A Study of the Relationship among Service Quality, Customer Satisfaction, and Customer Loyalty－An Example of Pxmart in Tainan

• Main Authors: Yu-Jia Chen, 陳育嘉
• Other Authors: Chia-Te Wu
• Format: Others
• Language: zh-TW
• Published: 103
• Online Access: http://ndltd.ncl.edu.tw/handle/9rpgn7

碩士 === 南台科技大學 === 企業管理系 === 102 === With the rapid economic development and requirements of enhancing self-awareness of consumers of service quality, having to provide good service quality and improve customer satisfaction are the retail‘s big issue. Therefore, the aim of this research is to study customer service quality and customer satisfaction of Pxmart in Tainan area. Using questionnaires to collect information, which has been issued 500 questionnaires, 446 valid questionnaires were obtained. Through regression analysis and hierarchical regression analyzes to test the hypothesis of this study. The results show that service quality and customer satisfaction are positively influence customer loyalty. Second, customer satisfaction will positively affect customer loyalty. Third, service quality also found to influence customer loyalty through customer satisfaction.