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Bae, Young Han. "Three essays on the customer satisfaction-customer loyalty association." Diss., University of Iowa, 2012. https://ir.uiowa.edu/etd/3255.
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The association between customer satisfaction and customer loyalty is one of the most central relationships for marketing theory and practice. To improve our understanding of this essential relationship in marketing, we develop a comprehensive and flexible theoretical framework for analyzing the association between customer satisfaction and customer loyalty, which simultaneously incorporates heterogeneity in the possible dimensions of competitive settings. This theoretical framework is grounded by more than 40 years of academic and practitioner research on the association between these two constructs, which allows us to more precisely examine the true nature of the association between satisfaction and loyalty by incorporating competitive setting heterogeneity. In addition, we test our theoretical framework by estimating a 3-level empirical hierarchical linear model, using American Customer Satisfaction Index data and several customer, firm and industry characteristics.
Our findings indicate that the true nature of the association between satisfaction and loyalty is significantly influenced by competitive setting differences. Accounting for such differences allows firms and managers to significantly increase their ability to effectively convert satisfaction investments into loyalty. Also, we identify important trade-offs between the intercept and slope of the association between the two metrics, indicating that firms' incentives to invest or not in satisfaction differ dramatically across industries. Depending on the shape of their satisfaction-loyalty curve, firms can obtain a certain level of loyalty by indirectly choosing how much to invest in satisfaction. Therefore, customer satisfaction must be treated as an endogenous variable. In our subsequent analysis, we control for both satisfaction endogeneity and competitive settings heterogeneity using a Two-Stage Least Squares 3-level hierarchical linear model, correcting the standard error estimates via a jackknife procedure. This research provides precise, important theoretical and managerial insights, and broadens our understanding of the essential features of the satisfaction-loyalty relationship.
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Van, La Khanh. "Customer loyalty in web-based retailing." [Melbourne] : RMIT University, 2005. http://adt.lib.rmit.edu.au/adt/uploads/approved/adt-VIT20070108.150426/public/02whole.pdf.
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Behrami, Faton, and Mikael Jonasson. "Kundlojalitet : en studie om vilken påverkan de demografiska aspekterna har på kundens lojalitet mot sin bank." Thesis, Högskolan Kristianstad, Sektionen för hälsa och samhälle, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-11008.
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In Sweden today almost all people are connected to a bank in some way. It can range from loans, savings, shares, etc. They have a current account where salaries, student aid etc. is paid. Due to the large selection of banks, it has become more important for banks to be competitive in their services to their customers so they don’t change bank. This has led to that more and more banks are trying to get their customers to be more loyal to the bank by being more competitive. Loyalty is the result of several interrelated factors such as customer satisfaction and service. This leads to the purpose of this study to investigate if the demographic aspects have any influence on loyalty. Through a questionnaire survey, this study examined whether there is an influence of the demographic aspects on loyalty. The questionnaire consisted of questions based on previous research. It was distributed to people in Kristianstad on three different locations. Overall response rate to the questionnaires distributed gave us a participation of 110 respondents. The results were then statistically processed in order to test if there is a significant difference in loyalty within the various demographic aspects. According to this study, we could not find any differences in the demographic aspects. However, we were able to find small differences in the mean values between the different groups in the demographic aspectsI dagens Sverige är i stort sett alla personer på något sätt kopplade till en bank. Det kan vara alltifrån lån, sparande, aktier m.m. Nästan alla personer i dagens Sverige har ett transaktionskonto dit lön, studiemedel m.m. utbetalas. På grund utav det stora utbudet av banker har det blivit viktigare för bankerna att vara konkurrenskraftiga i sina tjänster till sina kunder så att de inte byter bank. Detta har medfört att fler och fler banker satsar mycket resurser på att få sina kunder att bli lojala mot banken. Lojalitet är resultatet utav flera sammanhängande faktorer som exempelvis kundnöjdhet och service. Detta leder till uppsatsens syfte att undersöka ifall de demografiska aspekterna har påverkan på lojalitet. Genom en enkätundersökning har denna studie undersökt ifall det finns en påverkan av de demografiska aspekterna på lojalitet. Enkäten bestod av frågor som grundar sig på tidigare forskning. Den delades ut till personer i Kristianstad vid tre olika tillfällen. Totala svarsfrekvensen på de utdelade enkäterna gav oss ett deltagande på 110 respondenter. Resultaten har sedan bearbetats statistiskt för att testa ifall det råder signifikanta skillnader på lojalitet inom de olika demografiska aspekterna. Enligt denna studie kunde vi inte påvisa några skillnader inom dem demografiska aspekterna. Däremot kunde vi urskilja små skillnader i medelvärdena mellan de olika grupperna i de demografiska aspekterna.
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Sharp, Byron Malcolm. "Evaluating the impact of a loyalty program on brand loyalty : can loyalty programs produce deviations from established 'Dirichlet' patterns of repeat-purchase? /." Title page, contents and abstract only, 1999. http://web4.library.adelaide.edu.au/theses/09PH/09phs5308.pdf.
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Carev, Danijel. "Guest satisfaction and guest loyalty study for hotel industry /." Online version of thesis, 2008. http://hdl.handle.net/1850/8037.
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Zammit, Joseph A. "Antecedents to service loyalty : a theoretical and empirical investigation." Thesis, University of Surrey, 2000. http://epubs.surrey.ac.uk/740/.
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Naveed-ur-Rehman, Muhammad. "Customer Retention Strategies of Compressed Natural Gas (CNG) in a Developing Country (Pakistan)." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-24338.
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Background: Statistics say that Pakistan is the third largest user of compressed natural gas, its increased demand has encouraged investment in this sector. Number of stations has doubled in less than four years, this has increased the ratio of competition and low amounts of profit. Cut throat competition forces retailers to work on quality for customers’ retention and for this retailers are expected to understand the needs and requirements of their customers. This understanding is the only key to customer retention. Research undertaken focus on the key issues faced by CNG stations for customers’ retention. The study will focus on retailer’s strategies for customer retention in a competitive environment. Purpose: The purpose of this paper is study customer retention strategies adopted by compressed natural gas (CNG) retailing stations, in a developing country (Pakistan). Research Question: How do CNG retailing stations satisfy, make loyal, and retain their customers in a competitive environment? Methodology: Deductive approach has been adopted for this research to investigate the behaviour of customers through telephone interviews, as it is a distant research. Convenience sample has been selected for this research and ten semi-structured telephonic interviews have been conducted to get the empirical data from the CNG retailers of Lahore, stations from ten different stations have been selected on the basis of prestige, repute and amount of publicity in print and electronic media. Semi structured interviews will be based on primary and secondary data together. Primary data is in the form of interviews, secondary in the form of reports and published journals. Telephonic interview was based on open-ended questions to judge the views, knowledge and utility of customers experience and close-ended questions that have provided the direct and accurate answers. Telephonic interviews have advantages and disadvantages but for a distant research like this, it is the only best possible methodology to get first-hand knowledge quickly, interview was based on ten questions to get a complete picture of customers’ retention. Operationalization was based on 14 questions question 1 to 6 are about customers’ satisfaction, 7 to 11 customer loyalty and 12 to 14 customer retention. Validity and reliability is the key to success for any research. Same question were asked in different ways to check the reliability of the answers, target oriented questions were asked to validate the objective of the research and to make research credible. Conclusion and Results: The research establishes that most companies do not have specific plans for the customer retention in a cut-throat competitive environment. Customers’ service and technical issues were the targeted areas to understand the customers’ retention. Customers’ retention means profit, low retention means low profits. Result in a nutshell is an increased focus on imperial investigation, which is inevitable to study strategies for customer retention for the survival in the competitive world.
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Keiningham, Timothy L. "Satisfaction and loyalty : examining and challenging the linkages leading to firm performance." Thesis, Staffordshire University, 2009. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.522117.
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Amarsanaa, Bolor, and Joshua Anjorin. "Mobile Marketing : Study of ICA - Correlation between mobile marketing and customer loyalty." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-11766.
