3C industry with multi-channels: the research in relationships of service quality, customers’ satisfaction, and customers’ loyalty

• Main Authors: Jia-hong Jian, 簡嘉宏
• Other Authors: De-Jun Hung
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/c35536

碩士 === 國立中央大學 === 企業管理學系 === 102 === With the high development, 3C industry flourishes vigorously. A large number of customers can purchase 3C products they needed through different channels such as a physical channel 3C marketplace, and a virtual channel 3C shopping website. Customers would buy goods in 3C marketplace in person or place orders on shopping website. Recently, the mobile devices like Tablet PCs and smart phones generate excitement, and an App store on mobile devices is an innovative channel impacting our lifestyle. Consumers continually transfer from type phones to smart phones and buy Tablet PCs; moreover, they bring mobile devices such as smart phones with them in order to process papers, enjoy media, and shop etc. Numerous 3C companies sequentially smell blood in the water consumers using mobile devices. 3C companies develop their own Application programs and attempt to get close with consumers’ need. These companies put their own Application programs on Application markets; additionally, they offer free-download or paid-download to attract consumers’ notice of the new channel-mobile App. Therefore, we consumers have much more channels to choose and buy 3C goods through 3C companies’ traditional physical-channel, the Internet, or even their own mobile App. This study focuses on that a 3C company with three different channels and each channel have different service quality, customers’ satisfaction and customers’ loyalty. This study discovers the relationships of these three variances and in further explores whether each channel’s customers’ satisfaction and customers’ loyalty has relationship or not. Making use of internet and paper survey collects 348 effective samples. By way of statistic software and SEM analysis, the statement of this study detects that customers’ satisfaction on every channel acts mediator and has a positive effect between service quality and customers’ loyalty. Discovering the transition of satisfaction in three channels, we found that customers’ satisfaction on 3C marketplace positively affects customers’ satisfaction on 3C shopping website and further transfers to customers’ satisfaction on 3C mobile App. We also unveiled customers’ satisfaction on 3C shopping website between customers’ satisfaction on 3C marketplace and customers’ satisfaction on 3C mobile App successfully acts a mediator and positively cause customers’ satisfaction on 3C marketplace to convert to customers’ satisfaction on 3C mobile App. Additionally, the transition of loyalty in three channels, we found that customers’ loyalty on 3C marketplace insignificantly affects customers’ loyalty on 3C shopping website but customers’ loyalty on 3C shopping website also positively influences customers’ loyalty on 3C mobile App.In this study, we unveiled customers’ loyalty on 3C shopping website between customers’ loyalty on 3C marketplace and customers’ loyalty on 3C mobile App successfully acts a mediator and positively cause customers’ loyalty on 3C marketplace to convert to customers’ loyalty on 3C mobile App. Similarly, this study found one result that males and females have significantly different levels of satisfaction and loyalty in 3C website. Another result is that having used or having not used App has remarkable discrepancy in service quality of 3C mobile App. Finally, the research also provides further conclusions and managerial implications.