The Study of the Effect of Service Quality and Trust on Customer Loyalty Based on Online Shopping
| Autor: | LIN, WAN-JUNG, 林宛蓉 |
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| Rok vydání: | 2017 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 105 As the progress of technology and Internet in recent years, surfing the Internet is important to everyone. Whether using computer or smartphone, people can surf the Internet whenever they want. Industries about Internet, for example, E-commerce, break the limit of real distance in the world, and provide a more convenient life for people. The growth of online shopping is important in industries about Internet. When we enjoy the convenience, we should realize how it grow and what makes it happen? From this view, we hope that we can explore the type of industries of online shopping and realize how to be a more excellent company. We want to know how we can rise the customer satisfaction and customer loyalty, in order to make profits and create a sustainable development. This report is about the relationship of service quality, trust, customer satisfaction and customer loyalty, and how they influence each other in online shopping. It sets up hypothesis to confirm the relationships, and hopes that it can provide a better way for companies to develop an operating decision. The result of this report shows that service quality and trust all possess significant and positive impact on customer satisfaction; service quality and customer satisfaction all possess significant and positive impact on customer loyalty. Besides, the factor of service quality has the strongest impact in this result. Therefore, this report suggest that it should pay attention to service quality, so that it would help rising customer satisfaction and customer loyalty and creating more profits. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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