A Study on the Relationships among Service Quality, Customer Perceived Value, Process Quality and Customer Loyalty-A Case of Kaohsiung Public Bike System
| Autor: | Yao-cheng Huang, 黃耀正 |
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| Rok vydání: | 2014 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 102 The purpose of this study was to investigate the relationships among service quality, customer perceived value, process quality, and customer loyalty regarding the Kaohsiung public bike rental system. Questionnaire responses were collected using random sampling to examine the impact of different demographic variables on service quality, customer perceived value, process quality, and customer loyalty, as well as the relationships among the aforementioned factors. Descriptive statistics,one-way ANOVA, paired-sample t-test, correlation analysis, and the I-S model were used to analyze data and test hypotheses. Of those returning questionnaires, there was no significant difference in marriages, ages, monthly transportation costs, and the usage frequency among service quality, customer perceived value, process quality, and customer loyalty. However, there was a significant difference between (1) customer perceived value and customer loyalty in genders, (2) levels of education and service quality, (3) occupations and process quality, and (4) customer perceived value and customer loyalty in usage time. The results of the study are as follows: 1. There was a significant difference in expectations and real feelings between service quality and process quality. 2. There was a significant positive correlation between perceived value and customer loyalty in service quality. 3. There was a significant positive correlation between perceived value and customer loyalty in process quality. 4. There was a significant positive correlation between process quality and customer loyalty. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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