| Summary: | 碩士 === 嶺東科技大學 === 企業管理系碩士班 === 107 === In recent years, with the continuous innovation and development of network technology and mobile communication technology, consumers' payment models have evolved from cash, credit cards and e-wallets to new trends in using mobile phones as payment instruments. This study considers that Line Pay is a new payment method. The customer satisfaction and customer loyalty generated by customers in the process of use may affect the customer's intention to continue to use Line Pay. In view of this, this study is based on customer relationship management to explore the impact of customer satisfaction and customer loyalty on Line Pay's intentions. The study conducted a questionnaire survey and collected 400 valid questionnaires. The main discussion was about the influence of consumer relationship management on customer satisfaction and loyalty with Line Pay, and the reliability and validity analysis and regression of sample data. Analysis, independent sample T-test, single-factor variance analysis and hypothesis verification.
In this study, SPSS 17.0 statistical software analysis results were used to explore the influence relationship between the research facets, and then the results of the data analysis were established. Based on the derivation of the literature, the research hypothesis is established. The results show that: (1) Line Pay customer recognition has a significant impact on customer satisfaction. (2) Line Pay customer differentiation has a significant impact on customer satisfaction. (3) Line Pay customer interaction has a significant impact on customer satisfaction. (4) Line Pay customization has a significant impact on customer satisfaction. (5) Customer satisfaction has a significant impact on customer loyalty. (6) Demographic variables have a significant impact on customer relationship management, customer satisfaction, and customer loyalty.
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