The Study on the effects of Product Quality, Service Quality and Price on Customer Satisfaction, Trust and Commitment -A Case of KD Company
| Autor: | Chih-Yung Lin, 林智勇 |
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| Rok vydání: | 2015 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 103 The semiconductor industry is an important industrial of economic and technological development. This industrial feature is huge investment amount. To observe the global semiconductor market development, overall industry outlook remains optimistic in 2014. In cooperation with the government and industry, Taiwan has become the R&;D center of international semiconductor. Therefore, the customer demand will to be guide the development of SEMI equipment manufacturers. Therefore, this study aimed to SEMI equipment manufacturers how to understand customer demand, in order to provide better product quality, service quality and price and improve customer satisfaction, then enhance trust and commitment in this rapid changes environment of SEMI industry. In this study, selected the samples from the academic and national research unit, such as National Chiao Tung University, Academia Sinica, National Synchrotron Radiation Research Center, etc. Questionnaire survey have six dimensions, including product quality, service quality, price, customer satisfaction, trust and commitment, and aimed to discuss the effects of product quality, service quality and price on customer satisfaction, trust and commitment. A total of 15 schools and sent 250 copies of the questionnaire, 202 valuable questionnaires with effective rate 80.8%. In this study, used SPSS 21.0 statistical analysis software for empirical analysis, we use descriptive statistics, reliability analysis, and multiple regressions to test the hypothesis. The result of this study shows that product quality, service qualities have significant positive effect on customer satisfaction, and product quality and service quality have significant positive effect on trust. In addition, customer satisfaction has significant positive effect on trust, and trust has significant positive effect on commitment. However, the price does not have significant positive effect on customer satisfaction. Because of budget limit will impact customer’s choice, customer will prefer choose cheaper parts, therefore, the study result reflect the relationship of price reasonability and customer satisfaction will not be positive. It is suggested the budget limit will be incorporate the effect analysis of price on customer satisfaction in the future research, in order to explore the degree of interference on price acceptance. As recommended in the study of semiconductor equipment manufacturers, not only develop an effective pricing strategy but also pay attention to intangible service quality, etc., to improve customer satisfaction, trust and commitment, in order to enhance competitiveness. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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