A Study on Service Quality, Customers Satisfaction and Royalty - A Case Study of Pingtung Veterans Home
| Autor: | Huang, Chiu-Jin, 黃秋瑾 |
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| Rok vydání: | 2018 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 106 This study takes residents and/or family dependents in Pingtung Veterans Home as subjects to investigate the relations among service quality, customers satisfaction and royalty. The results aim to provide authority of Pingtung Veterans Home to improve their management strategy for sustainable development. This study conducted a survey to the residents and family dependents in Pingtung Veterans Home during February 15 to March 31, 2018. The total number of questionnaire issued was 250, in which 230 questionnaires were valid. SPSS 22.0 was employed to conduct t test, ANOVA and regression. The major results are as follows: 1. The means for the factors of service quality are as follows: Tangibles (4.25), Reliability (4.316), Responsiveness(4.31), Assurance(4.36), and Empathy(4.22). The overall satisfaction is 4.23 and the royalty is 4.42. It reveals that the residents and/or family dependents are satisfied with all factors of service quality. 2. According the t tests and ANOVA, female, married, and higher education level respondents showed higher scores in service quality factors, overall satisfaction and royalty. 3. he regression results showed that there exist positive relations between service quality (Assurance, Empathy and Responsiveness) and overall satisfaction and royalty. 4. This study proposes several suggestions according to research findings to Pingtung Veterans Home for the development of management strategies. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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