The study of the relation between service quality and customer satisfaction in the label printing industry, based on the to electronics and computer industry

• Main Authors: LIU, SHIH-FAN, 劉世凡
• Other Authors: 羅文坤
• Format: Others
• Language: zh-TW
• Published: 2003
• Online Access: http://ndltd.ncl.edu.tw/handle/74648625035273145440

碩士 === 中國文化大學 === 資訊傳播研究所 === 92 === The purpose of this Study of the relation between Service Quality and Customer Satisfaction, based on the Label Printing Industry. It includes: customers concern degree Service Quality and Customer Satisfaction. Concern degree and satisfaction degree among customers with different backgrounds, and the main ingredient of the service quality. This study chose Electronics and Computer securities companies in Taiwan area companies as our sampling targets. There are 523 companies. The Label Printing Industry are printing guild in Taiwan. We found the customer group from them. This study capitalizes on questionnaire surrey to collect sample data and the study scope consists of containers of Electronics and Computer companies in Taiwan area. The study collect 336 questionnaires are issues to 102 companies. Times percentage method t tending method. Anova. Pearson correlation and Factors analysis. The results show: 1. The main ingredients of the service quality include “corporate image”, “professionalism dispose”, “corporate reliability”, “circumstance”, “suitable and reasonably”, “capacity mobile”, “product quality”, and “bearing cordially”. 2. The 6 service guilty items which customers cougar are “delivery on time”, “enough capacity”, “product quality meet to customer’s demand”, “to eliminate ability of disorder printing”, “making a reasonable offer”, and “to prevent potential problem”. However, “company’s decoration is attractive”, “company’s scope”, “offering marketing information”, “famous excellent”, “company’s famous”, and “offering a special phone line” are all relatively less concerned by customers. 3. The 6 service quality items which customers are most satisfied with are “delivery on time”, “enough capacity”, “product quality meet to customer’s demand”, “person with bearing cordially and passion”, “company with all production equipment”, and “person with professional ability to answer question”. However, “company’s decoration is attractive”, “offering marketing information”, “collecting outsourse”, “to outsourse oversee”, “company’s famous”, and “company often care about customer” are lest satisfied items alleged by customers. 4. Customers of different background do have divergence concern degree and satisfaction degree with the service quality. 5. All Customers are with the relation between service quality and customer satisfaction.