The Impact of Taiwan 3C Brands Repairing Service Quality on Relationship Quality and Loyalty Intentions：Indian Market as an Example

• Main Authors: Lin, Chin-Fong, 林晋豊
• Other Authors: Chang, Hui-Chen
• Format: Others
• Language: zh-TW
• Published: 2017
• Online Access: http://ndltd.ncl.edu.tw/handle/5a8cmd

碩士 === 國立臺北大學 === 企業管理學系 === 105 === For decades, the product designing and manufacturing of 3C products in Taiwan, has been highly valued in the international market. How to maintain the brand loyalty has become a very important issue. In addition to the functional quality of product itself, the brand's repairing service quality is a key factor to maintain relationship with customers. The study is aimed to understand the service quality management in service center of Taiwanese brand when it develops the international markets, and how it enhances the quality of customer relationship and the influence to brand loyalty intentions. This study surveys the B2B customers who have 3C products repairing experiences in India by call center outbond call and collects 347 valid samples to verify and analyze the hypothesis. The result is：(1) Service quality have positive effects on relationship quality, (2) Relationship quality have positive effects on loyalty intentions, (3) Service quality have positive effects on loyalty intentions, thus relationship quality have mediating effects between service quality and loyalty intentions. The result is as the strategy basis of repairing service quality improvement in order to strengthen competitive advantage of Taiwanese 3C products brands entering into Indian market.