An Examination of Repurchase Intention in Enterprise's customer: Relating Telecommunication Product and Service Quality, Customer satisfaction, and trust
| Autor: | Po-Chieh Li, 李柏傑 |
|---|---|
| Rok vydání: | 2005 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 93 Since the government opens the relevant regulation of telecommunications, The domestic telecommunication industry constant competition and merging make the market present the state saturated. And It is lower than creating the new customer''s cost protecting the cost with old customer, So it is an important subject how to promote the older customers to buy again. This research probe into the relation of product quality, service quality, customer satisfaction, and repurchase intention. This research use the questionnaire to collect the materials. Send 800 shares of questionnaire and retrieve 115 shares. This article applies correlation analysis, confirmatory factor analysis and LISREL structural equation modeling analysis etc., to analyze data and test the proposed research hypotheses. Those are my research results: first, the product quality has positive influence on customer satisfaction. Second, the service quality has positive influence on customer satisfaction. Third, the customer satisfaction has positive influence on repurchase intention. Forth, the customer satisfaction has positive influence on customer trust. Fifth, the trust doesn’t have obvious influence on repurchase intention. About the management suggestions, first, in the course of marketing activity of enterprise''s customer, in order to improve enterprise''s customer''s satisfaction and repurchase intention should be improvement of quality of the products and service quality. Second, in order to achieve the goal of locking the customer should be improving the customer''s satisfaction. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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