| Summary: | 碩士 === 朝陽科技大學 === 工業工程與管理系碩士班 === 93 === The conceptual framework of this study is based on the framework of quality, value, and customer satisfaction on consumer behavioral intentions model in service environments (Jr. Cronin, Brady and Hult in 2000). This study would like to test and verify the degrees of agreement of employees and its domestic customer of one logistics firm in Taiwan on service quality, service value, sacrifice, customer satisfaction and behavioral intentions, and aims at a better understanding of the important factors how to influence customer behavioral intentions.
This research submitted 360 questionnaires to the employees of the sample firm, and submitted another 500 questionnaires to its domestic customers, the returned and final valid questionnaires were 248 returned and 134 respectively. The rate of valid questionnaires was 44.4%. According to the research objectives and hypotheses, by way of factor analysis, reliability analysis, independent-samples t test, Pearson correlation coefficient test, stepwise regression analysis and path analysis, the major findings of this study are as follows:
1.There degrees of agreement service quality, service value, sacrifice, customer satisfaction, behavioral intention of the employees on service value and sacrifice are significant difference from those of its domestic customers.
2.Behavioral intention has significant correlation with the dimensions of service quality, service value, customer satisfaction and sacrifice.
3.Service quality, service value and customer satisfaction have significant direct effectiveness to behavioral intention.
4.Service quality is the key factor to influence customer behavioral intention.
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