The Case Study of Service Quality and Customer Satisfaction in Print and Packaging Industry: Case of E Print and Packaging Company

• Main Authors: CHANG, WEI-CHUNG, 張維中
• Other Authors: LIN, HSIN-MEI
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/6qadub

碩士 === 國立暨南國際大學 === 管理學院經營管理碩士學位學程碩士在職專班 === 106 === The purpose of this study was to investigate the current status of service quality and customer satisfaction in E print and packaging company. The method of questionnaire survey was employed in this study. A total of 130 copies of questionnaires were administered and 102 copies of valid questionnaires were obtained, corresponding to a valid response rate of 78.46%. The Data was analyzed by descriptive statistics, independent samples t-test, and regression analysis. The major findings were as follows: The score of service quality and customer satisfaction were good. There were significant differences in the perceived of service quality among consumers with different ‵gender′, ‵educational levels′, ‵years of service′ and ‵position′. There were significant differences in the perceived of customer satisfaction among consumers with different ‵educational levels′, ‵years of service′ and ‵position′. The service quality has significant positive effect on customer satisfaction.