfaction“. Thesis, Nelson Mandela Metropolitan University, 2013. http://hdl.handle.net/10948/d1019738.
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South Africa is ranked 44th place out of 53 countries (IMD 2011). It would seem imperative for the South African Government and the private sector to pay close attention to studies of this nature that indicate the importance of certain factors on the motivation of employees. In essence this study could assist Government and the private sector in understanding the importance of different factors that influence motivation of employees and the profitability of organisations. Should organisations re-align their focus on motivation of employees by taking cognisance of the elements addressed in this study, it could have a positive effect on the productivity of individual firms as well as on national productivity. The purpose of this study was to establish which motivational factors have an effect on the motivation of employees that would affect their individual, the organisational performance and customer satisfaction. The study aimed at firstly identifying motivational factors that has an influence on organisational performance. Secondly, investigating the effect of employee performance on organisational performance and thirdly investigating the impact of employee performance on customer satisfaction. The primary objective of this study was to establish which motivational factors have an effect on the motivation of employees thus affecting their individual and organisational performance and customer satisfaction. The relationship between work motivation, performance and productivity is complex. Although work motivation seems to have a significant impact on performance and productivity, it is certainly not the only influencing factor (Fisher, Katz, Miller & Thatcher 2003:82). Research has indicated that besides motivation, productivity is influenced by a variety of factors which could include the employee’s ability, skills, training, and availability of resources, management practices and economic conditions. In the light of the above, this study endeavoured to establish which dominant motivational factors have an influence on employee, corporate performance and customer satisfaction. Different motivational factors including hygiene factors, such as attitude, job satisfaction, rewards, leadership styles and communication were discussed as well as their influence on employee and organisational performance Information was gathered through secondary research. The investigation also included an exploration of different research methodologies, methods of data collection and analysis for this specific study. The main empirical research findings indicated that there is a positive relationship between motivator factors and employee performance as well as between management communication and employee performance. It is recommended that a policy and control manual should be compiled and distributed to new employees as part of their induction programme. The policies should be updated annually to incorporate changes in the organisation and to indicate to employees that management is serious about creating positive relationships between employees and employers. There is also a positive relationship between employee performance and organisational performance. It is recommended that organisations implement employee performance management systems that link to organisational performance goals in order to be able to critically access the performance of the employee in relation to the broader goals and results of an organisation. The relationship between motivational factors and customer satisfaction should however be investigated further. There seems to be different views in the literature on whether customer satisfaction surveys (or other measurements) should be used to support this relationship.
13
Heinrich, Kai. „Influence Potential Framework“. Universitätsbibliothek Chemnitz, 2011. http://nbn-resolving.de/urn:nbn:de:bsz:ch1-qucosa-70640.
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In diesem Beitrag wird ein Framework vorgeschlagen, mit dessen Hilfe eine Aussage über das Referenzpotenzial einer Person auf Basis ihres Kommunikationsverhaltens in Microblogs getroffen werden kann. Innerhalb des Gestaltungszieles werden zunächst passende Determinanten des Referenzpotenzials identifiziert und beschrieben. Darauf aufbauend wird das Influence Potencial Framework mit drei Indikatoren ausgestaltet um diese Determinanten zu operationalisieren. Anschließend wird ein Portfolio zur Einordnung von Personen nach ihrem Referenzpotenzial aufgestellt. Abschließend wird ein Fazit gezogen und ein Ausblick auf weitere Forschungsziele gegeben.
14
Ho, Yun-Ting, und 何韞廷. „The Influence of Customer Congruence on Customer Compliance“. Thesis, 2016. http://ndltd.ncl.edu.tw/handle/16579904219548843224.
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碩士國立臺灣大學
國際企業學研究所
105
In high-contact services, customer compliance to employee’s instructions and advice is one of the reasons that bring positive service outcomes. Although academic research urges attention to customer compliance, little research investigates the factors in service settings contexts that influence customer compliance. Given that, this paper emphasizes the positive effects of customer’s subjective congruence on customer compliance, and the following influence on consequences of customer compliance. This study collects data from 418 customers in high-contact services, and examines through structural equation modeling (SEM) to develop and test a conceptual framework. Results show that customer-employee goal congruence, customer-employee value congruence, customer-brand congruence, and customer-environment congruence positive influence customer compliance, which in turn positive effects customer satisfaction and anticipation of future participation. Finally, this study discusses implications and limitations, and suggest future research directions.
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NGUYEN, THI PHUONG-ANH, und 阮氏芳英. „The Influence of Customer Orientation on Customer Value, Relationship Quality and Customer Loyalty“. Thesis, 2017. http://ndltd.ncl.edu.tw/handle/k7r7bp.
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碩士國立臺北科技大學
技術及職業教育研究所
105
Education is considered to play an important role in social, popularing education is always a special mission. The development of a country usually begins from education. Nowadays, customer orientation becomes more and more popular not also in government school but also in private school. Besides, education organization is relised to be a business model, gives away many beautiful values to thousands and thousands students. Schools give educational values to students, and students are the customers of school. Based on students of satisfaction and trusts, schools will find the solutions and elevate the brand performance. As the result, this study observes the phenomenon as the research background and motivation. Through the integration of the past researches, this research has developed a customer orientation, brand value, emotion value, trust, satisfaction and customer loyalty of the theoretical framework. In this study, an empirical investigation education industry to explore the relationship between the variables, and to develop marketing strategy for the industry as a reference, hoping to contribute to the development of its strategy. The result indicates that: customer orientation has significant positive effect on customer value (brand value and emotion value), customer value has significant positive effect on relationship quality (trust and satisfaction), relationship quality (trust and satisfaction) has significant positive effect on customer loyalty.
16
Lu, Jiue-lung, und 呂杰隆. „How customer loyalty programs influence relationship quality and customer loyalty“. Thesis, 2005. http://ndltd.ncl.edu.tw/handle/72070689848353789988.
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碩士國立中山大學
企業管理學系研究所
93
“Loyalty Programs” is a necessary and important step in the formation of relationship marketing. However, not only been applied in practice but also been researched by academia, there are still some gaps because of lack of a complete frame to analyze the vales of the loyalty programs. Therefore this research aims to fill-in the gaps that past practice and academics have failed by providing a conceptual frame by studying related literatures of loyalty programs and takes advantage of the frame to analyze the relationships among those values, relationship quality and customer loyalty in the telecom industry. The results of this study find that four values of nine values in the frame, including “economic value”, “choice of redemption options”, “relevance” and “social benefits” will influence relationship quality and customer loyalty in the telecom industry. However, customers still care more about economic value and relevance. The corporations in the industry can increase customer loyalty by designing high level of economic value and relevance. But if those would like to build higher level of relationship with the customers, they have to take advantage of social benefits through which to build strong and long customers loyalty. Therefore through this frame, the corporations can realize which value they should attach importance to. The results also prove the effectiveness of the loyalty program conceptual frame.
