| Summary: | 碩士 === 中華大學 === 科技管理學系(所) === 96 === Development of hi-tech industry is the key to the economic growth in Taiwan, as well as the main factor for Taiwan to transform her labor-intensive industrial structure into knowledge-intensive and technology-intensive one. How can Taiwan even upgrade herself? It could be realized only by providing intelligent service which is known as Knowledge-based Technology Service.
In today’s customer-oriented society, customer satisfaction index has become a common phrase used by people in various enterprises, and the source of a company’s profit. In recent years, research on National Customer Satisfaction Index Model boomed. Developed countries have been doing research on the measurement and model of National Customer Satisfaction Index. Some of them even have established the model and index. Taiwan is not an exception. This paper has the customers a juridical person research center serves as the sample and sent out total 600 questionnaires. 84.17% of them are effective. The data collected are studied and analyzed with Structural Equation Model (SEM). The analytic results show that image has positive effect on customer expectation and customer loyalty; customer expectation has positive effect on perceived quality; perceived quality has positive effect on customer satisfaction and perceived values; perceived values have positive effect on customer satisfaction, and customer satisfaction has positive effect on customer loyalty. However, image does not directly affect customer’s satisfaction, but through indirect factors. Based on the results above, this paper proposes modifications and suggestions for the basic assumption model of Taiwan Customer Satisfaction Index (TCSI) applied to the knowledge-based technology service industry.
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