A Study on the Relationships Among Service Innovation, Customer Value and Customer Satisfaction－Taking Chain Stores in Taipei as Example

• Main Authors: Min-Feng Shen, 沈旻鋒
• Other Authors: Hsi-Jui Wu
• Format: Others
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/uv6dhr

碩士 === 國立東華大學 === 企業管理學系 === 102 === This study aims to discuss how service innovation could affect customer value and customer satisfaction. In addition, this study also attempts to analyze how personal traits could make a moderating effect to service innovation and customer value. This research uses structural equation model to verify the relationships among the constructs and uses regression analysis explore the moderating effect of personal traits. Through the statistical analysis results are as follows: 1.There is a positive effect of new service concept to customer value. 2.There is a positive effect of new client interface to customer value. 3.There is a positive effect of customer value to customer satisfaction. 4.There is a significant effect of average monthly income to service innovation.