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HONG, SHANG-QI, und 洪上豈. „Restaurant service quality influence on customer satisfaction and customer loyalty“. Thesis, 2018. http://ndltd.ncl.edu.tw/handle/393yu3.
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碩士逢甲大學
工業工程與系統管理學系
106
In recent years, people have demanded restaurants with good service, air-conditioning, and high cost-performance ratios, and mass merchandisers and hypermarkets have risen, allowing many people who come to the traditional market to consume or eat more food. Choice, even so, there are still many people who are accustomed to traditional markets to meet their needs. This paper is to explore how the service quality of the traditional catering industry in the traditional market influences the satisfaction and loyalty of the people's consumption, and what causes the traditional market to survive, and discusses tangibility, reliability, reactivity, assurance, caring, The degree of customer satisfaction and customer loyalty. Through the SERVQUAL scale, analyze the consequences of customer satisfaction before the restaurant industry. The research method used questionnaires to interview customers in the traditional food and beverage industry and used regression analysis to analyze the overall situation to understand the influence of various facet variables. After the questionnaire survey and statistical analysis, it can be found that people are generally unsatisfied with the environment of the traditional market, especially the aisles, parking locations, and environmental sanitation, are not at a medium level, indicating that they are in need of improvement. In terms of service quality, reliability, tangibility, and caring all have a positive impact on customer satisfaction. Customersatisfaction also has a positive effect on customer loyalty. It is hoped that the restaurant industry can provide reference improvements.
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Cheng, Yung-Hsin, und 鄭詠馨. „The Influence Factors on Customer Loyalty: A Case Study of CMC Motor Customers“. Thesis, 2013. http://ndltd.ncl.edu.tw/handle/90993521768120506470.
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19
Watung, Prytania, und 黃秋月. „CLOSE FRIENDS INFLUENCE ON CUSTOMERS’ ATTITUDE TOWARD SOCIAL MEDIA AS OMNICHANNEL CUSTOMER EXPERIENCE“. Thesis, 2016. http://ndltd.ncl.edu.tw/handle/44480672261632261059.
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碩士國立臺灣科技大學
資訊管理系
105
The internet escpecially social media become an important part in customer daily life. Brands started to have fully transition their marketing efforts to social media channels. With the development of technology customers are become more omnichannel by use multiple channels to have experience with brand. Omnichannel is where all channels are manage together in unity. Close relationship directly and indirectly influence consumer in their perception, decision, attitude and motive but close relationship in marketing mostly been used for explain term between brand and customers, only few of study looked for the influence of close relationship especially close friends in consumer behavior. To find out the close friends influence on customers’ attitude toward social media as omnichannel customer experience could become a competitive advantage to brand or company which trying to use social media as one of their customer experience channel. The research methods that been used is survey and correlation research by use quantitative approach. The result is close friends have indirect effect toward customers’ attitude through customers’ subjective norm and motives. Close friends could not influence customer directly to use social media as omnichannel customer experience, but close friends can influence customers’ attitude through customers’ subjective norm and motives.
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Chen, Chun-Chi, und 陳俊吉. „The Influence of Brand Image and Customer Satisfaction on Customer Switching Behaviors“. Thesis, 2011. http://ndltd.ncl.edu.tw/handle/02578542731483166906.
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碩士靜宜大學
管理碩士在職專班
99
Abstract Since the rise of consumer awareness, market competition, relatively more intense and complex, now Taiwan's auto market compared to other countries and regions, the smaller the market, brand vehicles more price damage is more serious and diverse promotional activities. Service quality and corporate image has long been a more important issue is the service industry, service industry aimed at providing services to customers to meet their needs, but services have intangibility, heterogeneity, inseparability and easy disappearance of the other four characteristics, so the industry is concerned, do what extent the industry in order to make customers feel satisfied with that? Therefore, this study will explore consumer corporate brand image, perceived value, perceived quality, customer satisfaction and purchase intention. To NISSAN (Nissan) consumers, as the object of study, hoping the results of this questionnaire can obtain the related research a causal relationship between variables. The results are as follows: The hypothesis of a brand image on perceived quality has a significant positive effect on the results obtained support; hypotheses Second, the brand image of the customer's perceived value of a significant positive effect on the results obtained support; hypothesis three, perceived quality to customer satisfaction has positive effects, the results are supported; four hypotheses, perceived value to customer satisfaction has positive effects, the results obtained do not support; hypothesis five, customer satisfaction has a positive on consumer purchase intention effects, the results supported. Key words: brand image, perceived quality, perceived value, customer satisfaction
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Hsu, Yu-Chia, und 許育嘉. „The Influence of Customer Relationship Management and Switching Barrier on Customer Retention“. Thesis, 2010. http://ndltd.ncl.edu.tw/handle/16476650615681350576.
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碩士國立臺灣大學
國際企業學研究所
99
In the highly competitive service markets, firms are recognizing the importance of customer retention. Retaining customers bring companies higher margins and faster growth. While relationship investment, relationship quality and switching barriers have been individually addressed by past studies, there has been little research integrating them with customer retention. With data collected from chained health clubs and SEM analysis, this research investigates whether a service provider can achieve customer retention through such customer relationship management practices. The results suggest that relationship investment positively affects relationship quality, leading to higher switching barriers, lower alternative attractiveness, and ultimate customer retention. Given the research findings, managerial implications and suggestions for future research are then discussed.
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Kang, Chia-Yu, und 康家瑜. „The Influence of Customer-Directed Employee Extra-Role Behavior on Customer Gratitude“. Thesis, 2016. http://ndltd.ncl.edu.tw/handle/33550762237881130394.
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碩士國立臺灣大學
商學研究所
104
Customer gratitude has long been considered the emotion core of reciprocal behaviors. Past research regarding customer gratitude mainly focused on long-term customer relationship marketing initiated by service firms. Even though recent studies have brought customer gratitude from organization level to frontline employee level, having indicated that short-term employee extra-role behavior in service encounters could lead to customer gratitude, the concept of employee extra-role behavior still requires further examination. In view of this, the research aims to identify different aspects underlying frontline employee extra-role behavior, categorizing it into pampering behavior and adaptive service behavior. A theoretical framework was developed to explore the influence of the behaviors on customer gratitude, customer satisfaction and customer loyalty. Data collected from 204 customers was examined through structural equation modeling (SEM). Results indicated that two kinds of employee extra-role behaviors effectively led to customer gratitude, customer satisfaction, and further influenced customer loyalty.
