THE STUDY Of THE RELATIONSHIP AMONG SERVICE QUALITY, LOGISTICS DISTRIBUTION QUALITY AND CUSTOMER LOYALTY
| Autor: | Hsiu-chih Liu, 劉秀知 |
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| Rok vydání: | 2012 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 100 This study is aimed to investigate the relationship among service quality, logistics quality and customer loyalty over goods purchased by customers and shipped to customer-designated sites with contractual outsourcing logistics company.The subjects of this study are the customers of Company T''s retail stores. The total number of distributed questionnaire is 240, and 201 effective copies are received. Regression is adopted as empirical analysis method. The findings of the analysis are: （1） Service quality directly influences the logistics quality and customer loyalty. （2） Logistics quality has obviously positive influence over customer loyalty. （3） Logistics service quality performs important agent between service quality and customer loyalty. We expect the study results can prove the effect of the customers'' perspective on Company T''s logistics quality over customer loyalty, which can be referred as Company T''s improving logistics quality and planning business strategy. The study assists Company T to enhance competence with ideas about the integration of service and management. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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