Effects of Product Quality, Service Quality and Price Perception on Satisfaction and Loyalty: A Study of Office Furniture Manufacturer

• Main Authors: Chen, Shih Chin, 陳世卿
• Other Authors: Lin, Meng Yen
• Format: Others
• Language: zh-TW
• Published: 2004
• Online Access: http://ndltd.ncl.edu.tw/handle/52378782454780772736

碩士 === 國立臺灣科技大學 === 管理研究所 === 92 === For office furniture manufacturers in Taiwan, it is an important issue to retain existent customers. However, there are few researches concerning the factors of customer retention. We chose the customers of office furniture as the subjects and a questionnaire was conducted to investigate the impact of product quality, service quality, and price perception on customer satisfaction and loyalty. There are three results: (1) customers in the large corporation have a high appraisal on product quality and satisfaction; (2) customers in high technology industry have a high appraisal on product quality and service quality; (3) product quality and service quality will influence the customer satisfaction and loyalty respectively, and satisfaction will mediate the effects of product quality and service quality on loyalty.