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Lai, Yichen, und 賴怡甄. „The Influence of Store Image on Customer Satisfaction, Customer Value and Customer Retention –A Study of Breakfast Store“. Thesis, 2012. http://ndltd.ncl.edu.tw/handle/87436761211954360202.
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碩士國立臺北大學
企業管理學系
100
There has NT $200 billion business opportunity a year in the breakfast market, the competition in the markets is competitive. Since the degree of homogeneity is high, it’s important for breakfast entrepreneurs to find out the differentiation. Because all the customers want to get more value from the product or service, and expect worth more than it cost, so the breakfast stores now are strive to offer fine, healthy, and valuable food to satisfy customers’ needs. This study is from the customer's point of view to explore customers’ breakfast purchasing behavior, by questionnaire survey to find out which store image attribute can enhance customers’ value, and provide the suggestion to the breakfast operators. By building well store image to meet customers’ needs, creating more value to enhance customer satisfaction, increase customer retention rate, therefore the breakfast stores can obtain more profits. The results showed that breakfast store image construct include atmosphere, service, convenience and price. Breakfast store image will influence customer satisfaction and customer value. Foe the breakfast entrepreneurs, they should try to increase customer satisfaction and customer value so the customer would like to retain the relationship with the store.
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Chen, Chiung-Wen, und 陳瓊雯. „The Study of the Influence between Customer Perceived Value, Customer Satisfaction and Customer Loyalty – In Taiwan Banking Industry“. Thesis, 2008. http://ndltd.ncl.edu.tw/handle/05665842310189575913.
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碩士國立臺北大學
企業管理學系
96
In the Face of financial openness and reform, keen competition in banking industry changes the original seller’s market, and bankers have to view customer-oriented as marketing principal, hope to raise customer satisfaction, establish customer loyalty, and maintain good customer relationship to increase benefits. When customers can feel higher perceived value, than can raise their satisfaction, even to affect their attitude and actual behavior. Many banks only seek for customer satisfaction to be the basis of their marketing planning. But it is not sufficient to cope with the keen competition. They should deeply understand customer perceived value, transfer customer satisfaction into customer loyalty, and to build long-term customer relationship. This study bases on customer perceived value to search the factors that influent customer satisfaction and customer loyalty, using a questionnaire survey to collect information on the initial issued a total of 700 questionnaires were distributed, effective recovery of 484 copies, effective recovery rate of 69.14 percent. The information obtained will be carried out reliability analysis, confirmatory factor analysis, and structural equation model analysis to verify the assumptions made in this study. This study gets several results. First, hardware facility and the design of operating office will have a positive impact on customer satisfaction. Second, the quality of banking services to customer satisfaction will have positive effects. Third, the social value of customer satisfaction and loyalty will have a positive impact. Fourth, customer satisfaction has indirect effects between the perceived value and loyalty. Finally, according to empirical results, this study propose the meaning of management and follow-up study recommendations for future research for reference.
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Chen, Jen-Lin, und 陳貞菱. „The Influence of Social Interaction on Customer Loyalty“. Thesis, 2013. http://ndltd.ncl.edu.tw/handle/07970396346594130872.
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碩士長庚大學
工商管理學系
101
In recent years, online gaming industry grows rapidly. However, online gamer frequently switch between online game due to varies type of games are lunched. Thus how to secure gamer loyalty is an important issue. Previous studies indicates that social is an important motivation for customers to participate in the online game, online customers enjoy the social activities associated with gaming. However, no study has investigated the influence of online customer social network in online game on customer loyalty. This study investigates whether and how online customer social interaction influences customer loyalty in online game. This study used online questionnaires to collect data, and respondents were asked to write according to the most play game. The final questionnaires are 3424, and the valid questionnaires are 3087, using the structural equation model to analysis. Analytical results indicated that customer’s social ability and social need are positively related to the strength of interpersonal interdependence and the convergence of interpersonal network. Furthermore, the strength of interpersonal interdependence and convergence of interpersonal network is positively related to the online customer loyalty.
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Kuo, Yu-Chi, und 郭鈺淇. „The Influence of Emotional Contagion on Customer Engagement“. Thesis, 2013. http://ndltd.ncl.edu.tw/handle/25260914025878066561.
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碩士國立高雄第一科技大學
服務科學管理研究所
101
Processes in the service encounter, employees are often required to show positive emotions. According to theory of emotional contagion, the servicer’s emotion will influences the customer in the service process, and the customer emotion will affect the willingness of customer engagement, thereby affecting the customer satisfaction. When customer satisfaction increases, that will be increases customer citizenship behavior, and promote beneficial organization''s service results. This study investigates on the group lessons for the students in fitness center. It obtained 301 usable observations. The findings are as follows. First, employee affective delivery will positively influences customer emotions. Second, customer emotion will positively influences compliance and cooperation. Third, compliance and cooperation will positively influences customer satisfaction. Fourth, instructor for customer satisfaction will positively affect the center for customer satisfaction. Finally, customer satisfaction will positively affect portion of customer citizenship behavior.
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Huang, Chi-Hua, und 黃啟華. „Research of influence of satisfaction to customer of customer consciousness value of service quality“. Thesis, 2008. http://ndltd.ncl.edu.tw/handle/57193230947786752409.
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碩士國立臺北大學
企業管理學系
96
The recent rise of professional sporting and health clubs in Taiwan indicates a general need for the popular recreational market. It has become a propeller for business operators to improve and elevate competitiveness by satisfying customers with their needs. Taiwan’s health club industry has a history of twenty years. In terms of management concept and business models, however, there have been differences among the business operators. The two leading brands of Taiwan’s recreational and health industry, Youth Camp Health Group and Alexander Health Club, encountered financial difficulties and thus forced to close down in 2005 and 2007, respectively, causing a dramatic change in the industry. Costumer satisfaction regarding provided services and facilities is highly related to customer’s will to continue membership. That is, the lower satisfaction on services and facilities, the lower customer returning rate. Based on this concept, this research is to analyze the relationship between health club customer’s perceived value and customer satisfaction. Using Statistical Package for the Social Sciences (SPSS) and Structural Equation Modeling (SEM), the research shows that customer’s perceived value is in direct proportion with customer satisfaction, while customer choices are based on product reliability, sustainability, price rationality, entertainment quality and services. The analysis acts as a reference for recreational business operators, suggesting that they keep an eye on the shifts and changes of customer perceived value and proceed to a better marketing strategy that meets customer needs. With an efficient marketing strategy and high customer satisfaction, an increase of customer returning rate will take place.
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Lin, Wan-I., und 林婉儀. „The Influence of Service Failure and Service Recovery on Customer Relationships and Customer Satisfaction“. Thesis, 2012. http://ndltd.ncl.edu.tw/handle/16316445417515549224.
