| Summary: | 碩士 === 東海大學 === 高階經營管理碩士在職專班 === 104 === Title of Thesis：The Relationships among Service Quality, Brand Image, Customer Satisfaction, Customer Loyalty and Business Performance in Telecommunication Industry—An Example from Company FETnet
Name of Institute： Tunghai University
Executive Master of Business Administration Program
Graduation Time：（12／2015）
Student Name：LIN,Hsiao-Ping Advisor Name：Hsu, Shu-Ming
Abstract：
This study aims at exploring the relationship between service quality, brand image, customer satisfaction, customer loyalty and business performance on Telecommunication Industry. The main purpose of this study was to: (1) Investigate current situation of Telecommunication Industry s’ service quality, brand image, customer satisfaction, customer loyalty and business performance. (2) Explore the different influence effect of different variables on the service quality, brand image, customer satisfaction, customer loyalty and business performance. (3) Analyze the relationships between in Telecommunication Industry s’ service quality, brand image, customer satisfaction, customer loyalty and business performance.
After collecting and summarizing related literatures, To achieve the above-stated goals, surveys were conducted using convenience sampling. A total of 1600questionnaires were valid. Descriptive statistics, T test, Anova, Pearson-moment correlation analysis were used to analyze the data.
The study results are as the following: (A) service quality effect brand image, customer satisfaction,customer loyalty and business performance.(B) different backgrounds consumer having differences in service quality, brand image, customer loyalty and business performance.
Finally, based on the study results, the researcher proposes some suggestions for the Telecommunication Industry, and the future researchers, hoping to benefit the development of education in the future.
Key words: Service Quality, Brand Image, Customer Satisfaction, Customer Loyalty, Business Performance.
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