Discussion of Service Quality, Relationship Quality, Customer Satisfaction and Loyalty -A Cast Study of Stone Industry Secondary Processing Plant in Southern Taiwan

• Main Authors: Lai, YingJean, 賴盈俊
• Other Authors: Hsieh, KuoJung
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/09907171453230794703

碩士 === 高苑科技大學 === 經營管理研究所 === 99 === Because the transparency of information, consumers can easily compare the information obtained; plus the rise of service industries, service quality becomes very important. Not only has it become the main factor to attract customers, but also the main basis for customer choice. Many researching found that the cost is less to keep existing customers than bring new customers, so the marketing emphasis on customer relationship quality as another way to gain a competitive advantage.In order to survive, traditional industries should discard the old concepts, pay attention to customer service quality, and maintain good relations with customers, so customers would be able to develop business loyalty. This research used Stone Industry Secondary Processing Plant as research object to discuss the enterprise service quality. It used consumer satisfaction to obtain the customer's trust and commitment, establish a good relationship with customers and get loyalty of customers. Using consumers of Stone Industry in southern Taiwan as the research target, the questionnaire survey was sent out to understand consumer’s behavior. Then, the research used LISREL (Linear Structure Relation) to analyze service quality, relationship quality, customer satisfaction and customer loyalty. Using analysis of different dimensions identified the relevant factors that influence of each dimension for academic research and a reference in business practice.