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ABSTRACT Title: Mobile Marketing: Study of ICA – Correlation between mobile marketing and customer loyalty Level: Master Degree in Business Administration Authors: Bolor Amarsanaa and Joshua Anjorin Supervisor: Ernst Hollander Date: 2012 – January Aim: Having loyal customers is a key for successful organizations. There is increased complexity and competitiveness in the market place as regards to what companies need to do and how to do them in meeting the needs of customers. Is that why companies today are exploring the potentials of mobile phones to ultimately earn customers’ loyalty? However, there is not much research done in this area, especially in finding correlation between mobile marketing and customer loyalty. Thus, this research aims to examine correlation between mobile marketing and customer loyalty. Method: Data collection methods included literature reviews, a questionnaire and interviews. These were analysed by hypothesising, comparing with theories, and the use of descriptive analysis, correlation, and other methods presented as discussions, tables, and charts. Results & Conclusions: The theoretical and empirical research findings show that customer loyalty is positively related with mobile marketing. Use of mobile marketing such as mobile application, mobile web and SMS can perhaps enhance customer loyalty by meeting the demand of customers; increasing interaction and communication with customers; and increasing customer satisfaction. However, due to the research limitations and due to the fact that mobile marketing is a relatively new field of study, it needs some more time and more extensive research to make a general assumption about relationship between them and the strength of such relationship. Suggestions for future research: For further research, more extended research with broader samples is essential. It will be also crucial to investigate how much of an effect mobile marketing has on customer loyalty by scrutinizing company’s cost and profit measurements of mobile marketing besides opt-in and opt-out measurements of customers. Contribution of the thesis: We hope that this research has scratched the surface to this new field of study and made an addition to existing theory. It also stirs up interests in the emerging research on mobile marketing’s untapped potentials. Key words: Mobile Marketing, Customer loyalty, mobile phone, customer satisfaction, communication with customers.
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Sheehan, Benjamin. "How interjections increase customer satisfaction, purchase intent and loyalty." Thesis, Queensland University of Technology, 2022. https://eprints.qut.edu.au/232832/1/Benjamin_Sheehan_Thesis.pdf.
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This research suggests that interjections e.g., “wow”, “aww”, and “hmm”, shape consumer attitudes and behaviours. Seven experiments demonstrate that consumers are more satisfied, willing to purchase, and loyal when service agents (human or chatbot) use interjections. Consumers respond positively to interjections because they feel listened to, feel the agent is in a positive mood, and feel the agent is human. The effect holds across a range of contexts and stages of the purchasing process. The findings shed light on a range of psychological processes while providing a straightforward means of enhancing satisfaction, purchase intent, and loyalty.
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Basmanji, Jacqueline Sarah, and Molina Angelica Rodriguez. "Customer loyalty in rural grocery stores : - a comparative study of Swedish and Spanish customers." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-26316.
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Purpose – The purpose of this research was to explain the determiners that influence customer loyalty in rural grocery stores with a comparison of Sweden and Spain. Design/methodology/approach – This is a quantitative research using a multi-cross sectional design with an explanatory approach. The data was collected with a questionnaire survey that was distributed using a face-to-face and online method. Findings – The findings of the research revealed significant support for customer perceived value, satisfaction, trust and commitment to influence customer loyalty. The research also confirms that there are differences in customer loyalty regarding rural grocery stores between Sweden and Spain. Research limitations/implications – This thesis extend previous research by testing an adapted conceptual model of customer loyalty in a context of rural grocery stores and explain the determiners of customer loyalty in Sweden and Spain. The limitations of the research are discussed and directions for future research areas are suggested. Practical implications – The study provides rural retailers with suggestions for marketing strategies related to the determiners (i.e. customer perceived value, satisfaction, trust and commitment) that might influence customer loyalty and attract the rural customers. Originality/value – This research adds to the current stream of rural research by investigating how customer loyalty can enhance profitability. This research has originality since it makes a comparison of two countries, which can be of great interest and inspiration for how to maintain and develop rural grocery stores. Lastly, the research is significant as it provides implications to rural retailers as well as Provincial Governments.
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Bergman, Louise, and Dina Hatab. "Lojalitet och kundnöjdhet : En fallstudie om hur hotellreceptionister arbetar med lojalitetsprogram." Thesis, Örebro universitet, Restaurang- och hotellhögskolan, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:oru:diva-51927.
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Craucamp, Frederik Willem. "Factors influencing customer retention, satisfaction and loyalty in the South African banking industry." Thesis, North-West University, 2012. http://hdl.handle.net/10394/9009.
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Customer retention, loyalty and satisfaction are extremely important elements in any company’s strategy, especially in the highly competitive South African banking industry. Understanding the various factors that could influence these constructs is therefore critical to organizational success.
Several studies showed the impact of these measures on profitability and shareholder value, but there has been little effort to access the factors that might lead to higher levels of retention, loyalty and satisfaction, especially in the banking industry.
This paper examines the antecedents of customer retention, satisfaction and loyalty. These possible factors include: perceived value, perceived corporate image, perceived competitive advantage, perceived switching barriers, communication, knowledgeable employees, empowerment, personalisation, ethical behaviour, fees, relationship marketing, service quality (core and relational) as well as enabling service features.
The results indicated that customer loyalty, customer satisfaction, switching barriers and communication had a significant impact on customer retention; customer loyalty, perceived value, perceived corporate image, retention, empowerment and relationship marketing had a significant impact on customer satisfaction; and customer satisfaction, switching barriers, perceived value, customer retention, fees, competitive advantage and relationship marketing had a significant impact on customer loyalty. It is evident that there is a close relation between satisfaction, retention and loyalty as all three influence each other in some way or another.Thesis (MBA)--North-West University, Potchefstroom Campus, 2013.
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Kwan, Ho Yan. "Customer-company identification in service failure context: the role of service recovery, corporate social responsibility, and customer participation." HKBU Institutional Repository, 2015. https://repository.hkbu.edu.hk/etd_oa/198.
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In today’s competitive marketplace, simply satisfying customers is no longer sufficient to assure long-term customer-firm relationships, especially for firms that experience a service failure. Companies are now looking for additional ways to secure customer retention and raise customer loyalty. By applying social identity theory, this research empirically explores customercompany identification (customer identification) and its potential predicting factors in a service failure context. Service failures are inevitable but create negative emotions and behaviors in consumers that are directed against service firms. Service recovery from a failure is always a vital step in pacifying dissatisfied customers and maintaining ongoing relationships with them. However, is identification among customers also influenced by service recovery? The effect of customer perceptions of service recovery on customer identification is first examined in the present research. Moreover, given that service recovery may not always work in the desirable way that service firms expect, executing recovery is not the single solution for relationship maintenance following failed service. In contemporary marketing, corporate social responsibility (CSR) is considered a measure for rebuilding customer relationships that offers firms “insurance-like protection against negative situations. Then, would CSR complement a recovery strategy and be effective in protecting firms from service failure? The effect of the interplay between recovery and CSR on customer identification in the advent of a service failure is examined. In addition, today’s customers are eager to participate in their service experience. Customers can now enjoy services by cooperating with service providers. Whereas the current literature emphasizes the benefits of customer participation only in routine service settings, this research attempts to further explore the potential moderating role of customer participation in service delivery (either service provision or service recovery) in influencing customer post-failure identification and subsequent responses in a failure context. A multi-method approach has been adopted in the present research. A field survey was first conducted using a sample of 354 customers in Hong Kong; this was followed by two scenario-based laboratory studies using a total of 370 students. The research findings contribute to the literature and social identity theory by examining the interaction between recovery and CSR with respect to customer identification in a service failure. The results demonstrate that perceived recovery justice positively influences customer post-failure identification with a service firm. Also, high perceived CSR performance is more effective in fostering customer identification when customers have lower justice perceptions regarding the recovery attempt. Furthermore, the research sheds light on the value of involving customers in service delivery. Customer participation in either service provision or recovery strengthens the positive impact of CSR on customer identification and ultimately contributes to customer loyalty intentions. Therefore, involving customers in co-creating service or recovery is a cost-effective strategy to strengthen customer-firm relationships even in the advent of a service failure.
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Singh, Sylvester Sanjeev. "Developing service satisfaction strategies using catastrophe model a replication study in New Zealand : a thesis submitted to Auckland University of Technology in partial fulfilment of the requirements for the degree of Master of Business, 2003." Full thesis. Abstract, 2003.
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Onisimchuk, Mariya, Марія Василівна Онісімчук, Oleksandra Kabluchko, and Олександра Максимівна Каблучко. "Logistics approach to forming customer loyalty." Thesis, National Aviation University, 2021. https://er.nau.edu.ua/handle/NAU/50552.
