The Influence of Service Quality and Brand Awareness on Customer Satisfaction and Loyalty - An example of Calibration Laboratory
| Autor: | CHEN CHING CHIH, 陳清池 |
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| Rok vydání: | 2008 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 96 Original's studying a main purpose is inquiring into that the research calibration laboratory and general service industry, for example the car industry and dining industry influences customer satisfaction to the service quality, whether customer loyalty has a different in approach but equally good effect or not. As for the established reason of calibration laboratory, it is because the enterprise inclines to a professional division of divide the work. The different factory or the production line makes the certain parts of the product, then take in to combine assemble. If these factories didn't use to together affirm of the measurement is standard and revise an instrumental error value in good time, it will cause great damage due to mismatch while assembled process. Therefore, any enterprise have to rely on precise measurement instrument to monitor and ensure product quality while product design, development and manufacturing. Meanwhile, the error margin of measurement instrument will usually increase along with horary function To make sure the accuracy and reliability of the operation of measurement instrument, they have to be sent to calibration laboratory to do regularly performance calibration to ensure the consistency of product quality. At present occupies the competitors and facing the changeable environment impact, the industry that corrects instrument duties, if establishes the lasting competitive advantage in the market besides opens to expand the new customer and with has the customer to maintain the long-time relations old, the customer buys the wish to become the focal point again which all quarters gaze. In other words, adjusts the Calibration laboratory to want because to enhance the customer loyalty to increase the profit, must promote the service quality, the strengthened brand awareness to promote the customer degree of satisfaction first. This research confirms the case company take the linear structure relational scheme to adjust the calibration laboratory to affect by its brand awareness as the disturbance variable serves between the quality, the customer degree of satisfaction and the customer loyalty relations. This findings discovered that the brand awareness to serves the quality to affect the customer degree of satisfaction to have the strengthened effect, the customer degree of satisfaction has the direct forward influence to the customer loyalty. Finally, this research also puts forward proposal of the management and operation to the enterprise. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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