The causality study of consciousness cognition and customer satisfaction of service trade of real estate of Taiwan: an empirical study

• Main Authors: huang,su-fen, 黃素芬
• Other Authors: wei,wen-chin
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/23147767471320231542

碩士 === 大葉大學 === 事業經營研究所碩士在職專班 === 95 === The customer satisfaction will become the enterprises’ competition edge when the enterprise figure out that customer eventually will influence final evaluation. The ser-vice quality is most often used as the approach for studying customer satisfaction. The real estate is very worthy; nevertheless, the trade course often involves the specialized decree. Under the information asymmetry conditions, it is easy to lead to illegal behav-iors, law suits as well as social costs. Under the orientation of customer first, the enter-prise is conducting ethical discipline, to obtain the customers’ trust, in order to provide differential service. It is critical to satisfy customer and enable the enterprise to conduct perpetually. Hence, this study establish a model of customer satisfaction with trade dif-ferentiation and restriction, to provide relevant applications and management implica-tions for the traders, consumer and even the government and society. This research based on relevant documents, to obtain following variables as the an-tecedent variables for customer’s satisfaction: service quality, ethics, customer's value, etc. This study takes Taiwan as the research scope; include real estate agents and bro-kers industry. The person who own previous experiences will be considered as our ef-fective sample. The LISREL approach is used to investigate the causal relationships be-tween above constructs. The study finding that: (1) In the direct effect part: the causality of the customer satisfaction to the ethics has not been supported; service quality to cus-tomer satisfaction has been significantly supported; (2) In the indirect effects part: ethics and service quality through customer value significantly influence customer satisfaction.