| Summary: | 碩士 === 國立高雄應用科技大學 === 資訊管理系碩士在職專班 === 103 === With demand for fixed-line telecommunications services liberalization and market opening, the consuming public increasingly progress update in the technology industry for carriers to provide services under a more diverse. Various carriers in addition to open up their markets to add new customers, but also to avoid existing customers quit, in addition to marketing the price war, but for the sake of their own competitiveness, and strive to strengthen their corporate image and improve service quality and costs in order to be converted to achieve the purpose of retaining customer loyalty.
This study is based Chunghwa Telecom Kaohsiung broadband Internet services to customers for the study, to explore Chunghwa Telecom to corporate image, service quality and switching costs on customer loyalty correlation between the four main aim has four points:
1.To investigate the association of corporate image and customer loyalty.
2.Discussion on service quality and customer loyalty of association.
3.Discussion on conversion costs and customer loyalty of association.
According to the present findings with recommendations on how to strengthen the corporate image, improve service quality, by switching costs to achieve practical recommendations to enhance customer loyalty it.
Customers of the study subjects were Chunghwa Telecom Kaohsiung broadband Internet services in corporate image, service quality and switching costs to variable architecture to explore the correlation between customer loyalty. In research methods, mainly through partial least squares method, one-way analysis of variance, to be validated against this hypothesis.
The results show that most of the positive impact of customer loyalty corporate image, service quality part positive impact customer loyalty and switching costs positively affect customer loyalty. Based on these results, the study found, enhance corporate image, service quality and switching costs help increase customer loyalty.
Keywords: Corporate Image, Service Quality, Switching Costs, Customer Loyalty
|
|---|
