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Title page for etd-0731108-171948


URN etd-0731108-171948 Statistics This thesis had been viewed 1797 times. Download 4 times.
Author Chia-I Hsieh
Author's Email Address No Public.
Department Management Business Administration
Year 2007 Semester 2
Degree Master Type of Document Master's Thesis
Language Chinese&English Page Count 88
Title A STUDY ON RELATIONSHIP AMONG ATTRIBUTES OF SERVICE DELIVERY, CUSTOMER DISPOSITIONS, SERVICE QUALITY AND CUSTOMER SATISFACTION--WITH SELF-SERVICE GAS STATION AS AN EXAMPLE
Keyword
  • service quality and customer satisfaction.
  • customer dispositions
  • self-service
  • self-service
  • customer dispositions
  • service quality and customer satisfaction.
  • Abstract Self-service in gas station is introduced in Taiwan in 2007. Therefore, the study attempts to examine the relationships among attributes of service delivery, customer dispositions, service quality, and customer satisfaction in the case of gas self-service. We sent 270 copies of questionnaires to customers who have the experience of self-service in gas station, in which 246 copies of questionaries are valid, for valid response rate at 91%. The results indicate that speed of delivery, ease of use, reliability, enjoyment, save money, and attitude toward using technological products is positively related to service equality respectively, and control and need for interaction with the service employee is negatively related to service equality respectively. The service equality is positively related to customer satisfaction. When sellers would like to increase their service quality and customer satisfaction, they can use the results of the study to know what is important for their customers. According to the results of the study, the sellers can improve their factor in speed of delivery, ease of use, reliability, enjoyment, save money, and attitude toward using technological products, because these factors are important for their customers.
    Advisor Committee
  • Hsien-Che Lee - advisor
  • Nan-Hong Lin - co-chair
  • Yun-Huan Li - co-chair
  • Files indicate not accessible
    Date of Defense 2008-06-15 Date of Submission 2008-08-03


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