A Study on the Relationship among Service Quality, Customer Satisfaction and Repurchase Intention—A study of Carrefour Hypermarket in New Taipei City

• Main Authors: Lin, I-Chih, 林逸智
• Other Authors: Huang, Jen-Hung
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/zf5r63

碩士 === 國立交通大學 === 管理科學系所 === 101 === This study focuses on the relationship of service quality, customer satisfaction and repurchase intention of hypermarket, uses the retail service quality scale (RSQS) by Dabholkar et al.(1996) to measure service quality, which has five dimensions. There are 412 questionaires collected in this study and which tested by ANOVA, correlation analysis, regression analysis. The results indicate (1) income makes it significant differencesl when customers acknowldege accountability, staff interaction, problem solution, and store policy of serving quality, (2) the dimentions of the service quality - reliability, personal interaction, problem solving, and policy - are positively related to customer satisfaction, (3) the dimentions of the service quality - reliability, personal interaction, and problem solving - are positively related to repurchase intention, and (4) customer satisfaction is positively related to repurchase intention.