| Summary: | 碩士 === 中華大學 === 科技管理學系碩士班 === 98 === Customs has played the financial role dealing with tariff duties and bonded goods. However, facing drastic competition environment, customs tried to construct accessible customs entry environment to be an economic role. It means that customs should be an active partner with companies to provide relative service. As a result, to establish relations with companies is very important. Service quality is a key factor to attract and contact with consumers; customer value focus on customers’ feelings regarding the product or service from suppliers. Understanding effect of service quality and customer value on relation quality is the man point of this study..
The subjects of this study were the personnel responsible for bonded goods passing in and out in the 303 companies supervised by customs in December 2008. 250 companies were sampled randomly and sent one questionnaire to each of them. 129 questionnaires were responded, and valid responded rate was 51.6%. We examined the relations among quality service, customer value and relation quality by factor analysis, reliability analysis, hierarchical regression and block regression.
The results of this study are as follows: 1.service quality has positive effect on customer value; 2. service quality has positive effect on relation quality(customer satisfaction and customer trust separately); 3.customer value could influence relation quality(customer satisfaction); 4.service quality could influence relation quality through customer value.
The recommendations are as follows: 1.to satisfy the value of ShinChu Science Park companies, it is necessary to enhance customs personnel professional knowledge and reliability of relative equipment; 2.it could improve the degree of satisfaction through promoting service attitude and degree of profession; 3.to earn trust of the Science Park, service attitude is one of the most important factor to concentrate on; 4.to promote customer satisfaction to maintain the relationship between companies and customs, promoting customer value is one of important factors; 5.it should make use of promoting service quality and customer value to enhance the relationship with companies.
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