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1. Loialnost klyentov. Kak vystroyt systemu loialnosty k kompanyy. Available at https://livetex.ru/blog/2019/03/loyalnost-klientov/ (last accessed 21.03.2019)
2. What is Customer Loyalty: Definition and Guide. Available at https://sendpulse.com/support/glossary/customer-loyalty (last accessed 19.03.2019)
3. What is customer loyalty? Available at https://www.qualtrics.com/experience-management/customer/customer-loyalty/In the modern world the problem of customer loyalty become more popular. In order to achieve the desired results, different companies resort to wrong actions, which only worsens the relationship with the client. A loyal customer is a satisfied customer who remains loyal to the company.
У сучасному світі проблема лояльності споживачів стає більш популярною. Для досягнення бажаних результатів різні компанії вдаються до неправильних дій, що лише погіршує відносини з клієнтом. Постійний клієнт - це задоволений клієнт, який залишається відданим компанії.
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Chuang, Ching-Ju, and 莊靜儒. "Customer Satisfaction and Customer Loyalty: Meta-Analysis." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/5e9q5f.
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碩士國立臺北大學
企業管理學系
103
The purpose of this research is to investigate the relationship between customer satisfaction and customer loyalty. A meta-analysis of customer satisfaction-customer loyalty constructs was conducted to identify the strength of the relationship and the influence of moderating factors affecting those relationships. By collecting articles from three databases (EBSCOhost: Business Source Complete, ProQuest: ABI/INFORM Complete and ScienceDirect Online, search the quantitative articles collected in the top 40 marketing journals, ranked by Hult, Neese, & Bashaw (1997), with keywords of: customer satisfaction to customer loyalty, repurchase, referral/ recommend and word-of mouth (WOM). After meta and regression analysis, here are our conclusion, first of all, customer satisfaction and customer loyalty indicate strong positive relationships (0.52160), second, sample size and whether if it is student sample would effect the relationship between customer satisfaction and customer loyalty.
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Wang, Hsiu-Ju, and 王秀如. "Domestic brokerage relationship quality, customer satisfaction, customer loyalty study." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/39556597394318959452.
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碩士國立臺灣大學
財務金融學研究所
99
The securities market is built on top of people and capital. Therefore, the interaction bewteen investors and a securities dealer is the key point to success. People often say that the securities brokerage industry is at the mercy of the weather, meaning that it all depends on unpreditable market condition. As a result, even when the next bull market emerges, a securities agent may still miss the opportunity if the service has not been maintained to a very high standard. Securities business customers are the most important strategic resources. Profitability and even the very survival of securities dealers depends heavily on factors such as customer satisfaction, customer loyalty, as well as the management and maintenance of long-term relations. In this study, we will analyze data collected from the top ten securities business customers in Taiwan, and propose possible strategies to enhance customer satisfaction and loyalty, given the current context of the expansion of cross-strait economic relations and the deteriorating price competition in the industry. The purpose of this study is to explore the correlation between relationship quality, customer satisfaction and customer loyalty, specifically, we will analyze: 1. Major dimensions of relationship quality, customer satisfaction and loyalty 2. The impact of relationship quality on customer satisfaction 3. The impact of customer satisfaction on customer loyalty. Found results: 1. Relationship quality antecedents (RQA) have a positive impact on relationship quality. 2. Relationship quality antecedents (RQA) have a positive impact on customer satisfaction. 3. Relationship quality has a positive impact on customer satisfaction. 4. Customer satisfaction has a positive impact on customer loyalty.
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Te, Chiu Huai, and 邱懷德. "THE EFFECTS OF CUSTOMER INVOLVEMENT ON CUSTOMER SATISFACTION AND LOYALTY." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/29385884741313619482.
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碩士樹德科技大學
資訊管理研究所
97
New broadband age is coming, facing requirement for the concept of ubiquitous, WiMAX is basic construction importantly, and rise in wireless broadband applied service by arrange a wireless broadband network then leads the development of information and communication industrial. This research adopts positivism method to prove that broadband users' relation between satisfaction and loyalty, after users experiences personally WiMAX broadband network, with the concept of experiential marketing, adopt Strategic Experimental Modules by Schmitt (1999), as Sense, Feel, Think, Act, Relate for a factor of study and discuss it. Regards operators who have WiMAX telecommunicate license in south area as study industries. After WiMAX basic construction finished, the operation would hold to promote sales activity or special project and open users to experience WiMAX in the operation's primary stage. The research object is users who experience WiMAX of the telecommunication company. Questionnaires issued by a way of Convenience Sampling. The researchable result as follows,(1)Feel, Relate Sense and have forward influence to customer satisfaction.(2)Customer satisfaction has forward influence to customer loyalty.(3)Feel has forward influence to customer loyalty.
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吳政學. "Researchof IC Verification Service Quality、Customer Satisfaction and Customer Loyalty." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/63446652930337237332.
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碩士中華大學
科技管理學系(所)
96
In the recent years IC design and production field is speeding and expanding, not only powered up the IC field, also created the relations between the related field developments. It directly connected the wafer foundry cooperation pattern, the internation position importance of this production, currently facing the international competition plus chasing a brighter and more colorful future for the alue of output. IC designers starts from shaping up the special case investigation, specification order and circuit diagram design, All the way throught the production line, In this complicated procedure, We still need to protect the quality of production, Verification business service takes an important part inbetween. Consequently, The IC verification business because of facing the huge competition, they should be aware of the production qulity and try to meet their customer need which are those IC designers choice, the verification business service should pay attention to this issue. So that’s why this research is about. Returing back to the research history, there are no recors about the verification service business. Therefore, this research is about the customer of the verification service business but not the service itself, Only reference from Parasuraman, Zeithaml, and Berry (1988) three scholars which point out about the service quality motel, Such as recognizing service quality for customer and the practical feeling that customer received, We have used questionnaire surveys to investigate and compare the basic issue, IC veification service quality、customer satification and customer loyalty. Methods of the research are Importance Performance Analysis、Descriptive Statistical、Correlation Analysis and Regression Analysis, To discuss the IC verification service quality、customer satification and customer loyalty, Relations between all three above. We discovered after the research, The interviewes had the practical feeling most about assurance, But the lowest practical feeling towards tangible, However,「verification company keeps the result confidential」、「verifier would still follow customer request and finish the testing」、「verifier will explain the testing result and supply complete report」, Three items about are what customer care most about. Besides, the customer satisfacation has a positive relation with service quality, Therefore, The customer satisfaction and customer loyalty also has positive relation. IPA result shows: 「The company has the most advanced equipment」、「Verifier would contact customers as soon as they get the product and try to understand customers need」、「Verifier would notify customer at the very first hand about testing result」and「Verifier would finish the testing project in the estimated time」, These service attributes are forced to be improved at the moment for case company.
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Hsiung, Hsueh-Yi, and 熊學毅. "From Customer Satisfaction to Customer Loyalty-Discussion the Customization Role." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/72442513462756840791.
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碩士國立高雄第一科技大學
行銷與流通管理所
94
ABSTRACT According to an estimated plan of Industrial Technology Research Institute of Taiwan- IEK-ITIS, if based on year 2005, the electronic equipment that make by ourselves will bring up to 30% then the output value of mechanical equipment can be pushed and risen to 800 billion Taiwan dollars upwards. Besides, if the making rate rises to 40% by ourselves ,the mechanical output value can break through 1 trillion Taiwan dollar.So the domestic demand market is really a key market with no neglected. The growth strength of reviewing Korea ''s mechanical industry''s production is higher than the other countries in the world, it is highly support by their own industry to make the mechanical rate by themselves is high. This will save much costs of investment of equipment for enterprises and certainly increase the invisible competitiveness too. In the electronic manufacture industry and witness the EMS/OEM/ODM factories of Taiwan is in order to seize and take the place of order that held the price war each other''s so that the gross profit has already backfalled to the single digit unit , even there is the so-called protecting five (gross profit is 5% ) or protecting six (gross profit is 6% ). Among these industries rely mainly more on importing and invest the producing mechanical equipment but except the main equipment, the other’s filed actually give a very big growth space of domestic mechanical equipment suppliers . Of course, there are taking an certain levels to a broad view of the improvement making the ability of the domestic equipment to match the industry''s demand on promoted technology in recent years but the author is curious except to excavate the stealthy successful factors to drive this success. Actually, I got the answer from several customers site, that is to say : Domestic mechanical equipment manufacturers'' provide the flexible of customized solution to satisfy customer''s demand immediately , good service quality , establish good customer''s relation in order to the customer satisfaction and promoting the favourable price.It’s did building an certainly long-term relationship for accumulated loyalty too. Serving quality has already been verified as a key factor of driving satisfaction by a lot of research, and satisfaction can influence the customer''s loyal intention effectively . So this research is served the cue discussion to examine the SERVQUAL (Parasuraman, Zeithaml & Berry,1988) again and try to find the influence on the mechanical equipment trader in order to find out the factor association suiting this industry even more. This survey found the the satisfaction is the mediator between customer''s loyalty & serving quality. Finally,it’s found the customization is a moderator of improving the quality of serving and promoting satisfaction. This research found the “Assurance is the most iii important composition factor in the service quality and it prove have the straight influence about satisfaction”. This research expects to be able to offer a new thinking direction not only for domestic manufacturers of mechanical equipment, perhaps while offering to the domestic demand market but also for make preparation in advance if having the future export business opportunity.
