| Summary: | 碩士 === 國立成功大學 === 企業管理學系專班 === 98 === The purpose of this study is to identify the antecedents of customer perceived value and to further identify the influences of customer perceived value on customer’s satisfaction and loyalty. The author first of all reviewed the literature and integrated the literature into his previous working experiences, then developed a satisfaction model of a customer demand for company A. The author then used the customers of company A as the respondent to conduct a questionnaire survey. Totally, 123 valid respondents were obtained from 98 customer companies. Through a series of reliability and validity validation, and the analysis of correlation and regression, the results of this study are concluded as follows.
1. The service benefits, product benefits, solution benefits and prices of company A have significant influences on its customers’ perceived value.
2. The customer perceived value of company A has significant influences on its customer satisfaction and customer surprise.
3. The customer satisfaction of company A has significant influences on its customer suprise and customer loyalty.
4. The customer of supplies of company A has significant influences on its customer loyalty.
Based on the communication platform of service benefits and pricing in company A, the author made a few suggestions to enhance the satisfaction of customer demand. By observing why company A can safely pass through the financial crisis and quickly recover its business activities; and earned the award of excellent achievement in industrial technology granted by the Ministry of Economics, ROC, in 2009; with a position to conduct vertically and horizontally some intensive merge and acquisition with global technology enterprises; the main reseaons are the continued providing customer convenience to enhance competitive advantages from company A. Therefore, “Collaborative Management” is becoming the new paradigm shift in modern management concepts. Finally, the satisfaction model of a customer demand can serve as in important reference for the companies to pursue the best partner.
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