THE INFLUENCE OF SERVICE QUALITY, CORPORATE IMAGE, AND PERCEIVED VALUE ON CUSTOMER SATISFACTION AND REPURCHASE INTENTION：A CASE STUDY IN SMART PHONE SHOPPING APPS
| Autor: | Yi-Shan Chen, 陳怡珊 |
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| Rok vydání: | 2019 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 107 Improving service quality and pursuing all-round customer satisfaction are important issues in business management. This study aims to explore the relationship between service quality, corporate image, and perceived value for customer satisfaction and repurchase intention. The characteristics of the mobile online shopping App are centered on the service "people", Therefore, if the mobile online shopping App wants to stand out in a competitive environment, Only by meeting the needs of different customers, providing diverse services and improving the quality of their services, and thus improving customer satisfaction, can we achieve the goal of sustainable operation. This study adopts a questionnaire survey method, which is based on consumers who have used mobile Internet shopping apps, total of 133 online questionnaires were distributed. Data analysis was performed using SPSS20.0 and AMOS20.0 statistical analysis software. The main research results show: (1) Service quality has a significant impact on customer satisfaction. (2) Corporate image has a significant impact on customer satisfaction. (3) Perceived has a significant impact on customer satisfaction. (4) Service quality has significant impact on repurchase intentions. (5) Customer satisfaction has a significant impact on repurchase intentions. (6) Perceived has a significant impact on repurchase intentions. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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