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Wu, Chieh-Chia, and 吳佳潔. "The Factors that Infected Restaurant’s Customer Satisfaction and Customer Loyalty." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/82007566607681689294.
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碩士義守大學
管理學院碩士班
98
The study aims to explore customer’s characteristics, product characteristics, and service quality impact on customer satisfaction and loyalty in food industry. The questionnaire used Likert scale including six parts:(1) subject profile and his/her dine out habit,(2) customer’s characteristics (3) product characteristics,(4) service quality,(5) customer loyalty and (6) customer satisfaction. The data were analyzed by using SPSS V12.0 for Windows to verify the hypothesis to further analyze and write proposals. The subjects are 13 topic restaurants of I-Shou University. There are 400 returned with 374 valid samples. The empirical results indicated that:(1) product characteristics have significant impact on customer satisfaction. Therefore, the sector shall comprehend product characteristics well and meet customer’s demand.(2) customer’s characteristics have significant impact on customer satisfaction. It displayed that the sector shall recognize the targeted customers’ characteristics to facilitate their purchase desires and increase their satisfaction.(3) service quality has significant impact on customer satisfaction. Consequently the sector shall boost its service quality to maximize customers’ demand,(4) customer satisfaction has impact on his/her loyalty significantly. The sector thus shall improve the attitude and professionalism of their service workers.
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HONG, SHANG-QI, and 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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Huang, Wei-Ying, and 黃威穎. "A Study of Cosmeceutical Product Attributes, Customers Satisfaction and Customer Loyalty." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/nq85r7.
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碩士國立臺北科技大學
工業工程與管理系碩士班
100
Today''s female consumers not only use the skin care products in general, the average loss of 50% of customers within five years according to the survey of large enterprises. The papers of the relevant skin care products are the traditional skin care products, has been unable to beauty products, features covering the medical America. With the changing times, consumers receive information more than ever, to facilitate the convenient, so that consumers can have brand loyalty has been the subject of urgent. In this study, female consumers of U.S. doctors skin care products for its empirical object, using a questionnaire and structural equation modeling to identify the relationship between the various variables affecting consumer loyalty. Study found that: product attributes on customer satisfaction, product attributes have a significant positive relationship between customer loyalty, customer satisfaction on customer loyalty; the discovery of the sub-dimensions: the core product attributes on customer satisfaction, with increased product attributes on customer satisfaction, the core product attributes, repeat purchase, the core product attributes on word of mouth spread, the tangible product attributes on repeated purchase, with increased product attributes on word of mouth, customer satisfaction on repeat purchase have significant positive effects.
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LIN, YING-CHIEN, and 林縈綪. "Experiential Marketing, Customer Satisfaction and Customer Loyalty - A Case of Starbucks." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/abnxgu.
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碩士國立雲林科技大學
應用外語系
105
With cultural changes, coffee has become indispensable part of our life, as well as consumers’ demand for coffee shop no longer just drinking coffee, but the atmosphere is required, even in the context of experiential satisfaction. Thus, with the advent of the experience economy era, in view of the model of experiential marketing in keeping with the characteristics of the coffee market, the concept of marketing experience may be used to explore the coffee industry, and connect the relationship between customer satisfaction and customer loyalty of the intention. This study combine the conception of marketing experience, customer loyalty and customer satisfaction from consumer's point of view to explore the impact of these three variables and correlation. In this study, I used a questionnaire to survey and SPSS statistical software as a tool to analyze data, such as: descriptive statistics, factor analysis, reliability analysis, t test analysis and regression analysis. The research aims to explore the relationships among experiential marketing, customer loyalty, and customer satisfaction. The research found that experiential marketing had significant relations to customer via customer loyalty.
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Lu, Kuo-Kuang, and 盧國光. "The Relationship Research Among Service Quality, Customer Satisfaction and Customer Loyalty." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/69538243000766691278.
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碩士朝陽科技大學
工業工程與管理系碩士班
97
With the developing of broadband network, the Internet has become an important necessity in dairly life. FTTX has the advantage of high-speed transmission and good transmission quality. Internet service providers need to improve their service quality to meet the needs of customers in order to servive in the highly competive environment. This paper studied the key factors of Chunghwa Telecom FTTX Service Quality on the impact of Customer Satisfaction and Loyalty. Reliability Analysis, Factor Analysis, Analysis of Variance (ANOVA), Pearson’s Correlation Analysis, Multiple Regression Analysis were used to carried out statistical analysis of questionnaire data. The results of this research are as following: (1) To Chunghwa Telecom''s FTTX service, good Service Quality not only improve Customer Satisfaction to retain old customers, but also enhance customer loyalty. More customers would be willing to recommend their relatives to use the service. (2) For Chunghwa Telecom to upgrade the Service Quality, Chunghwa Telecom will need to put much effort into education and training sections to improve Support staffs in their attitude, efficiency, expertise and technical capability.
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Chang, Chih-Hon, and 張志宏. "A Study of Customer Satisfaction and Customer Loyalty in Hyper-markets." Thesis, 2003. http://ndltd.ncl.edu.tw/handle/83524448296641682640.
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碩士淡江大學
管理科學學系
91
In past few years, retailers have replaced suppliers which dominated the distributing environment in Taiwan. As an important role in retailing industry, hyper-market has sharply raising sales rate. Due to many enterprises enter this industry, the competition has turned violently. Hence, the traditional marketing strategies are out of time. We should not only supply higher quality of both product and service for customer satisfied, but also face the next lesson. It was how to let satisfied customer can buy again and become loyal customer, then increase the profits of corporations. This research takes hyper-markets as target, try to discuss the relationship between store image, customer satisfaction and customer loyalty. We hope the findings of this research can do some help to them. The study subjects are the top three hyper-markets in Taipei. This study designed questionnaire to get primary materials and obtained 411 datum. Final, get the following research finding through analysis: 1.Set the measuring dimensions for the hyper-markets of store image that includes facilities, service attributes, store activities and convenience. 2.In demography, personal income has significantly difference in different hyper-markets. Fe-geant get customers who have lower personal income. 3.In the dimensions of store image, facilities and convenience have significantly difference in different hyper-markets. 4.Use multiple regression analysis to find out the influence factors of customer satisfaction and customer loyalty. We find that all dimensions of store image have significant influence on customer satisfaction. Facilities and convenience have significant influence on customer loyalty. There is significant positive correlation between customer satisfaction and loyalty. It shows that the raise of customers satisfaction will help to promote the customer buy again.
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Feng, Yi Wen, and 馮綺文. "The Relationship Study of Customer Confusion, Customer Satisfaction, and Brand Loyalty." Thesis, 2001. http://ndltd.ncl.edu.tw/handle/74806621216770352074.
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碩士義守大學
管理科學研究所
89
The cellular phone’s market is very competitive. Marketers provide all kinds of services to their customers, but customers are difficult to choose a suitable proprietor. Customers may feel confusion when they compare different proprietors’ products, services, and ratings. The cellular phone’s market studies in Taiwan have already investigated the relationship of customer satisfaction and brand loyalty, but never discuss the phenomenon of confusion’s influence. The purpose of the study is examining the phenomenon of confusion in the cellular phone’s market. Besides this, we want to realize the relationship of customer confusion, customer satisfaction, and brand loyalty. So, the framework of this study is developing the structure of demographic, service quality, and marketing mix strategies towards customer confusion, customer satisfaction, and brand loyalty. Our research provides marketing scientists with operational definitions of “customer confusion” and establishes reliability and validity in a comprehensive measurement framework. These are: 1. The structure of service quality and marketing mix strategies have significant influence of customer confusion and customer satisfaction; 2. An increase in customer confusion leads to lower satisfaction scores; 3. Brand loyalty is not related to customer confusion and customer satisfaction. Marketers should reduce cellular phone users’ confusion to acquire higher customer satisfaction when customers have low brand loyalty. Marketers need to provide clearly promotion strategies. And they also need to retain original customers in order to improve brand loyalty.
