| Summary: | 碩士 === 臺北城市科技大學 === 電子商務研究所 === 103 === “Service Quality” and “Professional Capability” have both become the most important indices in enhancing operating performance in the 21 Century. Hence, how to effectively furnish premium service quality and improve professional capability in order to shape and cement value propositions and facilitate member retention and subsequently fulfill customer satisfaction and loyalty have become not only agendas of utmost importance but also the research motive of this study. Research objective of this study aims to explore influences exerted by “member service quality”, “web-based service quality”, and “faculty professional capability” on customer satisfaction and loyalty.
This research has targeted one nursing professional association as subject of investigation and adopted empirical research methodology via questionnaire survey. A total of 203 valid respondents have been collected by researcher with descriptive statistical analyses being conducted on tested samples to acquire basic structure of this study utilizing SPSS 22. SmartPLS 3.0 statistics was then run on research models to test and validate various hypotheses.
Analyses of this study have shown: (1) Positive significant influences exist both in “member service quality” and “web-based service quality” on customer satisfaction and loyalty. (2) Positive significant influences exist between faculty professional capability and satisfaction. (3) No significant influences exist between faculty professional capability and customer loyalty. However, via mediating effects of satisfaction, faculty professional capability can impact members’ loyalty. (4) Positive significant influences exist between satisfaction and loyalty. It is therefore the recommendations of this study that aggressively enhancing service quality and professional capability is indispensible in attaining member satisfaction, while connecting and solidifying relationship between members and association to create and sustain loyal members and in turn further strengthen competitive advantages of the association is also extremely vital for any organizations to realize vision of sustainable business operations.
|
|---|
