| Summary: | 碩士 === 國立成功大學 === 高階管理碩士在職專班 === 96 === This study aims to empirically examine the association among customer satisfaction, loyalty and service quality in car leasing industry; thus, the results can be applied for setting up marketing and management strategies. This study issues 480 questionnaires to existing customers and the return rate of questionnaire is 36.25%, total 174 valid samples. Followings summarize the empirical results:
1.Long-term contract customer and short-term contract customer have significantly differences in service quality, perceived value, and customer satisfaction, respectively.
2.Service quality, perceived value, customer satisfaction and loyalty, have a significant association with each other.
3.The service quality has positive and significant influence on perceived value. The perceived value has positive and significant impacts on customer satisfaction and loyalty. However, the service quality does not have significant influence on loyalty and customer satisfaction.
4.If we treat the perceived value as an intermedium variable, the service quality still has a significant influence on customer satisfaction and loyalty respectively.
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