The Effect of Service Quality, Perceived Risk and Advertisement in Customers Satisfaction and Loyalty: The Role of Perceived Value
| Autor: | SU-HAN WANG, 王舒涵 |
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| Rok vydání: | 2018 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 106 In recent years, due to the prevalence of travel, travelers choosing to travel on low-cost carriers have risen more than ever before. Many low-cost carriers have their own set of marketing methods and strategies in response to the booming development of the low-cost aviation industry. In order to compete and stand out in the low-cost aviation industry, it is necessary to understand the needs of customers and the market. There is the further exploration of service quality, perceptual value, social media involvement, customer satisfaction and customer loyalty of low-cost carriers. The research develops into a framework based on six aspects: Service Quality, Perceived Value, Perceived Risk, Advertisement, Customer Satisfaction and Customer Loyalty. The research subjects included Taiwanese and Korean travelers whom have taken low-cost airlines. There are total 303 questionnaires collected and analyzed by SPSS statistical software, including descriptive statistics analysis, reliability and validity analysis, multiple regression analysis and independent sample t-test analysis. As well as to explore the perceived value and satisfaction of the low-cost airlines from customers and the impacts of different nationality passengers on social media involvement. The results of this study are: First, there are significant differences in the quality of service perceived value. Second, there are significant differences in social media involvement on perceived value. Third, there are significant differences in perceived value to customer satisfaction. Fourth, there are significant differences in perceived value of customer loyalty under the conditions of different nationalities. Fifth, there are significant differences in customer satisfaction for customer loyalty. Sixth, tourists of different nationalities have a perceived difference in the level of involvement of social media. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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