On Customer Satisfaction and Customer Loyalty: A Confirmatory Research of One Machine Tool Manufacturer and Its Domestic Customers in Taiwan

• Main Authors: I-Chih Chiu, 邱奕智
• Other Authors: Nelson N. H. Liao
• Format: Others
• Language: zh-TW
• Published: 2004
• Online Access: http://ndltd.ncl.edu.tw/handle/2ft6e8

碩士 === 朝陽科技大學 === 工業工程與管理系碩士班 === 92 === The conceptual framework of this study is based on the ECSI (European Customer Satisfaction Index) model from ECSI technical committee in 1998. This study would like to use ECSI model to test and verify the hypotheses and relationships among the point of view on customer satisfaction, customer loyalty, corporation image, customer expectations, product quality, service quality and perceived value in one machine tool manufacturer and its domestic customers. The objectives of this study are as follows: 1.Investigating whether the manufacturer and its domestic customers have significant differences in view of corporation image, customer expectations, product quality, service quality, perceived value, customer satisfaction and customer loyalty. 2.Investigating whether customer satisfaction and customer loyalty have significant correlation with other dimensions of this study. 3.To test and verify the ECSI model by the points of view of one machine tool manufacturer and its domestic customers in Taiwan. According to the conceptual framework, hypotheses and objectives, by way of factor analysis, validity and reliability analysis, multivariate analysis of variance and independent-samples t test, Pearson correlation coefficient test, path analysis and stepwise regression analysis, the major findings of this study are as follows: 1.There are significant differences on the points of view of perceived value and customer loyalty for the manufacturer from those of its domestic customers. 2.Customer satisfaction and loyalty have significant correlation with other dimensions of this study. 3.Corporation image, customer expectations, product quality, service quality and perceived value have significant effectiveness to customer satisfaction and customer loyalty. 4.Service quality has the most interpretation power to customer satisfaction. 5.Customer satisfaction has the most interpretation power to customer loyalty.