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Title page for etd-0713111-110930


URN etd-0713111-110930 Statistics This thesis had been viewed 1263 times. Download 0 times.
Author TAN HAI CHIEW
Author's Email Address c5237f@gmail.com
Department Information Management
Year 2010 Semester 2
Degree Master Type of Document Master's Thesis
Language zh-TW.Big5 Chinese Page Count 192
Title The Impact of Service Quality and Relationship Quality on Mutual Loyalty between Retailers and Distributors
Keyword
  • Cross-border transactions
  • Loyalty
  • Relationship quality
  • Service quality
  • Service quality
  • Relationship quality
  • Loyalty
  • Cross-border transactions
  • Abstract In the industrial economic model, the constructions of channel are strong distributors and weak retailers work together, and products provided by the supplier in trading patterns are top to bottom. However in the 21st century, traditional industrial economy change to service economy the consumption patterns are different, service economy will provide excellent service quality increase the value of product.
    This study shows that the service economy, value chain activities to improve product value through service.Therefore, order by the service quality, relationship quality affect the loyalty formation of literature conceptual framework, according to the conceptual framework develop open-ended questionnaire. In this study, we use qualitative research and find out with the Malaysian and Taiwan distributor and retailer to conduct field interviews, and the depth interviews by the process of collecting the two actually interact in the channel. Using open interview to answer the issues raise in research to understand the actual situation in the channel interaction, and through interviews if there are other untapped potential problems.
    The factor of Malaysian distributor and retailers to maintain the loyalty of the relationship quality is difference between by the trust of cash flow and logistics. The distributor in the business process maintains service quality is responses real-time processing ability and logistics in quantity, supply, quality and time reliability and assurance. Taiwan distributor and retailers in a very close integration on relationship quality and the distributor in the business process maintains service quality is different between expectations and perception that through mutual understanding via many retailers distributor to obtain brand reliability and assurance. According to cross-case analysis showed that Taiwan's distribution industry wishing to enter the retail market in Malaysia, Malaysia retailers to maintain loyalty factor is the quality of the relationship between satisfactions and Malaysian retailers maintaining service quality of loyalty is responsive.
    In this study, the two countries in the supply chain to maintain loyalty to each other have very different, cross-border transactions must be according the local case-based mutual trade to effectively for successful. Although this study only the service quality, relationship quality and loyalty as the main constructs in this study, but the constructs was upgrade to the organization level. In future research, we suggestions from more level, and the role of national and cultural point of view can be used to explore the interaction between channel impacts.
    Advisor Committee
  • HUEI-HUANG CHEN - advisor
  • none - co-chair
  • Shu-Chiung Lin - co-chair
  • Files indicate not accessible
    Date of Defense 2011-06-23 Date of Submission 2011-07-13


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