| Summary: | 碩士 === 臺北城市科技大學 === 運動健康與休閒所 === 104 === 英文摘要
The purpose of this research is to explore the HYUNDAI automobile factory of customer service quality and satisfaction of the greater Taipei area, Difference and correlation. The designed questionnaires were delivered to HYUNDAI Automobile Factory of Customer, which are collected by simple sampling, in greater Taipei area, the returning280 shares of questionnaire. The collected data were analyzed through descriptive statistics, independent sample t test, one-way ANOVA, Pearson product moment correlation analysis and multiple regression analysis. The findings are as follows:
一、 Status of the greater Taipei area HYUNDAI automobile factory of customer service quality in order to "reliability" factor the highest score, followed by "assurance", "with rationality," "reactive", "tangible" factors of the lowest scores. Status of the greater Taipei area HYUNDAI automobile factory of customer satisfaction to "Expertise," the highest score, followed by "interaction," "service," "efficient service", "customer interest" minimum.
二、 Different background variables differences in the quality of care and services: Gender customers quality customer service, "reliability", "assurance", "same rational" factors of significant differences in levels are all higher in women than men; people of different ages in customer service quality "assurance" of factors, significant difference was level, is higher than the 31-40 years old 61 years of age; customer uses different vehicles in the service quality of the "reliability" factor difference was significant level of business vehicles higher than pure vacation car travel. Customer service in different areas of customer service quality "reactive", "assurance", "same rational" factors of significant differences in levels are all higher than the new Taipei City, Taipei City, Keelung City, Taipei above; other marriage, education, different income and other variables, no significant level.
三、 Different background variables of difference customer satisfaction: Gender in customer satisfaction "service efficiency", "expertise", "interactive relationship" factor, the difference reached significant levels, are all higher in women than men; people of different ages in customer satisfaction "customer interest" factors, the difference was significant level, is higher than the 31-40 years old 51-60 years old; different maintenance areas customer satisfaction in the "service", "service efficiency", "expertise", "customer interest", "interactive relationship" factors, significant difference was standards, customer satisfaction in the "service", "service efficiency", "expertise", "interactive relationship" facets, are all higher than the new Taipei, Taipei; in customer satisfaction "service", "service efficiency "," expertise "," customer interest "," interactive relationship "facets are all higher than the Keelung, Taipei; other marriage, education, different income, different vehicle use and other variables, no significant level.
四、 HYUNDAI Automobile Factory of Customer Service Quality and Customer Satisfaction is rendered significant positive correlation. The results can be provided to the HYUNDAI automobile factory or other automobile factory, as improving customer service quality and satisfaction reference
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