An Empirical Study on the Relationship between, Customer Value ,Service Quality and Customer Satisfaction－In Cases of Supply Chain for Convenient Stores' Franchise Chain Systems
| Autor: | Chin-Hsuan Huang, 黃志璿 |
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| Rok vydání: | 2003 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 91 Today, in the customer-oriented market, customers value not only products or service but also their sense of satisfaction and their feelings when contacting with the company. More recently, an alliance has become the main stream of business undertaking and selling route. Supply-chain is the critical factor that maintains the relationship between the head and the leaguers. In this study, the researcher explored the relationship among the leaguers’ perceive value of supply-chain, perceived of service quality, and customers’ satisfaction. In perceived value of supply-chain, the researcher adopted the perspective of Simchi-Levi et al, in perceived value of service quality, the researcher employed the perspective, and in customer satisfaction, the study utilized the perspectives of custom- satisfaction inventory contained multiple items. In this study, the researcher chose the store managers or store supervisors of convenience stores as subjects. They work in 7-eleven, Family, Hi-Life, and Circle K Convenience Store. The researchers mailed 400 questionnaires and received 137. First of all, the researcher used factor analysis to extract the leaguers’ perceive value of supply-chain, including three dimensions, value-added services, conformance to requirements value, product selection value. Perception of service quality has the responsiveness, assurance, tangibles. The result showed that only customer value has significant difference. And customer value, service quality and customers’ satisfaction are far more different in different franchising system. Customers’ satisfaction depended on customer value and service quality. And perception of service quality has the positive effect of adjustment in perceive value of customer and customers’ satisfaction. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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