A Study of Service Quality, Service Satisfaction and Loyalty in Logistics Industry：A Case Study of A Company.
| Autor: | LI-HAO YIN, 尹立豪 |
|---|---|
| Rok vydání: | 2017 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 105 As the economic development and income increase, consumption pattern has been changed. The traditional distribution channel transform into the logistics center distribution. The logistics industry plays a concentrative and distributive role. The function of the logistics industry is also looking for customers, retail consultation and development Private Brand. However, supply chain management isn't enough capability to enhance competitiveness. Logistics industries stay service quality, satisfaction customer demand, and enhancement customer loyalty besides reducing the cost and increase profits. According to my research background and research motivation, we can explore service quality, customer satisfaction and customer loyalty of the logistics industry such as the case of a logistics company in Taiwan. Parasuraman, Zeithaml and Berry were divided service quality into Tangibles, Reliability, Responsiveness, Assurance and Empathy in 1985. Questionnaires were issued by random sampling of 150 questionnaires and 11 invalid samples, 139 effective questionnaires. In this study, the reliability anlaysis and the factor analysis are used to verify the questionnaire validity. By using the regression analysis, we intend realize the difference between service quality, customer satisfaction and customer loyalty. The research shows that Reliability, Responsiveness, Assurance and Empathy of service quality are significant positive correlation between customer satisfaction and customer loyalty. Tangible of service quality is significant negative correlation between customer satisfaction and customer loyalty. The significant positive correlation between customer satisfaction and customer loyalty. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
| Externí odkaz: |
|