The Effect of Performance Quality, Service Quality and Customer Satisfaction on Customer Loyalty

• Main Authors: Ting-Wei Hsu, 許庭偉
• Other Authors: Long-Yi Lin
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/14821791006303708733

碩士 === 真理大學 === 管理科學研究所 === 94 === Customer satisfaction was an important subject in industry and academia areas, and development national customer satisfaction index by foreign scholar in recently; But the domestic past related performing arts domain was fresh unusually satisfies take the customer as the consideration research. The purpose of this studied is discusses which customer satisfaction of the antecedents and consequence in the performing arts areas. Antecedents variable have contains performance quality and service quality and consequence variable has customers loyal. By using convenience sampling, in view of watches of performing arts program the Dr. Sun Yat-sen Memorial Hall audience is the object, we collects 743 effective samples. The data is used by the regression to test the hypothesis. The results are described as below： (1) Performance quality has a positive effect on customer satisfaction. (2) Service quality satisfies has a positive effect on customer satisfaction. (3) Performance quality in combination with service quality has a positive interaction effect to the customer satisfaction. (4) Customer satisfaction has a positive effect on customer loyally.