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碩士淡江大學
國際企業學系碩士班
100
During past few decades, the industrial structure of Taiwan has moved from manufacturing industry to service industry. With the fast growing of service industry, which covers widely, service becomes an indispensable element in our daily lives. In the beginning of 20th century, scholars have already defined the word “service.” During the mid-20th century, more and more research had been done to study this newly emergent industry. Consequently, the thesis is to study the topic -- the influence of service failure and service recovery on customer relationships and customer satisfaction -- that is related to service marketing. Furthermore, the study confined the target market to “coffee shops.” This study applied ANOVA and regression to analyse the data the author gathered through questionnaires. The following is the result of the thesis: 1. With different service failure and service recovery, there is significant discrepancy in outcome fairness perceived in customers’ minds. 2. Outcome fairness affects customer relationships positively. 3. Outcome fairness affects customer satisfaction positively. The result of analysis shows that different service failure and service recovery affects the level of outcome fairness perceived by customers; furthermore, the perceived outcome fairness affects customer relationships and customer satisfaction.
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Chen, Mei-Ju, und 陳美如. „Examining the Influence of Emotional Intelligence on Customer Loyalty：The Mediating Role of Customer Satisfaction“. Thesis, 2015. http://ndltd.ncl.edu.tw/handle/xd9jw4.
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碩士淡江大學
企業管理學系碩士在職專班
103
Facing the fierce competition, management of financial institutions has to help service employees make use of their own emotional intelligence when facing a variety of customers so as to improve customer satisfaction and then enhance customer loyalty. The purposes of the study are to examine the influences of emotional intelligence on customer satisfaction and customer loyalty as well as the mediating role of customer satisfaction between emotional intelligence and customer loyalty. We collected data from 35 service employees in banks and their 420 customers, and then conducted subsequent analyses. The results of hierarchical regression analysis showed that emotional intelligence had positive effects on customer satisfaction and customer loyalty. Customer satisfaction also had a positive effect on customer loyalty. In addition, customer satisfaction played a mediating role between emotional intelligence and customer loyalty. We discuss implications of these findings, limitations, and directions for future research.
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Du, Plessis Leon. „Customer relationship and its influence on customer loyalty at Liberty Life in South Africa“. Thesis, 2011. http://hdl.handle.net/10210/3897.
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M.Com.South Africa exists, that focuses on Customer Relationship Management and Customer Loyalty. The study investigates Customer Relationship Management and its influence on Customer Loyalty at Liberty Life in South Africa. Over the past twenty years, the importance of the services industries to the world economy has grown. In the South African economy the services sector contributed 71.4% of South Africa’s total GDP in 2006. The world economy is struggling in the aftermath of the global financial crisis. Customers are cancelling their policies as they struggle to survive the down turn in investment and credit markets. Liberty Life experiences persistency problems as customers cancel their policies. Liberty Life is required to focus on its relationship with customers to increase customer loyalty. To establish the influence of trust, commitment, two-way communication and conflict handling on Customer Relationship Management and its influence on Customer Loyalty at Liberty Life in South African, an empirical investigation was conducted. The sample consisted on 254 customers visiting the customer walk-in-centres situated in Johannesburg, Cape Town, Pretoria and Durban. The study indicated that a significant positive relationship exists between trust, commitment and conflict handling, and Customer Relationship Management at Liberty Life. The study further revealed that a significant negative relationship exists between two-way communication and Customer Relationship Management at Liberty Life. In addition, the empirical investigation revealed that there is a significant positive relationship between Customer Relationship Management and Customer Loyalty at Liberty Life in South Africa. The study provided strategies for Liberty Life to improve and maintain its relationships between the organisation and customers if Liberty Life exhibits trustworthy behaviour, shows genuine commitment to service, communicates information to customers efficiently and accurately, thereby also listening to their iii customers and handling potential and manifested conflicts skilfully. This will ultimately, contributes to Customer Loyalty, which will ensure economic prosperity for Liberty Life.
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Wen, Yu-chia, und 溫育佳. „The Influence of Negative Customer-to-Customer Encounters on Service Evaluations: An Attributional Approach“. Thesis, 2008. http://ndltd.ncl.edu.tw/handle/8669tz.
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碩士東吳大學
企業管理學系
96
Service encounters often occur in the presence of multiple customers who share the servciescape with one another. It is evident that customers affect one another both indirectly, simply by being part of the same environment, and more directly, through specific interpersonal encounters (Martin, 1996). While there is some evidence that customer-to-customer interaction has a negative impact on customer satisfaction with the firm (e.g. Bitner et al., 1994; Groveand Fisk, 1997; Harris and Reynolds, 2003), none of these studies have focused specifically on answering why customers who are upset by other customers blame the firm rather than the specific misbehaving individuals, which in turn leads to customer dissatisfaction? The purpose of this study is to investigate this link, to predict what sort of causal attribution can lead to a firm’s assumed responsibility in case of other-customer failure. A 2 (controllability attribution: controllable vs. uncontrollable) × 2 (stability attribution: unstable vs. stable) × 2 (globality attribution: specific vs. global) between-subject factorial design was used to test our predictions. Subjects were exposed to a written scenario describing other-customer misbehavior in a restaurant. A restaurant context was chosen as appropriate for this study since real-life dysfunctional customer behavior is common in this industry (Harris and Reynolds, 2003). The results of this study show that: (1) Customers were less satisfied and less willing to repurchase, and were more likely to engaging in negative WOM, when they attributed the cause of other-customer failure to be more controllable than uncontrollable by the firm; (2) customers showed lower satisfaction, repurchase intentions, and higher negative WOM, when they attributed the cause of other-customer failure to be stable than unstable in the firm, and (3) globality attributions moderate the effects of controllability and stability attributions on customers’ service evaluations. That is, subjects in the specific condition reported lower satisfaction, repurchase intentions, and higher negative WOM, when they attributed the cause of other-customer failure to be controllable (stable) than uncontrollable (unstable) by the firm. Conversely, subjects in the global condition reported insignificant difference in the ratings of satisfaction, repurchase intentions, and negative WOM, whether the cause of other-customer failure be attributed as controllable (stable) or uncontrollable (unstable) to the firm.
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Chen, Chun-Ling, und 陳筑翎. „The Influence of Service Climate on Customers' Loyalty: A Perspective of Customer Relationship Management Behavior“. Thesis, 2009. http://ndltd.ncl.edu.tw/handle/12445638943196392077.
