Knowledge Gap Effect of Service Quality in a Traditional Industry
| Autor: | Wen-Chi Li, 李雯琪 |
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| Rok vydání: | 2011 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 99 The living standard and consumer capabilities are enhancing in recent years. The demands of better life quality and transport convenience are needed. Therefore, the demand is increased for motor vehicles. Therefore, the end-life-vehicle industry disassembles vehicles into second hand parts for selling to vehicle maintaining firms. The competition is getting increased thus how to improve service quality as a business strategy. Most of service quality literature studied samples for service industry. Few literature studied service quality for traditional industry. This study developed a questionnaire for survey research. There were 200 validated questionnaires were collected. The samples were collected from vehicle maintaining firms. This research used structural equation modeling (SEM) to study the relationship between factors. The results were shown as: (1) Knowledge gap has a positive effect on service quality. (2) Corporate image has a positive effect on service quality. (3) Store image is positively associated with expected EC service quality. (4) Service quality is positively associated with customer perceived value. (5) Customer perceived value has a significant effect on the customer satisfaction. (6) Service quality is positively associated with customer satisfaction. (7) Customer satisfaction is positively associated with customer loyalty. (8) Technology readiness is positively associated with expected EC service quality. (9) Expected EC service quality is positively associated with attitude. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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