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The defense date of the thesis is 2016-09-08
The current date is 2019-07-20
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URN etd-0907116-131312 Statistics This thesis had been viewed 580 times. Download 1 times. Author Hao-Jiun Chu Author's Email Address No Public. Department Management Business Administration Year 2015 Semester 2 Degree Master Type of Document Master's Thesis Language zh-TW.Big5 Chinese Page Count 68 Title THE IMPACTS OF PERCEIVED PRODUCT QUALITY AND SERVICE QUALITY ON CUSTOMER SATISFACTION AND LOYALTY ─ TV AS EXAMPLE Keyword Product Quality Service Quality Customer Satisfaction Customer Loyalty. Customer Loyalty. Customer Satisfaction Service Quality Product Quality Abstract Quality is one of the key competitive priorities for every industry, including manufacturing industry and service sector. Due to almost all consumers care about what the quality they buy and this affects the satisfaction level about what they buy, and in turn affects their loyalty. Therefore, quality is a key factor that any enterprise should be focus on. Specially, the competition is much intensive in the 3C industry, therefore, this study use TV as example to explore the effects of product quality and service quality on customer satisfaction and customer loyalty.
Of the 380 questionnaires delivered, a total of 200 valid responses were received, yielding a response rate of 52.63%. Then the empirical data were analyzed by using SPSS 21.0 and the hypothesized structural equation modeling (SEM) was tested using AMOS 21.0. The research results show that: product quality has positive effect on customer satisfaction, service quality has positive effect on customer satisfaction, and customer satisfaction has positive effect on customer loyalty.
Advisor Committee Kun-Huang Yeh - advisor
Bi-Chuan Sun - co-chair
Chi-Chuan Wu - co-chair
Yun-Huei Lee - co-chair
Files Date of Defense 2016-07-13 Date of Submission 2016-09-08