| Summary: | 碩士 === 國立臺灣海洋大學 === 航運管理學系 === 98 === In recent decades, international transportation industry in Taiwan is taking a direction to new business environment, i.e. more competitive but less growth due to the challenge of manufacturing relocation/migration to lower cost countries/areas triggered by the trend of globalization. Therefore, the international express service providers must need to identify the right direction/drivers in improving service quality for better customers’ satisfaction. As the result, it helps the companies (service providers) maintain high business competitiveness and sustain continue business growth.
One of key criteria in selecting international express service providers is to be based on service providers’ awareness level toward to customers’ needs. Hence, understanding of customers’ requirement can be the key differentiation in success in express transportation industry. In order to be leading the market, service providers must upgrade its business role from the conventional service provider (provide what we can do) to the business partner (develop solution together with customers).
Thus, the objective of this study is to take international express service provider as the case to explore what the correlations are between customer centricity, switching costs and customer loyalty, and how service quality can improve the level of customer satisfaction.
Subsequent to the review of relevant literature, questionnaire survey was adapted as the methodology of this study. A customer poll was conducted to residence of major customers (international express services buyers) in Taiwan. There were 360 copies of questionnaire issued and 212 copies of return (The invalidated copy of return questionnaire: 0 and the validated copy of return questionnaire: 212).
Based on the result of analysis and validation, this is concluded the findings as follows:
1. Customer centricity is positively associated with customer loyalty.
2. Customer centricity is positively associated with switching costs.
3. Switching costs is positively associated with customer loyalty.
In the other word, if the service providers expect to increase its business revenue and sustain right profit by improving the level of customer loyalty then the service provider must continually improve its services quality from customers’ centricity point. Deepening service to align with customers’ logistics and marketing tends is the way to long-term success.
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