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碩士真理大學
管理科學研究所
97
In the viewpoint of customer relationship management (CRM) behaviors, this research discussed the direct influences on customer’s loyalty resulted from financial counselors’ CRM behaviors, and further probed into the topic is service climate will influence that will offered by financial service industry counselors in CRM behaviors. The subjects of this research were financial counselors from 93 financial service industry and 450 their customers in North Taiwan. The research data were collected through pair-wise questionnaire, and the hierarchical linear model was adopted to conduct analysis as well. The results showed, when the financial counselors consciousness to the organization provides more service climate, the financial counselors will unfolds more CRM behaviors. So the service climate is positive effect influence the financial counselors performance CRM behaviors. While the CRM behavior delivered by financial counselors would indirectly influence the customers’ behavior or loyalty. According to such result, the managerial implications and follow-up recommendations were summarized in this research.
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WU, WAN-CHIN, und 吳宛津. „The Study of Influence of Brand Equity, Customer Value, Customer Satisfacation and Customer Loyalty －A Case Study of Wretch“. Thesis, 2008. http://ndltd.ncl.edu.tw/handle/dz23n8.
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碩士銘傳大學
傳播管理研究所碩士班
96
As the technology of Web2.0 developed, blog became the essential service platform. In Taiwan, numerous people began to widely use blog service platform in recent years, especially the famous blog “Wretch”, which is the biggest social networking website and also the first service started charging but could still maintain its popularity. In the serious competition among blog services, it’s imperative to provide excellent brand equity, high customer values and satisfactions, which are highly correlated to customer loyalty. The major purpose of this thesis is to study the influence of the variables mentioned above, therefore, Wretch was picked as a case study. I adopted “purposive sampling” as my research methods and collected totally 308 VIP members, with 306 of them was returned and analyzed. Research results indicated that 1.Brand image and awareness of brand equity significantly affected emotion value of consumer value. 2.Emotion value and price value of consumer value significantly affected customer satisfacation. And emotion values have greater influences on consumer’s satisfaction. In addition, Quality value, emotion value and price value of consumer value significantly affected customer loyalty. And emotion values have greater influences on consumer’s loyalty. 3.Brand image and awareness of brand equity significantly affected consumer satisfaction and customer loyalty. And brand image have greater influences on consumer’s satisfaction and loyalty. 4.Consumer satisfaction have close relationship with consumer loyalty.And consumer satisfaction significantly affected customer loyalty. Take consumer’s life style as a medium variable or broaden the research scope to diverse blog services would be more complete for the further research.
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Lin, Yongrui, und 林詠睿. „The Influence Of Service Personnel’s Empathy On Store Image, Customer Satisfaction And Customer Repurchase Intention“. Thesis, 2012. http://ndltd.ncl.edu.tw/handle/03145303817794826641.
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碩士義守大學
資訊管理學系
100
Owing to the rising new trend of the retail market, franchised convenience stores not only sell daily necessities, food, and beverage, but also offer innovative services that set them apart from the conventional grocery stores. Because of the equivalently high-quality service and similar service content, the performance of the service staff is a major factor that impacts large-scale convenience store chains. The purpose of this research is to discuss the relationship between a service staff that offers empathy-oriented professional enthusiasm to understanding customer needs, and the influence that has over customer satisfaction and their repurchase intentions. To obtain the above mentioned research objective, this study uses physical retail store customers of 7-ELEVEN as research subjects, adopts a paper questionnaire survey that received 343 valid return copies, and utilizes two stages analysis. This research results show the empathetic attitude of the service staff has a positive effect on customer satisfaction. The empathetic attitude of the service staff has a positive effect on the image of the nonphysical store. The image of a nonphysical store has a positive effect on customer satisfaction. The image of a nonphysical store has some mediating effect on the influence of the service staff’s empathetic attitude on customer satisfaction. Customer satisfaction has a positive effect on their repurchase intention. Customer satisfaction has some mediating effect on the influence of the service staff’s empathetic attitude on customers’ repurchase intention. In this study, demographic variables were used in to analyze the reasons that consumers opt to shop in 7-Eleven, an international chain of convenience stores. Findings of this research are given below to show our study. Male consumers attach importance to store atmosphere, female consumers attach importance to other factors for consideration including activity of coupon collecting in trade of gifts; consumers aged 19~32 years give weight to merchandise diversity; consumers aged 40~50 years lay particular stress on personnel and facility services; consumers with senior high and vocational senior high education background and college education background have preference for personnel and facility services; consumers who earn monthly salary NT$8,000 and below and those who earn ND$18001-NT$28000 value merchandise diversity and selling price; and students and service industry workers lay stress on a full line of merchandise and store atmosphere. Those who opt to shop in 7-Eleven place importance on “vicinity and convenience,” “a full line of merchandise,” “spaciousness and comfort” and “satisfactory services,” while consumers who deem empathy critical consider the need to enhance empathy that will increase the repurchase intention. Overall, a service staff’s empathy can heighten a customer’s positive intentions. Hence, the franchise retail operators should enhance the service staff’s empathy, so as to improve the image of the nonphysical store and customer satisfaction, and in turn create a service quality with a higher implicit value for the daily consumption of their customers.
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Chao, Tzu-chiang, und 趙自強. „The Influence of Customer Empowerment on Customer Relationship Strength: The Moderating Effect of Product Categories“. Thesis, 2012. http://ndltd.ncl.edu.tw/handle/91613481199603120780.
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碩士中國文化大學
國際企業管理學系
100
If corporations can maintain consumer relationship，there will have long term relationship between with corporations and corporations；therefore；corporations marketing and operations cost may not only can cost down，but also increase customers satisfaction and enhance positive word-of-mouth. For the consumer，the relationship between consumer and corporations can enhance consumer’s both confidence and sense of security. And the consumer can reduce purchase risk and searching cost. How to get long-term customer relationship is an important issue. So many firm try to provide customer empowerment strategy to increase customer loyalty and positive word-of-mouth. This research focuses on customers empowered how to increase long-term consumer relationship and how the Product Categories effect the consumer relationship, customer satisfaction, customer relationship strength, customer commitment and relationship bonds , striving for greater benefits for customer and corporations .
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Lee, Chih-Chien, und 李知謙. „Influence Analysis of Service Quality to Customer Loyalty in Fintech Applying to Intelligent Customer Service“. Thesis, 2018. http://ndltd.ncl.edu.tw/handle/84fdh5.