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CHIU, TSUNG-HUNG, and 邱宗弘. "A Study on the Service Quality, Customer Satisfaction and Customer Loyalty." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/85658964921458151973.
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碩士國立屏東大學
國際貿易學系碩士班
103
In today’s competitive environment, the “service” has become a niche to create competitive advantage. Since service has the characteristics of invisibility, heterogeneity, and indivisibility, bank clerks have to face all kinds of customers’ needs. For banking, in order to maintain good relationships with customers to pursuit sustained competitive advantages, they need to provide more qualified services for customers to raise customers’ satisfactions. In order to raise customers’ loyalty, banks have to search new customers, maintaining lasting relationships with old customers. To ensure banks’ profits, strengthen their competitive advantages has become an important issue of operation in the future. The study took the related documents as a reference to build up the theories and the frame of researches, and then designed the research tools. The study took the questionnaire survey to investigate the relationships among banking’s service quality, customer satisfaction, and customer loyalty. There were 320 people from all careers as the targets of the survey. As a result, there were 313 valid questionnaires returned. The data of valid samples were analyzed by means of descriptive statistics, t-test, one-way ANOVA, Pearson product-moment correlation, and stepwise multiple regression. After the analysis, there are some conclusions made as following: (1) Service quality has positive influence on customer satisfaction. (2) Service quality has positive influence on customer loyalty. (3) Customer satisfaction has positive influence on customer loyalty.
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Ching, Chueh Shan, and 闕山晴. "The Empirical Study on Relationship between Customer Satisfaction and Customer Loyalty." Thesis, 2002. http://ndltd.ncl.edu.tw/handle/17329538743510873068.
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碩士國立臺灣科技大學
管理研究所
90
Customer satisfaction surveys have become commonplace in many corporations over the last 5 years. Initially the emphasis was on measuring customers’ overall perceptions of service, the view being that an increase in satisfaction would lead ultimately to an increase in sales. This Empirical Study creates customer satisfaction and loyalty elements and more specific than before. To succeed in operation, the managers of restaurants have to emphasize not only the quality of foods but also the outstanding service quality, delivering what customers satisfaction and create customer loyalty. In an intensely competitive environment, many companies spend substantial time and resources on finding out customer satisfaction and their customer loyalty issues. Owing to economic situation competition and change speedy, the Quick Service Restaurants (QSR) becomes more competitive in Taiwan than ever as before. However, few researchers have conducted studies on customer satisfaction and their customer loyalty. But there are not enough for QSR industry. To develop QSR customer satisfaction and their customer loyalty scales. This study uses comprehensive procedures suggested by QSR research department and many scholars’ studies both from national and international. Focus groups and literature review were first employed to generate scale items. Finally, we hardly got 21 items for Customer satisfaction scales and 6 items for Customer loyalty scales. Besides, there are 7 items for interviewers’ profiles. It comes to model questionnaires for QSR. Then the scales underwent 3 times of purification procedures to reach stable results and good reliability and validity. The statistics used include descriptive statistics, t-test, Pearson correlation, factor analysis, Cronbach’s alpha. A 21—item Customer satisfaction scale and a 6-item Customer loyalty scale with good reliability and validity were developed as the results of this study. The developed scales could be used to further investigate customer satisfaction and their customer loyalty in the QSR industry by both researchers and marketing managers which is a valuable tool for QSR to track customer satisfaction and loyalty performance period. The key findings of this study provide an index and Empirical suggestions to those who can improve.We found the more we are concentrating on those elements of service, the more impact most directly on customer loyalty.
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PURBA, ADE RASINTA, and 玫瑰. "Service Innovation, Customer Satisfaction, Customer Loyalty: The Role of Cultural Differences." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/34h8nu.
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碩士國立屏東大學
企業管理學系碩士班
107
Telecommunication service firms need to keep their customer loyalty by improve service innovation and care about customer satisfaction. Because in differerent country has cultural differences, so this study will use cultural differences as the moderator. The purpose of research creates an evaluation for services innovation has positive impact to customer satisfaction and customer satisfaction has positive impact to customer loyalty. The research objective examines which dimensions influence service innovation, influence customer satisfaction and influence customer loyalty moderated by cultural differences. The research objective examines the moderating effect of cultural differences on service innovation, customer satisfaction and customer loyalty. Data collected through online questionnaire about Telecomunication service firms using two months of Indonesian and Taiwanesse respondents. The method of analyzed by reliability, validity test, exploratory factor analysis, correlation analysis and regression analysis. The results are hypothesis 1 and 2 is established. Hypothesis 3 is not established and hypothesis 4 is established in Indonesia but not in Taiwan. The meaning are service innovation, customer satisfaction and customer loyalty give impact each other. If the relation added the moderation with cultural differences, the result is not give any impact for this research in Indonesia and Taiwan. But there is an interesting findings relation of cultural differences between customer satisfaction and customer loyalty in Indonesia.
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Nguyen, Thi Mai, and 阮氏梅. "Service Quality, Customer Satisfaction, Customer Loyalty of Internet Banking in Vietnam." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/sdk6ux.
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碩士國立虎尾科技大學
企業管理系經營管理碩士班
105
At the present time, the Internet plays an important role in people’s daily lives, and it should be considered as a service delivery channel that provides and maintains the service quality. In particular, the convenience of banking through the Internet that not only allows cost reduction for customers but also provides a quick and efficient service. The key purpose of this study is to find out the impact of factors relating to the service quality on customer satisfaction, and to test the relationship between the effect of the Internet banking service, customer satisfaction, and customer loyalty in Vietnam. Respondents numbering 293 from Vietnam were selected and interviewed in this study. Regression analysis was used to test the six research hypotheses. The results indicated that five of the six hypotheses were supported and reliability, fulfillment, efficiency, and website design, had a positive influence on the satisfaction of customers and customer satisfaction has been a significant influence on customer loyalty. Lastly, to propose effective measures on how to enhance the quality of the Internet banking service in Vietnam.
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Yeh, Jin-Yu, and 葉金玉. "A Study on The Service Quality, Customer Satisfaction, Customer Relationship and Customer Loyalty." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/27202067875095047747.
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碩士逢甲大學
經營管理碩士在職專班
101
In recent years, due to rapid global economic changes and the uncertainty of the European debt crisis, Taiwan&;#39;s banking industry is facing considerable challenges. In order to response the global competitive environment, Taiwan&;#39;s government timely implement the relevant laws and regulations which include Financial Holdings Act, that makes the whole banking structural changes, including : oligopoly financial markets becoming an open market, a financial holding company set up, the invasion of multinational financial group, the signed of the ECFA, Chinese banks to enter the Taiwan market, financial product homogeneity and lack of new product development capability of local banks, the market into a price competition. Banks should ponder how to improve service quality, to establish a good brand image, provide goods or services to meet customer demand, to maintain long-term stable relationship of the customer and the bank, improve customer satisfaction and loyalty, and strengthen their competitive advantage. In this study, a questionnair survey is used to obtain data, the relationship among quality of banking services, customer satisfaction, loyalty and customer relationship marketing are discussed, and the banking correspondents are as the object of study. The SPSS software are used to analyze the statistical data, and the results are as follows: 1. Banking customer service quality has a significant positive affect on customer satisfaction 2. Banking customer service quality has Significant positive affect on relationship marketing. 3. Banking customer relationship marketing has a significant positive affect on customer satisfaction. 4. Banking customer service quality has a significant positive affect on customer loyalty 5. Customer satisfaction has a significant positive affect on customer loyalty. 6. Banking customer relationship marketing has a significant positive affect on customer loyalty. The results of this study hopes to provide the reference and the banking sector to strengthen the relationship marketing decisions. The study concludes that the managerial implications and specific suggestions.
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Liu, Wei-Liang, and 劉韋良. "Relationship of Content Marketing Among Customer Satisfaction, Customer Perceived Value and Customer Loyalty." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/x7sttg.
