The study of relationship between service quality and customer satisfaction in the business of printing materials in Taiwan in

• Main Author: 黃忠誠
• Other Authors: 羅文坤
• Format: Others
• Language: en_US
• Published: 1999
• Online Access: http://ndltd.ncl.edu.tw/handle/45260148690456401035

碩士 === 中國文化大學 === 印刷傳播研究所 === 87 === The purpose of this study is to explore 4 major issues include : 1.Customers’ concern degree and satisfaction degree with the quality service of the printing apparatus & material industry as well as the discrepancy analyses between the two degree . 2.Concern degree and satisfaction degree among customers with different backgrounds. 3.The main ingredient of the service guilty . 4.The correlation degree between the service quality and the concern degree of all customers . This study capitalizes on questionnaire surrey to collect sample data and the study scope consists of containers of pre-printing design companies . Color -differentiable of actors . Panel - producing factories . Printers . Packaging & stapling factories and all - function factories ect in greater taipei area . Random sampling is adopted to proceed with surrey . The study objects primarily focus on members of taiwan printing union ( taipei city and taipei county ) and 346 questionnaires are issues to 346 companies . & coefficient . Times percentage method t tending method . Anova . Factors analysis and person integral difference correlation and other statistics methods are will to analyse data . The results show : 1.The main ingredients of the service guilty include specialism . Personnel . Product integration . Efficiency & valuables . Exhibition . Care . And trust 2.The 5 service guilty items which customers most cougar are price . Quiche maintenance and fixing services . Sound after- sale service reasonable charge on maintenance and fixing services and quiche deliveries . Providing multifarious services . Providing integzatel products . Printing and issuing product category and divert mails . Conducting new product exhibitions . Good company image and the like are all relatively less concerned by customers. 3.The 5 service guabty items which amtomers are most satisfied with are steady product geniality . Good company image good communication skill of service personal . Affluent providing of egupnent and materials . Expertise of service personnel providing install mend payment choice of machines . Providing non - office hours services charging reasonable maintenance and fixing fees providing quite maintenance and fixing services and providing attractive price are 5 leat satisfied items alleged by ceeatcmers. 4.Customers of different backgsonle do have different concern degree and satisfaction degree with the service quality. .