The Relationships Among Service Quality, Customer Satisfaction and Repurchase Intention：A Case Study of Swimming Pools in Jungli City, Taoyuan County
| Autor: | Cheng Wei Hsiao, 蕭正偉 |
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| Rok vydání: | 2015 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 103 The purpose of this study attempted to discuss the current situation of service quality, customer satisfaction, and repurchase intention of customers under different backgrounds, and the effects among these three aspects. The study used Questionnaire Survey, and the subjects were 259 customers from Sin Tian Di Swimming Pool in Zhongli District, Taoyuan. Data were analyzed with descriptive statistics, independent sample T-test, one-way ANOVA, Pearson’s correlation, and regression analysis. The results are summarized as follows: 1. The female customers are more than male customers; age upon 50; graduated from colleges; married and income under 20000. 2. In service quality, the “tangibles” factor had the highest scores; in customer satisfaction, “environment and facilities” factor had the highest score. In repurchase intention, there is no significant difference on factors “repurchase” and “recommend others to purchase”. 3. There are high correlations among service quality, customer satisfaction, and repurchase intention. 4. Regression analysis showed that the explained variation of repurchase intention on service quality and customer satisfaction is 44 %; regression equation on repurchase intention is 0,354; service quality +0.257; customer satisfaction+1.764. Besides the conclusions which were drawn from this study, the applications of research findings are also discussed in order to provide significant suggestions for further research. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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