A Qualitative Research of Customer Satisfaction and Loyaltyin Stainless Steel Building-materials

• Main Authors: HUNG LIE CHUAN, 洪麗娟
• Other Authors: 戴劍鋒
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/45058657233430604379

碩士 === 嶺東科技大學 === 國際企業研究所 === 98 === This study used qualitative research method to understand the customer satisfaction and loyalty of industry of stainless steel building-materials. H company was chosen as a target company to be studied due to high market share in center part of Taiwan. The case-studied and literature reviewing research methods were adopted to obtain interview outline. The author used the outlines to interview some major buyers to obtain the conclusions in the following: 1.Customers were highly satisfied in nine aspects of the H Company. 1). H Company had the precision of panel over technology. 2). H Company bought the newest accurate machinery equipment in good time. 3). the qualities of products were very stable. 4). the quality of service is good. 5). H company delivered products fast and without landing. 6). the attitudes and professional knowledge of the service people were impressive 7). the attitudes and professional knowledge of the designing people were impressive 8). H Company produced customers’ specialized products. 9). H Company responded customers complain efficiently. 2. There were two aspects in the results proved that customers had highly loyalty to H company. 1). Customers were highly satisfied in products’ quality and attitudes of service therefore they would order products from H Company even sometimes prices were higher. 2). Customers were willing to purchase more amounts of products from H Company and willing to recommend H Company to others.