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碩士中原大學
企業管理研究所
106
The era of artificial intelligence (AI) has driven the rise of financial technology (FinTech). Many banks, such as CTBC Bank, E.SUN Bank and O-Bank, have begun to actively implement FinTech services and technologies. Bank lobby’s receptionist robot, online banking’s financial management robot, smart customer service robot, etc., are all examples of FinTech’s smart customer services. All the banks hope to provide the public with faster and more convenient services through FinTech, as well as to enhance service quality and its connotation, thereby increasing customer loyalty to the bank. Therefore, this study focused on the changes in the bank’s service quality and connotation of service quality brought about by FinTech’s smart customer service, and observed how they relate to, and impact, customer loyalty. The study observed whether it would cause different results and differences in customer loyalty if customers understood or used smart customer service in a physical bank or online banking. Through the research results, this study aimed to provide specific suggestions for the implementation of smart customer service in the financial industry. The samples were collected via physical and online questionnaire, in which the research subjects were customers who had or had not experienced smart customer service in a physical bank or online banking. A subsequent examination was then carried out through regression analysis. The results of this study show that for customers who had used smart customer service in a physical bank, if the empathy and assurance of the connotation of service quality were more positive, the impact on customer loyalty was greater, with assurance having the greatest impact on customer loyalty, followed by empathy. On the other hand, for customers who had used smart customer service in online banking, if the personnel quality and interactive quality of service quality, as well as the assurance and empathy of connotation of service quality were more positive, the impact on customer loyalty was greater. Hence, for banks to develop FinTech’s smart customer service, top priorities should be given to personal interaction and interactive service quality, and assurance and empathy of service quality connotation. That is to say, smart customer service’s personnel behavior, interactive quality, assurance, empathy and reliability are factors that customers care most about. Hopefully, the study’s results can help the financial industry better understand which factors are more important in regard to service quality and connotation of service quality, and pay more attention to them while implementing smart customer service, so as to increase customer loyalty to the banks.
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Lu, Suchen, und 呂素瑱. „The Influence of Customer Empowerment on Customer Relationship Strength: The Moderating Effect of Innovation Adoption“. Thesis, 2011. http://ndltd.ncl.edu.tw/handle/92842038132718088208.
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碩士中國文化大學
國際企業管理研究所
99
As technology advances, the flood of information expansion and globalization, the competition becomes increasingly fierce and has become more and more difficult to maintain consumer loyalty. Thus, the new idea of consumer empowerment strategy came into being, namely, the marketing strategies for corporations do not simply emphasize products and services, but common experiences and interactions with customers, the process of creating value, and maintenance of long-term relationships. For consumers, their satisfaction in the process of purchases that allows consumers' objectives to be achieved smoothly and further keep a long-term relationship with corporations will reduce purchase risks and searching costs. Due to a rapidly shortened lifespan of products or services, “innovation” becomes an important factor that influences the maintenance of long-term customer relationships. This research focuses on customer empowered strategies of the supplier of Harley Davidson and the strength of relationships with their customer groups. It is hoped that a thorough understanding of customers' behavior is generated from the characteristics of innovation adoption and the potential influence on the strength of their relationships. This research targets members of the Harley Davidson Motorcycle Club to conduct a survey of 250 valid questionnaires that were obtained through convenience sampling. After studying variables for statistical analysis, this research confirms the correlation between customer empowerment and customer relationships, however, there is negative correlation between customers’ characteristics of innovation adoption and the strength of relationships, but customers’ commitment and connections can enhance interaction with the supplier, and further enter long-term cooperation, striving for greater benefits for both sides.
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MAO, KUO-HUI, und 毛國輝. „The Study of the Influence between Service Quality , Customer Perceived Value, Customer Satisfaction and Customer Loyalty－The Case of Pxmart“. Thesis, 2011. http://ndltd.ncl.edu.tw/handle/26238106580244731191.
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碩士國立高雄應用科技大學
國際企業系
99
Under the influence of commercial society of free competitions, if small and medium retail businesses don’t run businesses well, they will quit in the competitive market or be merged. Pxmart used to be a supply and sale public section organization, but now, it provides service to the public. Pxmart having the different shop image also have huge growth. Its service quality and customer whole satisfaction definitely influences customer loyalty and make it expand its business persistently to become the Taiwan’s biggest supermarket.
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Liao, Pei-Yu, und 廖珮妤. „The Influence of Atmosphere on Customer Perceived Value, Customer Satisfaction and Customer Loyalty-A case of Hualien specialty coffee shop“. Thesis, 2018. http://ndltd.ncl.edu.tw/handle/5mgsss.
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碩士國立東華大學
國際企業學系
106
With the rapid growth of Taiwan's economy in recent years, the national income are increasing year by year, and the living standard has been improved. People's demand for life is no longer only food full, but also begins to pay attention to quality of life and leisure activities. Consumers' consumption patterns of coffee drinks have become diversified and refined, and the consumer environment has become one of the key factors affecting their choice. In the past, scholars have explored many factors that affect the Customer Loyalty. According to the Theory of American Customer Satisfaction Index：Customer Perceived Value, Customer Satisfaction will affect Customer Loyalty. The major purpose of this study is to understand the relationship between Customer Satisfaction and Customer Loyalty, the Atmosphere as a moderator between Customer Perceived Value and Customer Satisfaction. According to the findings of this study, Hualien County consumers as the research object, the questionnaire was issued between June 15, 2018 to June 29, 2018, a total of 2 weeks, the recovery of the effective sample of 206. The research results show that Customer Perceived Value and Customer Satisfaction will positively affect Customer Loyalty. In theory, new contributions will determine that Atmosphere will positively affect Customer Satisfaction. In practice, the items in the questionnaire were changed to specific categories and illustrations. We found that light music is most suitable for background music in coffee shops. In terms of environmental design, the industrial loft style with bright, normal temperature and low contrast are the most popular among consumers. The results of the above questionnaires will be easier to refer to practical applications. Due there`s many factors affecting Customer Loyalty, this study can not deeply explore the relationship between all variables, which is the restriction of research.
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Wu, Ying-Hsuan, und 吳瑩暄. „The Study of the Influence of Customer Value on Customer Satisfaction and Customer Loyalty focus on Online Shopping Platforms -Live“. Thesis, 2019. http://ndltd.ncl.edu.tw/handle/88ta39.
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碩士遠東科技大學
休閒運動管理碩士學位學程
107
With the advanced IT and popularity of the Internet, online shopping platform will dominate the shopping activity in the future. In this study, we will discuss the way how online streaming sale attracts consumers and analyze the key successful factors of Facebook online streaming marketing. Besides, we hope to find the related patterns of marketing management for future sales to increase the sales. In this study, the target respondents are people who used to shop via online streaming sale. We do the data collection and analysis by using the dimensions of customer value, customer satisfaction, and customer loyalty. We deliver 400 questionnaires, and collect 400 questionnaires. There are 397 effective questionnaires and 3 invalid questionnaires, recovery ratio of questionnaire is 99.25%. With this data, we use the SPSS software to get descriptive statistics, Pearson correlation, and regression analysis to verify hypothesis. We discover that, by the demographic variable of customers with different "age", the customer value has significant difference; both the demographic variables of "age" and "occupation" lead that the customer satisfaction has significant difference. Besides, considering different "age", "average interval for online shopping", and "average daily time for surfing online shopping website", and "average monthly expense on shopping", the customer loyalty also has significant difference. Consequently, the customer value has significant and positive influence on the customer satisfaction; the customer value has significant and positive influence on the customer loyalty, and the customer satisfaction has significant and positive influence on the customer loyalty.
