The Interrelationship between Service Failure, Service recovery, Remedy Effect, and Customer Satisfaction- A Case of the TPC Kaohsiung District Business of the Electricity Meter Reading

• Main Authors: Wan-Chun Chen, 陳萬春
• Other Authors: Shih-Chien Chien
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/88769800052831376369

碩士 === 樹德科技大學 === 經營管理研究所 === 100 === TPC in response to national economic and social development, to provide a stable, high quality power, uphold the service-oriented business strategies hope to achieve a modern customer-oriented state-owned enterprises. How to best service to customers, but also should pay attention to how to remedy arising from errors in the service, when service mistakes, the appropriate remedy can fix customer satisfaction, thereby affecting the perception of the consumer business . Service delivery and customer consumption occur simultaneously, and the quality of the service can not match the quality control of manufacturing the product, So, we must provide immediate and appropriate remedial measures, to make up for the service failure caused by improper feelings in the minds of customers to avoid damage to the business a long time to create customer satisfaction and loyalty to the efforts made by, and reduce the customer reduce business confidence and the formation of the bad reputation. This study will focus on the service failure, service recovery to remedy the results and their impact on customer satisfaction to explore, and meter reading meter fee TPC Kaohsiung District Office, for example, using the questionnaire, 37 miles to the National Kaohsiung users for the study, were collected 210 valid questionnaires, application of exploratory factor analysis, confirmatory factor analysis, the overall pattern analysis, H1, H2 and H5 are not established. The results found that the service failure, service recovery, the remedial effect and customer satisfaction are not significant; service recovery on the remedial effect of service recovery on customer satisfaction and the remedial effect on customer satisfaction, significant; another service failure through remedial the effect of intermediary to enhance customer satisfaction.