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Title page for etd-0907116-131312


URN etd-0907116-131312 Statistics This thesis had been viewed 560 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 indicate in-campus access only
    Date of Defense 2016-07-13 Date of Submission 2016-09-08


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