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CAI, YI JHEN, und 蔡依臻. „The Customer Faith to Audit Influence of the Quality“. Thesis, 2012. http://ndltd.ncl.edu.tw/handle/27958754111953130884.
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碩士大葉大學
會計資訊學系碩士班
100
The purpose of this study was to examine the relationship between customer trust with accounting staff’s. Two hundred and seventy-seven anonymous surveys from accounting firms and two hundred and fifty-two anonymous surveys from its customer in Taiwan were analyzed to examine the research problem. Research methods of reliability analysis, correlation analysis and multiple regression analysis. Results indicated that Audit quality and two proxy variable was related to customer trust. Further proposed the study limitations and suggestions implications of these findings are discussed.
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Wu, Ya-lin, und 吳雅琳. „The Influence of Employee Affective Delivering on Customer Engagement“. Thesis, 2012. http://ndltd.ncl.edu.tw/handle/61285719901831863828.
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碩士國立高雄第一科技大學
行銷與流通管理研究所
100
Previous studies indicated that employee affective delivery affects customer emotions, which in turn influence the emotional contagion between employees and customers, resulting in satisfaction and customer behavioral intentions as well. In addition, customer engagement has emerged as a new issue in many fields, but the research exploring the relationship between customer engagement and employee affective delivery is scant. Based on the theory of emotional contagion and customer engagement, this study investigates antecedents and consequences of customer engagement, and thus provides a more comprehensive model. From literature review, two critical antecedents (employee affective delivery and customer emotion) and two consequences (customer satisfaction and loyalty) of customer engagement are included in this study. In other words, the mediating effects of customer engagement on the relationships of employee affective delivery and customer loyalty behaviors are under investigation With convenience sampling method and a customer survey in hair salon business context, this study obtained 642 usable observations. Structural equation modeling (SEM) techniques are employed to test hypotheses and major findings are as follows. Firstly, employee affective delivery positively influences customer emotions, cooperation and customer satisfaction. Secondly, customer emotions positively affect cooperation, participation, customer satisfaction and loyalty intentions. Third, cooperation positively influences participation and loyalty, but fails to impact customer satisfaction. Fourth, participation enhances customer satisfaction and loyalty. Finally, customer satisfaction triggers loyalty as expected.
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Hung, Chin-Tang, und 洪錦堂. „Factors that influence customer repurchase intention in the real“. Thesis, 2011. http://ndltd.ncl.edu.tw/handle/75163829578556664726.
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碩士國立勤益科技大學
流通管理系
99
The statistics from Directorate-General of Budget, Accounting and Statistics, Executive Yuan, indicates that service industry accounted for 73.2% of the country’s aggregate GDP in 2008, and that the ratio has been increasing year on year, showing service sector’s greater contribution to Taiwan’s economy. As Peter F. Drucker, the father of modern management, put it, “New economy is service economy, and service is the source of competitive advantage.”,”The purpose of business is to create and keep a customer.", servitized organizations characterize today’s society and mark that Taiwan is moving toward a service-oriented economy. The first Cross-strait Service Industry Forum kicked off on May 26th, 2011, where it has been manifested that service industry has increasingly taken on greater significance in terms of development of cross-strait economy, and that the bilateral cooperation in the service industry became the focus since the ECFA (The Economic Cooperation Framework Agreement) was signed by Taiwan and China governments. It was also pointed out that the future direction of Taiwan’s service industry would move toward the burgeoning markets in China and other Asia regions. There are plenty of researches concerning service quality, customer satisfaction, and customer loyalty, most of which were analyzed by industry, while real estate industry has been rarely considered as the research subject on similar topics to investigate the above factors’ influence upon customer repurchase intention. By examining various perspectives—service quality, customer satisfaction, and customer loyalty, along with a new element “branding”, this paper aims to investigate those factors that influence customer repurchase intention in the real estate industry. Moreover, the combination of modern technology and website characteristic, an important way for customer communication, is incorporated into the service quality perspective, forming both physical and virtual perspectives to be discussed altogether. This would enrich the research result with originality, and hopefully the research result with an emphasis on real estate industry could raise or make an extension novel insights and standpoints. This paper looks into the service industry that has enormous impact on and makes a contribution to Taiwan’s economy. It focuses on the real estate industry, which has the highest amount of consumption in each deal in the retailing market and the control on the relevant industries. With “service profit chain” served as theoretical framework (James L. Heskett et al., 1994), this paper also investigates the correlations among perspectives such as service quality (including website characteristics), branding, customer satisfaction, customer loyalty, and customer repurchase intention by conducting a questionnaire survey and making survey analysis. In this way, the key factors that influence real estate customers’ repurchase intention could be deduced, providing information and insights for future academic research or for the service and operation of real estate companies.
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Lin, Ya-Wen, und 林亞紋. „The Influence of Situational Variables on Other-Customer Failure“. Thesis, 2010. http://ndltd.ncl.edu.tw/handle/39844102027127821506.
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Lin, Chin-Yen, und 林金燕. „The Study of Influence Customer Loyalty in Domestic Airlines“. Thesis, 2006. http://ndltd.ncl.edu.tw/handle/74726119063583729773.
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碩士國立東華大學
企業管理學系
94
Under several recent impacts (the 911 attack, SARS, the finish of the high speed rail way through islet), the local aviation business has been effected immensely. According to the experience of Japan and Europe, only 10%-20% of the passengers will choose airplane as their transportation tool within 500 km radiation. Within 300 km, this percentage will reduce down to 0. Thus, it is necessary for the present local aviation companies to consider how to deal with these fast changes. Especially when the marketing of the aviation has just begun to reduce, the infrastructure of the company is the first one to be re-evaluated. Riechheld and Sasser (1990) has pointed out the increase of the customer loyalty will reduce the cost and increase the venue. Therefore, it is a major issue for the aviation company that how to maintain the loyalty of the customers under this pressure of competition. Winer (2000) suggested that the long term relationships with the customers is built on their loyalty and recognition to the company. For the aviation businesses, it is very hard for customers to evaluate of the service. Thus, the identification is very important to reduce the consciousness risk. In this report, when we studied the impact of brand equity on the loyalty to the company, we have found that there are 2 methods which could increase the loyalty to the company. First is to increase the brand trust. Secondly, the consciousness risk will decrease by increase the brand equity. Thus, the loyalty to the company will be increased. Other than the safety, the customers require a company with high quality guarantee.
