A Study on Servicescape, Service Quality and Customer Satisfaction of Telecommunication Service Centers.

• Main Authors: Chung-Ying Ho, 何忠穎
• Other Authors: 陳重臣
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/14269482020857781711

碩士 === 國立雲林科技大學 === 資訊管理系 === 102 === This study investigated the Servicescape, Service Quality and Customer Satisfaction in the Telecommunications Service Center as the main direction and understands the customers via the questionnaire for the evaluation and adjustable direction of Telecommunications Service Center. Servicescape refer to Bitner (1992) as the theoretical basis, and Service Quality and Customer Satisfaction by reference Parasuraman, Zeithmal and Berry (1988) are integrated these three dimensions to analyze their relationships. The purpose of this study is as follows 1) Explore the relationship between demographic variables and Servicescape. 2) To investigate relationship of demographics and Service Quality. 3) Explore the relationship between Servicescape and Service Quality. 4) To investigate the impact of the Servicescape and Service Satisfaction. 5 To investigate the impact of Service Quality and Service Satisfaction. The study by the random sampling method is to understand the telecommunications service center demographic variables, Servicescape, Service Quality and Service Satisfaction. A total of 350 samples of telecommunications customer service center and the effective sample are 300 copies. The results are shown below, 1) the Servicescape, Service Quality and Customer Satisfaction have the moderate positive correlation. 2) Different Servicescape have no significant differences in Customer Satisfaction. 3) Service Quality and Customer Satisfaction generate moderate positive correlation. 4) Finally, the Servicescape, Service Quality and Customer Satisfaction in Telecommunications Service Center are closely interlinked. If one fails to do will affect other parts, so Telecommunications Service Center should design for each customer to satisfy customers and achieve the highest customer satisfaction For the Telecommunications Service Center make a few suggestions below, 1) Servicescape can emphasis do the overall design direction of convenience services. 2) Service Quality can available in the training of personnel and strengthen customer first impressions. 3) Customer satisfaction should be the do the Servicescape and Service Quality well to service satisfaction and service quality to do the scene, can be reflected in.