| Summary: | 碩士 === 義守大學 === 工業工程與管理學系碩士班 === 97 === Service encounter quality is an area of growing interest to researcher and managers alike, yet little is known about the effects of face-to-face service encounter quality within a business-to-customer setting. Questionnaire survey was conducted through e-mail, 365 usable questionnaires, an available response rate of 91.25%, were received. This research presents a theoretically sound model on how to improve the customer satisfaction then strengthen the loyalty to organization by the modeling of service encounter quality.
In this paper, service encounter quality was found to be directly related to service quality, customer satisfaction, and indirectly to the loyalty to employee, and the loyalty to organization. In the modeling, the results of data analysis show that the outcome expectation is significant positively correlated of service encounter quality to service quality and customer satisfaction, and also indirectly strengthen the loyalty of customer to service provider or organization. Finally, the implications of the results are provided and directions for future research are also discussed.
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