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Liao, Te-Yeh, und 廖德葉. „The Influence of Airline Service Convenience on Customer Satisfaction“. Thesis, 2019. http://ndltd.ncl.edu.tw/handle/ghcke3.
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碩士國立臺灣海洋大學
航運管理學系
107
Service convenience is an important topic of service research. Service convenience refers to consumers’ perceived time and effort expenditures related to buying or using a service. Past research focused on service convenience in the retail and online-shopping sectors of service convenience. Little is known how passengers perceive service convenience in the airline sector. The procedures of taking flight which include purchasing tickets, transaction, check-in process, flight-accuracy, and baggage-handling, etc. are always time and effort consuming for passengers. Understanding how passengers evaluate airline service convenience is important. This research not only builds a conceptual framework of service convenience in the airline sector through previous studies but also examines how convenience influence customer satisfaction. By using data from 225 passengers who has taken a plane, the results indicated that transaction convenience, benefit convenience, post-benefit convenience and baggage-handling convenience have a positive effect on customer satisfaction which decision convenience and access convenience have no effect on. The results can help understand passengers’ perceived airline service convenience and can provide airline company a useful reference of service procedure design.
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Linford, Pierre. „The influence of supply chain collaboration on customer value“. Thesis, 2008. http://hdl.handle.net/10210/286.
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Vinha, Maria Beatriz Faria de Nogueira. „The influence of green marketing on the Worten customer“. Master's thesis, 2020. http://hdl.handle.net/10071/21849.
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Continued shortage and overuse of natural resources have brought catastrophic environmental
consequences that have led to ecosystem degradation, species extinction and, climate change. As a
result, environmental concern is continuously increasing, which is highly visible in the new priorities,
trends, and habits of the new consumer that has never been so green.
Consequently, sustainability is becoming more and more important for organizations that want to
address consumer needs by taking their responsibility and minimizing their environmental impact while
adding a social contribution.
Green marketing (GM) is the tool that allows to promote a social and ecological corporate
awareness and gain competitive advantages such as improving corporate environmental performance,
image, and reputation. For this, it must be effectively and consistently managed.
Nevertheless, although GM is an increasingly common practice within businesses, in general,
organizations do not evaluate the impact of the brand's GM on the customer.
Thus, this study focuses on understanding the influence of GM on the Worten consumer. A leading
electronics consumer company which, although it has a strong and coherent environmental program,
lacks knowledge of its effect on its customer. This represents the problem submitted by the green retailer
that was researched and answered.
The main results achieved led to the conclusion that there is a strong environmental concern
reflected in the Worten consumer's predisposition to adopt green behaviors and consumption decisions
despite the constraining price barrier. However, the Worten customer is unaware and not engaged in
the brand's green efforts mainly due to the company's difficulty in communicating them effectively to
its customer. Finally, five improvement proposals in this regard are suggested.A contínua escassez e utilização excessiva dos recursos naturais provocou consequências ambientais catastróficas que levaram à degradação dos ecossistemas, à extinção de espécies e às alterações climáticas. Como resultado, a preocupação ambiental está continuamente a aumentar o que é claramente visível nas prioridades, tendências, e hábitos do novo consumidor, que nunca foi tão verde. Consequentemente, a sustentabilidade está a tornar-se cada vez mais importante para as organizações que querem responder às necessidades dos consumidores, assumindo a sua própria responsabilidade e minimizando o seu impacto ambiental, acrescentando simultaneamente uma contribuição social. O marketing verde (MV) é a ferramenta que permite promover uma consciência empresarial social e ecológica e obter vantagens competitivas, tais como a melhoria do desempenho ambiental, da imagem e da reputação da empresa. Para tal, é imperativo que esta ferramenta seja gerida de forma eficaz e consistente. No entanto, embora o MV seja uma prática cada vez mais comum nas empresas, em geral, as organizações não avaliam o impacto do MV da marca no cliente. Assim, este estudo centra-se na compreensão da influência do MV no consumidor Worten. Uma empresa líder no consumo de eletrónica que, embora tenha um programa ambiental forte e coerente, carece de conhecimento sobre seu efeito no seu cliente. Este representa o problema colocado pelo retalhista que foi investigado e respondido. Os principais resultados atingidos concluíram que existe uma forte preocupação ambiental refletida na predisposição do consumidor Worten para adotar comportamentos e decisões de consumo verdes, apesar da barreira condicionante do preço. Contudo, o cliente Worten desconhece e não participa nos esforços verdes da marca sobretudo devido à dificuldade da empresa em comunicá-los de forma eficaz. Finalmente, são sugeridas cinco propostas de melhoria neste sentido.
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Chen, Pei-Chun, und 陳沛均. „Influence on customer satisfaction and customer loyalty of glasses company in Taiwan : A service quality perspective“. Thesis, 2015. http://ndltd.ncl.edu.tw/handle/p55p67.
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碩士國立中正大學
高階主管管理碩士在職專班
103
Due to the progress of technology, the time of people used 3C products get longer caused the population of Myopia more and more, and the age groups also decreasing day by day. In the condition, the company of glasses expand vary fast. But what factor influence people chose company of glasses? Our study used service quality perspective in customer satisfaction and customer loyalty of glasses company. Otherwise, because be about to drafted of optician, our study add the variable of expertise of optician. Our study result show that the tangibles, reliability, assurance and empathy of service quality affect customer satisfaction, and the expertise of optician also positive affect the customer satisfaction. In addiction the customer satisfaction affect customer loyalty positively. The results on the aspect of academia and management practice both had good implications. Keywords: service quality, the expertise of optician, customer satisfaction and customer royalty
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Chen, Shiao-Chuan, und 陳小娟. „The Influence of Emotional Labor on Customer Satisfaction: Exploring the Mediating Role of Customer-Oriented Behavior“. Thesis, 2015. http://ndltd.ncl.edu.tw/handle/dk8exn.
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碩士淡江大學
企業管理學系碩士在職專班
103
Management of financial institutions has continuously focused on the way to help service employees regulate their own emotions when facing a variety of customers so so that they can exhibit customer-oriented behavior and then improve customer satisfaction. The purposes of the study are to examine the influences of emotional labor on employees’ customer-oriented behavior and customer satisfaction as well as the mediating role of customer-oriented behavior between emotional labor and customer satisfaction. We collected data from 42 service employees in banks and their 498 customers, and then conducted subsequent analyses. The results of hierarchical regression showed that emotional labor had positive effects on customer-oriented behavior and customer satisfaction. Employees’ customer-oriented behavior also had positive effects on customer satisfaction. In addition, the relationship between emotional labor and customer satisfaction was mediated by employees’ customer-oriented behavior. Both theoretical and practical implications are discussed.