On Relationship between Customer Satisfaction and Customer Attitude Switching for the Industrial Machine─A Case Study of the Plastic Injection Machine

• Main Author: 陳雍濤
• Other Authors: 廖年欣
• Format: Others
• Language: zh-TW
• Published: 1998
• Online Access: http://ndltd.ncl.edu.tw/handle/34245952983485043250

碩士 === 朝陽大學 === 工業工程與管理研究所 === 86 === Customer satisfaction is the progressive power of the enterprises, customer loyalty is the key treasure for the enterprises to win the competitive edge in this new era, customer attitude switching is a hint that the customer gives the enterprises an advice, whereas, the attitude switching barriers of the customer to enterprises is the paradox of their loyalty. Product quality and service quality are the physical contents of customer satisfaction, they are the core elements of customer attitude switching. Degree of concern and degree of satisfaction are the reacting dimensions between enterprises and their customers. This is an empirical case study of customer satisfaction on plastic injection machine, this topic are seldom discussed by scholars so far. The plastic injection machine is a kind of industrial machine, is in the category of industrial product for capital property. The population of this research are the manufacturers of the plastic injection products, the sources are from “Members list of plastic industrial products association in Taiwan (1996 —1997) ”, “Members list of plastic industry in Taiwan (1997 —1998)” and “Manufacturers list in Taiwan and Fuchien area (1998)”. The questionnaires had been sent 945 pieces, returned effective ones were 203 pieces, the return rate was 21.48%.By using the t-testing. ANOVA, chi-square testing and Pearson correlation analysis of SPSS for Windows 6.0, it is found the following conclusions: 1.There are significant differences in degree of concern from degree of satisfaction for every factor of product quality and service quality, and the degree of concern are higher than the degree of satisfaction. 2.There are significant relationship between degree of concern and overall customer satisfaction for product quality and service quality for the majority of customers. The higher the degree of concern of the customers for product quality and service quality, the higher the overall customer satisfaction. 3.There are significant relationship between degree of satisfaction and overall customer satisfaction for product quality and service quality. If customers satisfied with the product quality and service quality, then the overall customer satisfaction will be highly enhenced. 4.There are significant relationship between overall customer satisfaction and customer loyalty, it means the higher the overall customer satisfaction, the higher the customer loyalty. Whereas, there were some customers that they were not really satisfied overall but still showed high loyalty because of switching barriers. Due to some influences of switching attitude, there are some customers will never loyal to the original brand even if with high overall satisfaction. 5.The higher the degree of concern of the customer to the product quality and service quality, then the higher the intent of the customer attitude switching on the other hand, the higher the satisfaction of the customer to the product quality and service quality, the lower the intent relatively to the attitude switching. 6.There are significant positive relationship between degree of concern and customer switching barriers. The higher the degree of concern of the customer to the product quality and service quality, the higher the switching barriers to other brands. 7.There are significant differences among customer loyalty, degree of concern and degree of satisfaction on product quality and service quality for different size of enterprises 8.There are significant differences among customer loyalty, overall customer satisfaction, degree of concern and degree of satisfaction on product quality and service quality for different self-maintenance capabilities of the enterprises. 9.There are significant differences among customer loyalty, overall customer satisfaction, degree of concern and degree of satisfaction on product quality and service quality due to different performance on prevention and maintenance scheme in the enterprises. 10.There are no significant differences on each customer response dimension for the machines whether made in Taiwan or made in USA/Japan/Europe, therefore, plastic injection machine is a Kind of fully developed and matured industrial machines in Taiwan so far.