Service Quality, Service Innovation, Service Value and Customer Satisfaction to Study on the Relationship Between Customer Loyalty - Justwin Case
| Autor: | Ching-Han Chang, 張竟漢 |
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| Rok vydání: | 2016 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 104 In 2016 the tourism industry present condition report specified that Taiwan, an investigation against Taiwan catering and traveling hotels and other tourism related business. Have more than 43.7% of the respondents admitted that the recent performance of business fells from a year earlier, with an average decline of 15.3%. In addition 45.9% of the respondents said remain the same or cannot be compared, an increase of only 10.4% performance on business of respondents. For a nation in terms of economic development, the hotel business is the appearance of the country, but also the heart of the tourism industry, a successful restaurant allows customers to feel at home, and bring financial resources not only to the hotel, but also related business. In this study, Tainan “Just Win Grand Hotel” as empirical analysis objects, by dispatching questionnaires to travelers, and to understand how the quality of service, service value and customer satisfaction to affect customer’s loyalty and customer relationships results. Copies of this study recovery of 199 valid questionnaires. The effective rate was 66.33%. Conducted by SPSS statistical analysis software and perform statistics and hypothesis testing. The empirical results show: First, higher the reception of service quality and the care experience trustworthy will significantly increase the pleasant experience. The higher reception of the quality of the service to realistic respond and care trustworthy will significantly increase the value of service consumption. Second, the higher the reception of service innovation and method to improve service experience will significantly increase the joy of experience and the value of service consumption Third, the higher reception of the joy of service experience and the value of service consumption will significantly promote expectations and overall satisfaction. Fourth, the higher the reception of realistic respond and care experience trustworthy will significantly promote expectations and overall satisfaction. Fifth, the higher the reception of service innovation, will significantly promote expectations. The higher the reception of service innovation and method to improve service experience will significantly increase overall satisfaction. Sixth, the higher the reception of customer satisfaction in accordance with expectations and overall satisfaction will significantly enhance customer loyalty. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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