A Study of Service Quality and Customer Loyalty:A Case Study of Indoor Swimming Pools in Changhua
| Autor: | Chih-Ming Chen, 陳志名 |
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| Rok vydání: | 2008 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 96 The purpose of the thesis is to use proposed by scholars Parasuraman, Zeithaml and Berry in 1988 to discuss its relationship with customer loyalty. In addition, importance-performance analysis is utilized to probe into differences between customers’ expected service and their perceived service. The subjects of the study are the indoor swimming pools A, B and C in Changhua. Convenient sampling is adopted to collect data and 373 valid questionnaires are collected. The results are stated as follows: Exploratory factor analysis (EFA), correlation analysis, regression analysis, and importance-performance analysis are chosen to identify the relationships between the variables. 1. The majority of the customers among those surveyed are males; most of them are married. As for age group, those with ages between 51 to 60 years old are the primary demographic group. Most of them have received high school diploma or higher. In term of occupation, most of them are in service industry with monthly income of NTD $30,001 to NTD $45,000. 2. Reliability, tangibles, and empathy of service quality have significant influence on repurchase intention, price tolerance and recommendation to others of loyalty. 3. There is significant difference between the expected service and perceived service of the customers of the indoor swimming pools in Changhua. 4. Based on the importance-performance analysis, there are thirteen service items in quadrant A, three in quadrant B, five in quadrant C, three in quadrant D which are supposed to be improved by the owners of the indoor swimming pools in Changhua in order to improve customer loyalty. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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