The influences of image establish and innovate service about retail pharmacy industry on consumer satisfaction and loyalty

• Main Authors: Ming-Chih Shen, 沈明志
• Other Authors: 廖淑伶
• Format: Others
• Language: zh-TW
• Online Access: http://ndltd.ncl.edu.tw/handle/58525690709717874868

碩士 === 元智大學 === 管理碩士在職專班 === 100 === The pharmacy industry in Taiwan about store unfolding was ranked first in the world. There are 12,820 physical channel about pharmacy present in 2009 public report which has been publish by Department of Health, Executive Yuan, R.O.C. Due to the competes intensely of pharmacy industry management, suitable customer quidance and consumer behavior strategy will be more important for related manager. When it comes to consumer satisfaction and loyalty , most of the past literature focused on service quality improving, it was less discussed about image and innovate service may carry an notable influence . In this research, coporate image, store image and innovate service play the role of intermediary variable influence on consumer satisfaction and loyalty, which adopted the analysis of structural equation modeling with theoretical priori conformation was used. The result . According to the research findings, the three variables had significantly positive effects on the product satisfaction and the service satisfaction . The product satisfaction had significantly positive effects on loyalty, however, the service satisfaction had no significant effects on loyalty. The research results could be provided to the pharmacy industry managers as a reference when they want to excute image establish and innovate service in expectation to meet the operating and marketing goals.