The Study of Service Quality, Enterprise Image, Switch Barriers and Customer Loyalty -The Case Study in FCBL Leasing Company

• Main Authors: Sung-Han Liu, 劉松翰
• Other Authors: Yi-Ching Tsai
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/42r757

碩士 === 銘傳大學 === 管理研究所碩士在職專班 === 96 === In view of present enormous changes in the economic and financial environment, the era of comparatively high quality financial commodities has nevertheless increased competitiveness in leasing industry. Sales in leasing business are compelled to turn to non-price competitions improving products and service quality to strengthen competitive edge in order to achieve customer loyalty. This research adopts the PZB service quality model and amend it to a questionnaire designed for leasing service. Also SPSS13.0 is used to perform data analysis. In concrete terms, the purpose of this research is to analyze the relationship between leasing company service quality, enterprise image, switch barriers and customer loyalty. Besides, it also aims to explore the differences in customer perspective toward leasing customer loyalty among different firm characterization. A questionnaire-survey is designed to target customers of FCBL leasing company and samples were taken from Sep. to Oct. 2007. This research delivered 113 questionnaires . There were 105 valid samples, and the effective rate of retrieve is 92.9%. Then we find these results as follow: The findings discovered that the“Profession- Active”,“Care”of the service quality, enterprise image and“Habit”of the switch barriers to customer loyalty has positive bonding. Based on the result of this research, proposed the feasible suggestions to promote customer loyalty of the leasing industry.