A Study on Improving Customer Satisfaction on Professional Service Rendered by Land Administration Agents through The Experience Cycle

• Main Authors: Chia-Lin Chen, 陳佳齡
• Other Authors: Yi-Ying Chang
• Format: Others
• Language: zh-TW
• Published: 2017
• Online Access: http://ndltd.ncl.edu.tw/handle/9h6dwn

碩士 === 國立臺灣科技大學 === 企業管理系 === 105 === The home ownership rate in Taiwan is as high as 60% to 70%, but if the definition of ownership is expanded to incorporate ownership by any family member, then that figure is even higher. The services of land administration agents are required, throughout people’s lives, due to the obtainment of real estates (gifts, purchases, inheritance) or in the transfer of real estate (sales, gifts). There are differences in the level of expertise between the public and the land administration agents, so in order to minimize ethical issues people generally select land administration agents based on referrals or word of mouth. Therefore, as far as land administration agents are concerned, they should focus on improving consumer’s perceived quality and perceived values, as increasing consumer satisfaction is the key to service satisfaction. The study utilizes the Experience Cycle (Dubberly and Evenson, 2008) as the framework for establishing an experience cycle specific to land administration agent service. The original 5 stages are redefined as 3 stages, including: interact, extend & retain, and advocate. The study ascertains, from 5 possible influential factors of interaction, that “the level of trust towards land administration agents” has significant influence on satisfaction corresponding to the concept of credit quality. Relevant recommendations pertinent to land administration agent services are also proposed.