A Study on the Relationship between Customer Satisfaction and Customer Loyalty in the Security Industry
碩士 === 銘傳大學 === 資訊管理學系碩士在職專班 === 93 === The main purpose of this study is to research the relationship between the customer satisfaction and loyalty in the security industry. Built and construct a positive model from the satisfaction theory. Expectation and Perceived Performance caused Disconfirmati...
| Main Authors: | , |
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| Format: | Others |
| Language: | zh-TW |
| Published: |
2005
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| Online Access: | http://ndltd.ncl.edu.tw/handle/u2dns4 |
| Summary: | 碩士 === 銘傳大學 === 資訊管理學系碩士在職專班 === 93 === The main purpose of this study is to research the relationship between the customer satisfaction and loyalty in the security industry. Built and construct a positive model from the satisfaction theory. Expectation and Perceived Performance caused Disconfirmation which influences the Satisfaction and Loyalty. The research expects to contribute the loyality theory building and management suggestions to increase the customer loyalty.
Research samples are sampled from a Taiwan security company customers who adopt the electronic security service now. The researcher mailed 480 questionnaires and received 101 questionnaires with 17.14% return rate. The sample characteristic can be divided into the company and person subscriptions. In the company subscriptions, the research hypotheses of the research model are supported. But in the personal subscriptions, the hypothesis is supported only in satisfaction and loyalty. The result shows that the satisfaction model just can explain the company subscriptions but not in person. This interesting difference maybe caused by the customer characteristics or industry characteristics. The research result suggests the satisfaction model theory revision and offers managerial practices to lift customer satisfaction and loyalty.
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