A Study on the Relationships between Customer Orientation and Satisfaction – The Case Study of the Professional Service of HVAC PE in Taiwan

• Main Authors: Chi-Chang Shih, 施繼昌
• Other Authors: Ching-Jui Keng
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/65h939

碩士 === 國立臺北科技大學 === 管理學院經營管理EMBA專班 === 100 === Although the numbers of professional Refrigeration and Air-Conditioning Engineers are relatively small compare to that of the overall professional services industry or architectures, the business strategies among them possess similarities: by providing various services to and maintaining good relationships with clients. The perception gaps between client and vendor during service rendering can hardly be avoided; therefore, how to close the gap between the two parties by vendor’s enhancing business relationship and understanding clients’ expectation and need has become a key issue. This research has examined and studied documents related to business strategies of professional services and small businesses and conducted additional sample surveys and in-depth interviews with clients, professional services owners and third-party contractors in order to find the relationship between client-oriented services and customer satisfactions. This research conducted hopes to bring contributions to academic study. This research finds that professional services through client-oriented and relationship marketing strategies has direct effect to customer satisfaction; however, niche services or various service mixes provided has relatively less influence on customer satisfaction. Precise process control and legal binding agreement is able to help professional technician receive customer satisfaction and create customer value.