A Study of the Service Quality and the Customer Loyalty for a Sock Firm
| Autor: | Cheng-Jui Fan, 范乘瑞 |
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| Rok vydání: | 2011 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 99 The aim of this study is to understand the satisfactions of service quality and the status of customer loyalty of a hosiery company A in Shetou Township, Changhua County and to explore the difference between service satisfactions and loyalty of customers among tourists with different backgrounds. In addition, the correlation and the prediction of service satisfaction and loyalty of customers among the tourists will be also discussed in this paper. This research adopts case study. Subjects are the 370 tourists of hosiery company A in Shetou Township, Changhua County. 300 effective questionnaires serve as a research tool to collect data; and valid return rate were 81%。The questionnaire in this research has been modified after the other ones designed in the other related researches are consulted and is named “Questionnaire concerning service satisfactions and loyalty of customers among tourists of hosiery company A.”In order to study hypothesis test and analysis and to obtain results, the data were analyzed by descriptive statistics, such as t-test, one-way ANOVA, Pearson performance difference correlation coefficient analysis and Stepwise multi-regression analysis. Results of this study are as follows 1. Customers with different genders, ages, occupations, locations and the frequencies of visiting the store have different opinions and attitudes toward the service quality in this study. 2. Tourists with different genders and frequencies of visiting the store have no different opinions and attitudes toward loyalty of customers; however, tourists with different ages, occupations and dwelling places have different patterns. 3. The satisfaction of the service quality is related with the loyalty of customers in this study. 4. As for the customer loyalty, the aspect of responsiveness,and the tangibility in service quality are all have 49.5% of predictability, and the highest aspect is the responsiveness with 45.0%. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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