A Study of Satisfaction of College Maintenance Service and Follow - up behavior Intention

• Main Authors: Cheng Sheng Huang, 黃正昇
• Other Authors: C. I. Teng
• Format: Others
• Language: zh-TW
• Published: 2017
• Online Access: http://ndltd.ncl.edu.tw/handle/n98w32

碩士 === 長庚大學 === 商管專業學院碩士學位學程在職專班經營管理組 === 105 === This study aims to research the relationship between customer satisfaction and the antecedent variables of service quality and follow-up behavior intention in college campus maintenance service. According to data analysis in this study, service quality indeed has impact on customer satisfaction directly, but customer satisfaction has no obviously effect on follow-up behavior intention. The factors which effect satisfaction of the customers in a private university in Taoyuan City showed that the reliability and assurance has a marked positive correlation with service satisfaction, and the service care has a significant positive correlation with the follow-up action intention of customers. Customers with positive satisfaction will lead to a positive behavior intention. The higher satisfaction of overall maintenance of the customers in a department is positively related to the willingness to spread the positive word-of-mouth for the repair and maintenance department they are.