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碩士國立中興大學
企業管理學系所
106
The purpose of this study is to explore the impact of content marketing on customer perceived value, customer satisfaction, and customer loyalty. According to previous literature, customer satisfaction increases will cause customer loyalty increase and customer perceived value increase will cause customer loyalty increase. Hence, This paper specifically discusses whether companies through content marketing can increase customer satisfaction and customer perceived value through content marketing, and then increase customer loyalty to make the company earn more customers. Using online questionnaires, the analysis found that the most effective target group is young people aged 23 to 27, the impact on women is higher than men, and university-educated people are relatively better able to understand the information delivered by content marketing. Beside customer with higher frequency of viewing advertisements also have higher customer satisfaction, customer perceived value, and customer loyalty. After the company understands the target group, it can put the target of content marketing on young people, and it will get a higher hit rate and resonance. The company indirectly promotes customer loyalty through the content marketing, to increase customer satisfaction and customer perceived value. After the company increases customer loyalty, it can make the company have more customers, maintain good relationships with old customers and establish new relationships with new customers, and also the company always regards increasing loyalty as one of its long-term goals.
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Yeh, Shu-hui, and 葉淑慧. "A Case Study of Customer Satisfaction versus Loyalty." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/67254301449717102848.
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碩士國立成功大學
高階管理碩士在職專班
96
This study aims to empirically examine the association among customer satisfaction, loyalty and service quality in car leasing industry; thus, the results can be applied for setting up marketing and management strategies. This study issues 480 questionnaires to existing customers and the return rate of questionnaire is 36.25%, total 174 valid samples. Followings summarize the empirical results: 1.Long-term contract customer and short-term contract customer have significantly differences in service quality, perceived value, and customer satisfaction, respectively. 2.Service quality, perceived value, customer satisfaction and loyalty, have a significant association with each other. 3.The service quality has positive and significant influence on perceived value. The perceived value has positive and significant impacts on customer satisfaction and loyalty. However, the service quality does not have significant influence on loyalty and customer satisfaction. 4.If we treat the perceived value as an intermedium variable, the service quality still has a significant influence on customer satisfaction and loyalty respectively.
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Thompson, Austin Richard, and 宋子豪. "Exchange Outcome Satisfaction and Customer Loyalty in Podcasting." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/40173984573019561811.
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碩士國立交通大學
企業管理碩士學程
102
The present study seeks to test the relationship between customer satisfaction and customer loyalty in the podcasting industry. Among customer satisfaction models, the exchange outcome satisfaction model (information satisfaction, social exchange satisfaction and recreation satisfaction) modified for podcasts is used, and configural methods (fsQCA software) is used to test the proposition of whether exchange outcome satisfaction results in attitudinal loyalty and behavioral loyalty. The empirical data the student uses 1341 responses collected from the listenership of The Adam Carolla Show, one of the most popular podcasts in the United States. Overall, exchange outcome satisfaction (a combination of information satisfaction, social exchange satisfaction, and recreation satisfaction) was not more necessary or sufficient to result in either attitudinal loyalty or behavioral loyalty than was the combination of recreation satisfaction and information satisfaction together It was found that exchange outcome satisfaction is not any more necessary or sufficient to result in the presence of attitudinal loyalty or behavioral loyalty than the presence of either recreation satisfaction or information satisfaction alone. It was also found that the antecedents for behavioral loyalty and attitudinal loyalty are very similar, and thus the research proposition is not supported. Furthermore, demographic analyses show that, males with one dimension of exchange outcome satisfaction are highly likely to have both attitudinal and behavioral loyalty. Conversely, education level and age do not have a significant effect on loyalty.
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CHANG, YU-CHENG, and 張堉程. "The Effect of Membership duration on customer Perceived Value, Customer Satisfaction and Customer Loyalty." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/61311664496445281479.
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碩士國立高雄第一科技大學
行銷與流通管理系連鎖加盟管理碩士班
105
In recent years, the retail industry has almost reached saturation point, leading to increased competition. In addition to attracting new customers, loyalty programs are launched to retain the existing customers, offering benefits such as accumulation of bonus points etc.. Due to the widespread use of loyalty programs, however, the effectiveness of such programs must be put in question and the future development of loyalty programs needs to be discussed. In this study, 200 questionnaires were collected from customers of a large warehouse retailer. The data was analyzed using the statistical software SPSS20.0, applying descriptive statistics, reliability and validity analysis, factor analysis, regression analysis and MANOVA analysis. The results show that: (1) perceived value will positively affect customer satisfaction; (2) customer satisfaction will positively affect customer loyalty; (3) perceived value will positively affect customer loyalty; (4) There is a significant difference among new and longtime members with respect to the perceived value, customer satisfaction and customer loyalty causal chain. Based on the above research results, managerial implications are discussed and suggestions provided to retailers as to how to enhance their membership card function in order to increase customer perceived value, create higher levels of customer satisfaction, and enhance customer loyalty.
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Hsu, Chen-Lin, and 徐榛璘. "The Impact of E-Customer Value and E-Customer Satisfaction on E-Customer Loyalty." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/44866817296730231789.
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碩士淡江大學
國際貿易學系國際企業學碩士班
96
Over these years, more and more people are trying to purchase what they want through the Internet. According to the researches from MIC, the market of electronic commerce, especially in online shopping, is now growing up with a stunning speed. The research use 18-item measure, SPSS and LISREL, that can be used to assess the e-customer value, satisfaction, and loyalty in online shopping environment. Two value dimensions emerged that were termed functional and emotional. There are two findings from this research: (1)In Taiwan online shopping market, e-store operators should emphasis either functional or emotional value. (2)The base of a success e-store is the investigate of satisfaction.
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Chen, Chin-Cheng, and 陳進成. "The Study of Customer Value、Customer Satisfaction and Customer Loyalty Based on E-Shop." Thesis, 2003. http://ndltd.ncl.edu.tw/handle/07553173635645142402.
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碩士中原大學
資訊管理研究所
91
Abstract E-business is an irresistible general trend for consumers or companies to trade over Internet. There were more than 7 million Internet users over the world. According to eTForecasts and eMarketer’s forecast, there would be 5-6 billion Internet users in 2002 and would grow up to 13.3 billion in 2006. This shows a potential business in Internet is not ignorable. A successful E-business over Internet would be based into two factors: technical and business strategy. Technical is the means to achieve goals of business strategy. However, technical factors in Internet environment include Web design, network transmission performance, product/service representations, transaction successful rate, etc. One of the above technical factors does not do well for customers, it will affect and stop consumers shopping in Web. For business strategy factor, companies have to evaluate their products/services strategies that are suitable selling in Web. Good promotion ideas, product price strategy, supply chain systems and web environment creation are also required. Many E-business companies are looking for new customers, they emphasize on the number of consumer growth rate. Companies develop many promotion campaigns to attract new customers. But they forget to keep customer’s loyalty. Customer’s loyalty is very important for sales revenue. In this research, customer satisfaction and loyalty from the viewpoint of customer value in E-business over Internet are discussed. The result of this research shows that consumer’s satisfaction is positively affected by customer perceive web’s “quality value”, “cost value”, and “performance outcomes”. In terms of impact effect, customer perceived “performance outcomes” is higher than “quality value” and “ cost value”. The research result also depicts that consumer’s loyalty is positively affected by customer perceive web’s “satisfaction” and “cost value”, but there is no evidence to support “quality value” has affect “consumer’s loyalty”.
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Hoko, Martin. "The development of customer perceptions into multi-level regression-based impact measures for the improvement of customer loyalty." Thesis, 2012. http://hdl.handle.net/10210/6208.
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M.B.A.Straddling the tropic of Capricorn, land-locked Botswana spans a vast 581,730 square kilometres in area. The country shares borders with Namibia to the north and west, Zambia and Zimbabwe to the north-east, and South Africa to the east and south. The Botswana Central Statistics Office (CSO) estimate a 2001 population of 1,68 million with an annual growth rate of 2.4% (Annual Economic Report, (2003)). The population is concentrated mainly in the fertile eastern and southern one third of the country. The remaining two thirds of the country's land is covered with the thick sands of the Kgalagadi Desert. Rainfall in the country is sporadic and erratic. According to the 2001 National Census the urban population of the country stands at 52.1% with the capital Gaborone accounting for 10.1% of the country's population. Francistown, the second and only other city, accounts for 4.9% of the country's population. The remainder of the urban population is distributed among 14 smaller urban centres. Gaborone accounts for 26.9% of the country's population between the ages of 25 and 54 years (Annual Economic Report, 2003.) 1.1.2. Communication The communication network is fairly sophisticated with 19.4% of the county's roads paved. The telephone network is fully digital, with Internet, e-mail, fax facilities available in all major centres of the country. Telex, data-switching, satellite-link and voice-mail service are also available nationwide. There are two cellular phone service provides and eleven internet service providers (ISPs). There are 27 Batswana to a telephone. (See Table 1: Botswana Social Statistics 2001 Table 1: Botswana Social Statistics: 2001 Life Expectancy 65.2 Population per Physician 3448 Persons per telephone 27 Persons per radio 95 Daily Newspapers 1 Persons per vehicle 21 Paved roads % 19.4 Primary School numbers 330,767 Tertiary education numbers 128,744 Literacy rate % 70 (Source: Annual Economic Report: 2003) 1.1.3. Economic performance Domestic output, as measured by Gross Domestic Product (GDP), is estimated to have grown, in nominal terms from P16.54 billion (SAR 25,47 billion) in 2000/2001 to P16.91 billion (SAR 26,04 billion) in 2001/2002, representing an increase of 2.3%. The increase for the previous year had been 17.2% (Annual Economic Report 2003) A slump in mining, with a growth rate of 3.1% (17.2% the previous year) was the major contributor to the slow growth. Banks, Insurance and Business services also shared significant growth among the non-mining sectors of the economy. (See Table 2: Economic Structure).
