The Interrelation between Service Quality and Customer Satisfaction on International Certification Consultancy of Small and Medium-Sized Enterprises

• Main Authors: WEN HO YEH, 葉文和
• Other Authors: JUNG FANG CHEN
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/23426929044270493094

碩士 === 國立高雄應用科技大學 === 商務經營研究所 === 97 === The economic system in Taiwan is develops by the SMEs (small and medium-sized enterprise) primarily. Because of Globalization, domestic industry facing international competition. It is important that SMEs has to know how to elevate product’s competition with limited resource by Manages Consultant firm's counseling. The Quality of manage consultant firm is inconsistent because the low enter barrier, for example,no manage consultant licence.This research intent to know about : Enterprise's special characteristic in service quality importance and satisfaction cognition , Enterprise's special characteristic in customer degree of satisfaction difference, Consultant serves importance and satisfaction the quality disparity, and the relationship of Consultant serves satisfaction of the quality and the customer degree. Send 650 Questionnaires and take effective ones to do one-way ANOVA , Pair- Sample T test, and Linear regression .To figure out the service quality and consumer degree of satisfaction, taking domestic international standard authentication counseling enterprise as object. According to my survery, most of customer is satisfied with the international certification consultancy’s consulting service The difference of service quality importance and satisfaction cognition is represent SMEs have high anticipation instead of bad service of consultant. According that, we can know there have so many opportunity, so long as you can satisfy SMEs’ need. Keyword: service quality, customer satisfaction, international certification consultancy.