Home security systems service quality, customer satisfaction and loyalty of the Study- As an example of a security company

• Main Authors: Huang, Hsueh-Len, 黃學仁
• Other Authors: Chen,Tung-Liang
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/76684643497122841573

碩士 === 中華大學 === 科技管理學系(所) === 98 === System in Taiwan since the establishment of the first security company began 30 years of history has experienced so far remained nearly 300 the number of each company fiercely between the contestants, more than the price, than the service much better than the innovation. However, in recent years due to industrial relocation and the bad economy, cause the system to preserve the high rate of customer cancellation, making the system needed to look for a security company to extend the survival of corporate performance and the next target. In view of Japan's home security systems continue to grow over the past decade and there beyond the general trend of commercial systems, resulting in a system of domestic security vendors focus on the development of residential security systems and business promotion. This study will address the related residential security systems service quality, customer satisfaction, customer loyalty do in-depth discussion, in order to have a better understanding of the customer, and thus in the implementation of the service industry can provide appropriate recommendations. In this study, the central management of a security company under the jurisdiction of Taichung and Changhua Lukang users of the system as a residential area called object using convenience sampling to survey. The regression analysis results indicated that after the corporate image, service quality, satisfaction, perceived value and loyalty between each dimension and is a significant positive effect of impact, security company can timely adjust the results based on this strategy and enhance service quality companies, so as to help improve the corporate image, perceived value and enhanced customer satisfaction and loyalty.