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Leong, Kuan Wei. "The impact of customer loyalty programs and mediating factors on store loyalty in the supermarket industry." Thesis, 2013. http://hdl.handle.net/1959.13/1038763.
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Professional Doctorate - Doctor of Business Administration (DBA)Supermarkets are a low margin high volume business with low entry barriers and switching costs. When markets become saturated and customer retention is more important than ever, many supermarkets launch their own customer loyalty programs aimed at increasing customer loyalty to the store. The rewards and services that come with loyalty programs bring a significant cost to supermarkets. However, a small increase in customer loyalty can generate significant increases in sales turnover that helps to recoup loyalty program investment. From the literature review, it is posited that customer loyalty programs have a positive and linear effect on customer satisfaction with the store, and on store loyalty. Furthermore, there is strong empirical evidence that store satisfaction is antecedent to store loyalty. This study examines the stance that store satisfaction mediates the relationship between customer loyalty programs and store loyalty. This study adopts the Bridson, Evans and Hickman (2008) framework from the literature to investigate the relationship between customer loyalty programs, customer satisfaction and customer loyalty. The online questionnaire administration collected 205 responses from individuals aged at least 18 years and living in Hong Kong. The relationship between different constructs are analysed with SPSS software. The findings reveal that customer loyalty programs indeed have a positive and linear effect on store satisfaction and store loyalty. Store satisfaction is also found to mediate the relationship between customer loyalty programs and customers’ store loyalty. More importantly, this study discovers that there is no difference in store loyalty between loyalty program members and those who are not loyalty program members. In addition, this study found that the role of location was a strong predictor of store satisfaction and price image. The study reveals that customer service and price image are the two most important factors influencing store loyalty. Thus, practitioners and owners of supermarkets should consider adjusting their loyalty program designs based on these findings as they strive to obtain optimum results for their supermarkets.
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Wang, Ya-huei, and 王雅惠. "The Empirical Study on the Relationship between Customer Satisfaction and Customer Loyalty." Thesis, 2000. http://ndltd.ncl.edu.tw/handle/32377122253086997356.
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碩士中原大學
工業工程學系
88
The economical structure of society changed gradually owing to the development of service industry, which is a customer-oriented industry. More and more people will get into this industry. Only enterprises that emphasize on service quality supply services or products that meet or exceed their customers’ expectations can lead to customer satisfaction. Only satisfied customers can create profit. The study merged “ACSI Model” released by the University of Michigan and the American Society for Quality Control and “Conceptual Model of Service Quality” built by Parasursman et al. (1985) to be the structure of this study. By Sending out questionnaires to the customers and employees of two chain department stores in Mainland China and in Taiwan, we would know how they care and being satisfied according to those service items. The study mainly to find the relationship among customer satisfaction, company image, intention of repurchase, and customer loyalty. Finally analyzed the difference of the data between Mainland China and Taiwan in order to offer the direction of improvement in the future. There were six results of this study: (1) Importance-Satisfaction model differentiate the items needed to be improved, (2) customer satisfaction affects company image, intention of repurchase and customer loyalty, (3) company image affects intention of repurchase, and (4) customer loyalty affects intention of repurchase, (5) products quality and service quality are key factors influence intention of repurchase. Additional factors, V.I.P Cards and discount, have an impact on intention of repurchase. (6) Customers in Taiwan and in Mainland China concern quailty in different degrees. For bettering service quality and enhancing the competition capability of a enterprise, the most important thing is listen to customers, meanwhile, understand the difference of percept between customers and employees and find the direction of improvement. Only enterprises regard customer satisfaction as an important issue can grow continuously.
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Shi-xi, Chen, and 陳世喜. "Interrelation between Service Quality, Customer Satisfaction and Customer Loyalty in Accountants Industry." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/37786250065309447544.
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碩士國立彰化師範大學
企業管理學系國際企業經營管理
96
Interrelation between Service Quality, Customer Satisfaction and Customer Loyalty in Accountants Industry Student：Chen Shi-xi Advisor：Dr. Wang Hsing-wen Graduate School of Business Administration National Changhua University of Education ABSTRACT The domestic economic activity and the management scale stress much to mid- and small-scale enterprise. Mid- and small-scale enterprise occupies the national industry and commerce total approximately 98%. Considering in cost and effect, to register all manages the company, the tax affairs keeps accounts to report to a higher authority, the tax affairs consultant service and so on consult and manage. Approximately 80% penetration keeps accountants the gentleman office to ask to do; the office provides service quality, then affects mid- and small-scale enterprise the management risk and the competitive. This research keeps accountants the gentleman office service quality to the customer degree of satisfaction and the loyalty influence. Discuss each other the linear relations. Mid- and small-scale enterprise keeps accounts which by the committee outside for research object. By way of asks the volume way. Carries on the variation number using the SPSS statistics software to analyze , the Cronbach’s αanalysis, the canonical correlation analysis, the mean value analysis and gradually the multiple regression analysis and so on enters the examination. Seek sufficiently represents the service quality to the customer degree of satisfaction, the loyalty influence solid service factor. The research conclusion discovered that, the service quality can affect the customer degree of satisfaction, but the customer degree of satisfaction can affect the customer loyalty, but certainly is not each service quality construction surface can create to the customer degree of satisfaction reveals the influence. Among them, the visibility service and the reliable service to the customer degree of satisfaction influence is reveals, other reactivity services, the guarantee service and the concern service to the customer degree of satisfaction influence certainly do not reveal. Therefore, the research conclusion speaking of keeps accountants the gentleman office industry, may choose or many factors, strengthens the service quality, then has provided the strategy plan and the promotion competitive ability thinking. Keywords：Service Quality, Customer Satisfaction, Customer Loyalty, Accountants Industry
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Yu, Yueh Mei, and 余月美. "A Stuudy of Relationship Among Service Quality ,Customer Satisfaction,And Customer Loyalty." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/59734735702471997469.
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碩士國立彰化師範大學
工業教育與技術學系
94
Abstract In recent years, the competitive key of enterprises has subjected to how to upgrade their service quality and strive for well-rounded customer satisfaction to influence customer’s royalty. This research is aimed to explore the correlation between service quality, customer satisfaction and customer royalty. To achieve the research objective, gathering and analyzing of related documents are going to form the primary structure of this research. This research uses survey questionnaires to collect the empirical evidence and data. Research objects are targeted on the medium- and small-sized enterprises in Hsinchu Science-based Industrial Park and Hsinchu City and County Areas. 300 questionnaires were distributed and 219 copies were collected, the returning ratio is 73%. Screening out 12 copies of null and void questionnaires, 207 are valid questionnaires. Valid yield returning ratio is 69%. To exam the research hypotheses, questionnaires are analyzed through various statistical methods, such as reliability analysis, canonical correlation analysis, stepwise multiple regression analysis. The followings are concluded according to the result of this research:1.Service quality has positive influence on customer satisfaction.2.Service quality has positive influence on customer’s loyalty.3.Customer satisfaction has positive influence on customer loyalty.4.Service quality and customer satisfaction can effectively forecast customer loyalty. The followings are suggested according to the result of this research: 1. Improving the “service process”, “service attitude” and “professional knowledge” of the service quality. 2. Increasing the “product quality” in customer satisfaction. 3.For further and follow-up research: Conduct the questionnaire survey nationwide to make more comprehensively research; to expand the research target to nationwide, architects, and the research scope of Mainland China. Keyword: service quality; customer satisfaction; customer loyalty
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Chen, Michelle Chen-Yu, and 陳貞攸. "A Study on Customer Satisfaction and Customer Loyalty –Costume Jewelry Manufacturing Industry." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/29797642459350587076.
