A Study on the Relationship among Service Quality, Customer Satisfaction and Repurchase Intention of Cosmeceutical Chain Stores—A Case Study for C Cosmeceutical Chain Stores

• Main Author: 游嘉倩
• Other Authors: 陳光華、姜齊
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/75446728074195218593

碩士 === 國立交通大學 === 管理科學系所 === 99 === Due to the rise of cosmeceutical chain stores in recent years, this study focuses on the relationship of service quality, customer satisfaction and repurchase intention of cosmeceutical chain stores. The purpose of this study is to discuss whether or not there are differences in perceived service quality, customer satisfaction and repurchase intention between different consumers, and to discuss the effect of service quality on customer satisfaction and repurchase intention. The study uses the retail service quality scale (RSQS) by Dabholkar, Thorpe, and Rentz (1996) to measure service quality, which has five dimensions：physical aspects, reliability, personal interaction, problem solving, and policy. This study uses correlation analysis, ANOVA and regression analysis to test the hypothesis. The results indicate (1) there is no difference between different genders, (2) four dimentions of the service quality—reliability, personal interaction, problem solving, and policy —are positively related to customer satisfaction, (3) two dimentions of the service quality—reliability, personal interaction—are positively related to repurchase intention, and (4) customer satisfaction is positively related to repurchase intention.