| Summary: | 碩士 === 修平科技大學 === 人力資源管理與發展碩士班 === 103 === With the rapid development of information and networking technology in twenty-first century, consumer awareness has been evolving and information travels faster than ever. The customers who get satisfied does not equal to those who get loyal.
Hence, within the sphere of human resource management, the purpose of the study was to construct and prove the relationship mode among professional competency, customer satisfaction, and customer trust and customer referral intention.
As to the methods of investigation and analysis, the study adopts on-site self-administered questionnaire and mail survey, which inquires the customers who used to purchase the products or to be served. 300 copies of questionnaire are sent out by convenience sampling, and 225 valid samples are recovered. Adopt the analysis of descriptive statistics and structure factors extraction. Examine the reliability of the structure factors through Cronbach´s α. Examine the validity of the questionnaire through Content Validity and Construct Validity. Discuss the relationship among the structure factors through Pearson's correlation, analysis of regression, and structural equation modeling. The major findings of the study are as follows. Professional competency had sign cant positive effect on customer satisfaction and customer trust. Customer satisfaction and customer trust had significant positive effect on customer referral intention. Customer satisfaction had partial mediation effect between professional competency and customer referral intention. Customer trust had partial mediation effect between professional competency and customer Referral intention. Customer trust had partial mediation effect between customer satisfaction and customer referral intention.
The study provides the theory and actual situation in terms of discussing the result of the study, which intends to provide reference for business administration and academia.
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