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碩士國立臺灣科技大學
企業管理系
96
This thesis explores the determinants of customer satisfaction and the relationship between customer satisfaction and loyalty in the costume jewelry manufacturing industry. It attempts to provide information to costume jewelry manufacturers on the key service and relationship factors that contribute to and promote customer satisfaction, and the establishment of a strong intent for relationship continuity. This paper reveals the result of interviews put to senior managers of costume jewelry retail or design houses. These interviews were tailored specifically to the costume jewelry industry, by integrating theories pertinent to service and relationship quality, customer satisfaction, customer loyalty, and characteristics that are unique to the industry. The results of these interviews reveal that overall customer satisfaction is achieved through the optimal performance of both service quality and relationship quality. Customers are satisfied when positive service quality is interlaced with positive relationship quality such as honest and timely communication, and when cooperative attitude is supported by behaviors stemmed from shared business values and ethics. Customer loyalty is the cumulative outcome of customer satisfaction over time, an outcome that leads the way to greater business continuity.
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Kuo, Fwu-Kuen, and 郭福坤. "An Empirical Study on Customer Satisfaction And Customer Loyalty In Worldwide Express." Thesis, 2003. http://ndltd.ncl.edu.tw/handle/05110233069531218143.
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碩士國立高雄第一科技大學
行銷與流通管理所
91
The more intensive trading competition and the more promoted marketing maturity, the much casier & Faster imitation & outreaching of the creative capability difference. Hereby, the mentioned “Difference” mostly focus on Express’ Operation, Service and Tariff capability, etc., However, anoyher very important capital factor among service field : “ Manpower “ leading the Enterprises’ success or not. Besides, couriers’ people arrangements affect the Express Enterprise operation’s key prosperity. The study is based on Taiwan’s worldwide Express companies to make a deeply precise customer services, loyalty survey and measuring data, such as promoting Enterprise Images & Reputation, Service Quality, Service Recovery abd Front line Employee role etc., characteristics information researching. From the Physical examples, no matter what kind of clients, manufacturing or Trading companies, it won’t change their demands for Express Fields. All they care about just the Express’ own capability and quality instead of other trivial affairs. Form the analysis, apparently, we can confirm there is no absolute relationship among the Enterprise Images and Reputation, Service Quality, Service Recovery, Customer Satisfaction & Loyalty; yet, it must exist Partially Directive effects. Actually, the proved conclusion as: promoted service values will clearly affect the accumulated experiences about customers’ satisfaction and loyalty and their re-consuming willings. The most apparently, if Worldwide Express can strengthen manpower values, it will create the most effective whole entirely customer’s satisfaction & loyalty. For service quality, customers truly care about the quality reliability and trusts. It create the positive results of Enterprise customers satisfaction & loyalty accumulated experiences and Re-consuming willings. As to the service recovery, if Enterprise emphasize errors crisis aoiding and solution, and make up the precise executive errors compensation systems, it will lead to the positively outcomes relating to customers’ recommends propaganda. The final part of study focus on the discussion between the theory and management application, as well as the suggestion about the future research projects in order to provide more effective references values for the Worldwide Express
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Chen, Sung-Long, and 陳順隆. "The Study of Customer Satisfaction and Customer Loyalty in the Fitness Clubs." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/49978353481367763512.
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碩士南台科技大學
行銷與流通管理系
95
This research takes the fitness clubs as target, try to discuss the relationship between store image, customer satisfaction and customer loyalty. We hope the findings of this research can do some help for them. The study subjects are the top three the fitness clubs in Tainan. This study designed questionnaire to get primary materials and obtained 411 data. Final, we get the following research finding through analysis: 1.Set the measuring dimensions for the fitness clubs of store image that includes facilities, service attributes, store activities and convenience. 2.In demography, personal income doesn’t have significantly difference in the different fitness clubs. Deep Breathing Fitness Centers get customers who have lower personal income. 3.In the dimensions of store image, Alexander and Deep Breathing Fitness Centers have significantly difference in the facilityies and convenience. 4.We use multiple regression analysis to find out the influence factors of customer satisfaction and customer loyalty. We find that all dimensions of store image have significant influence on customer satisfaction. Facilities and convenience have significant influence on customer loyalty. There is significant positive correlation between customer satisfaction and loyalty. It shows that the raise of customer's satisfaction will help to promote the customer buy again.
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HUANG, JYUN-HAO, and 黃俊豪. "Service Quality, Customer Satisfaction And Customer Loyalty - Switching Costs as the moderato." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/45268903155231806764.
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碩士國立屏東大學
企業管理學系碩士班
103
The purpose of the study is discuss the related situation of the Fitness Factory member's relationship between service quality，customer satisfaction，switching cost and customer loyalty，and discussion on service quality and customer satisfaction to customer loyalty relationship is affected by the interference effect of switching costs，The subjects of study were the participants of Fitness Factory in Pingtung City，during January 20 to February 20.selected by Simple random sampling to distribution of questionnaire.405 questionnaire were provided，402 were valid and 99.26% effective rate.The hypotheses are verified by regression analysis and the results as following: (1) The main group of participants were male.age of 19-25，college is university，income of 20001-40000，ferquency exercise for over 3 times of per work and sports spend for under 1000 of per month. (2) Service quality, customer satisfaction、switching costs are a positive relationship with customer loyalty. (3)The relationship between the serving quality and customer loyalty is partially influenced by moderating effect of switching costs. (4) The relationship between the customer satisfaction and customer loyalty is partially influenced by moderating effect of switching costs.
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Tseng, Tzuting, and 曾梓庭. "The Impact of Relational Benefits, Customer Satisfaction, Switching Barriers on Customer Loyalty." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/67854451953479856605.
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碩士國立臺北大學
企業管理學系
99
With the increase of the number of foreign tourists in Taiwan and the growing competitiveness in air transportation market, it becomes more and more difficult for a company to keep its market share and to raise it. Researches indicate that customers nowadays request not only the perfection of core services but also relational benefits from air transportation providers. Air transportation companies hope to satisfy their customers by providing relational benefits to them and meanwhile keep their customers in this relation. On the other hand, air transportation companies also expect customer loyalty strengthened by the switching barrier that is increased by their provision of relational benefits to their customers. However, when customers are not satisfied with services that air transportation companies provide, they would choose to stay in their relation with their service provider because of the switching barrier. This research adopts structural equational model and regression analysis to prove theoretical model, and take customers who have the experiences of air traveling as subjects. The result reveals that confident benefits and social benefits have positive effects on customer satisfaction, but special treatment benefits’ effects on customer satisfaction is not significant. Switching barriers, and that customer satisfaction and switching barriers strengthen customer loyalty. Moreover, switching barriers has moderating effect between customer satisfaction and loyalty. In the future, when air transportation companies plan to enhance customer loyalty, this study may serve as a strategic reference to help air transportation companies retain their customers, or even attract new customers by their recognized reputation to raise their revenue.
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Hsu, Jung-Yin, and 徐榕營. "Analysis of product quality,customer satisfaction and customer loyalty of smart phone." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/79713618363550978622.
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碩士國立交通大學
工業工程與管理系所
102
The rapid growth of the smart phone market brings huge profit to smart phone companies. In order to increase the competitiveness ability, smart phone companies need to continuously upgrade their smart phones. In addition, smart phone companies must also enhance their product quality, customer satisfaction and customer loyalty. Consequently, integrating the product quality, customer satisfaction and customer loyalty of smart phones become an important issue. By doing so, customer expectation of the quality of smart phone can be improved efficiently. The goal of this study is to develop a questionnaire to explicitly measure product quality, customer satisfaction and customer loyalty of smart phones. By employing factor analysis, the questions related to product quality is reduced to seven quality perspectives, including features, reliability and durability, aesthetics, perceived quality, performance, serviceability and conformance. Regression analysis is utilized to study the relationship between product quality, customer satisfaction and customer loyalty of smart phones. The results indicate that the product quality of smart phone has significant influence on customer satisfaction. Also customer satisfaction has significant influence on customer loyalty. Through cluster analysis, it appears that many users of Samsung smart phones satisfied the look of their smart phones. However, as long as the selling price of Samsung smart phone rises, the users may not repurchase the same phone. Lots of Sony and HTC smart phone users did not satisfy the speed of their smart phone system. Many Apple smart phone users have quite high satisfaction with their phones.