研究生: |
林士傑 Shih-chieh Lin |
---|---|
論文名稱: |
售後服務中心顧客服務品質之研究-以A公司為例 Service Quality Research of Post-Sales Service Center - Case Study on A Company |
指導教授: |
陳正綱
Cheng-Kang Chen |
口試委員: |
葉瑞徽
Ruey-Huei Yeh 吳宗成 Tsung-cheng Wu |
學位類別: |
碩士 Master |
系所名稱: |
管理學院 - 管理研究所 Graduate Institute of Management |
論文出版年: | 2010 |
畢業學年度: | 98 |
語文別: | 中文 |
論文頁數: | 141 |
中文關鍵詞: | 售後服務品質 、售後服務滿意度 、顧客忠誠度 |
外文關鍵詞: | post-sales service quality, customer satisfaction, customer loyalty |
相關次數: | 點閱:361 下載:1 |
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企業的競爭關鍵在於如何提升服務品質、追求全方位的顧客滿意度、及提高顧客忠誠度。
本研究主要在探討售後服務品質、售後服務滿意度與顧客忠誠度關係,為達成此研究目的,蒐集並分析相關文獻以作為本研究之理論架構。
本研究統計分析採用信效度分析、獨立樣本t檢定、Pearson積差相關分析、單因數變異數分析、多重事後比較方法來檢定研究中之各個假設。
而研究的結論為:
售後服務品質對售後服務滿意度有正向影響;
二、售後服務品質對顧客忠誠度有正向影響;
三、售後服務滿意度對顧客忠誠度有正向影響;
四、人口統計變項中之地區別會造成售後服務中心之消費者對於售後服務品質、售後服務滿意度及顧客忠誠度的顯著差異。
根據本研究的結論,提出下列建議:
加強服務品質的「關懷性品質」。
二、提高顧客滿意度中的「服務內容與流程滿意度」。
三、在未來售後服務中心的營運目標上,可以增列一些關於提升關懷性品質的KPI指標,以此讓品質目標能有效與獲利目標結合,以提升企業的競爭力。
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