The Effects of Service Innovation on Service Quality and the Customer Satisfaction-Taking the Funeral Industry as an Example

• Main Authors: Yeh Jo Han, 葉若翰
• Other Authors: Chang, Jui-Fang
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/29566459725562318090

碩士 === 國立高雄應用科技大學 === 高階經營管理研究所碩士在職專班 === 101 === Abstract The funeral industry was mostly operated by a single trader or traditional business model before the large enterprises joined the industry in Taiwan. Later, the division of labor inthe originalfuneral business model has been changed through the aggressiveparticipation of thebusiness enterprises and religious groups. They even promote thechanges of public values, funeral rites and governments’ policies. Raising the alive and burying the dead are important events in one’s life. So, how to provide superior funeral service quality based on the most solemn, reverent and perfect mood to satisfy families’and their relatives’ needs is very essentialto the funeral businessoperators. Accordingly, the researchuses the analyses of reliability, validity, multiple regression, and stepwise regression to explore the effects of service innovation on customer satisfaction in the funeral industry of metropolitan Kaohsiung area. The researchresults are (1) service innovation has a positive effect on service quality, (2) service quality has a positive effect on customer satisfaction, (3) service innovation has a positive effect on customer satisfaction