Examining the Relationship among Service Quality, Customer Satisfaction and Customer Loyalty–A Case of an Airfreight Forwarding Company in Taiwan

Autor:	Jui-Hsiung Li, 李瑞雄
Rok vydání:	2011
Druh dokumentu:	學位論文 ; thesis
Popis:	99 In global competitive markets, Taiwan air forwarders have to enhance customer orientation service for permanent operation and trying to increase the customer satisfaction and loyalty to create operation efficiency and expand service coverage. The aim of this study is to examine the relationship among service quality, customer satisfaction and customer loyalty of the air forwarding industry. The empirical study is based on a Taiwanese air forwarder company. The expertise is collected through a questionnaire survey and the multiple-regression analysis is applied to validate the hypotheses. Meantime, for air forwarder, the study also provides the specific theory and practice, as well as the follow-up research direction.
Databáze:	Networked Digital Library of Theses & Dissertations
Externí odkaz:	http://ndltd.ncl.edu.tw/handle/06240517722700830447 Zobrazit plný text záznamu