As virtual channels on the internet grow full-blown, two major chain department store corporations in Taiwan entered internet markets one after another in 2007. Since the department store is a typical service industry highly based on interactions, the salesclerk has been a major mediator for serving customers and therefore face-to-face interaction between consumers and salesclerks is especially important. With the coming of brand-new self-service system combined with technology, consumers are able to take advantage of the technology to serve themselves. The relationship between corporations and consumers is hence transformed with a delivery system of ¡§low contact but high technology.¡¨
Researchers of previous studies mainly focus on interpersonal-based service encounter for investigation of relationship marketing and customer loyalty and researches about technology-based self-service and interaction with consumers are rarely seen. This research takes department store customers as subjects of investigation and adopts their viewpoints from questionnaire, aiming to probe into the influence of the department store¡¦s introduction of self-service technology on the effect of relationship marketing for better understanding of the relationship between the effect and customers loyalty.
The study will take questionnaire survey of internet, and put the questionnaire on the Telecommunication Laboratories (TL) website to gather data via the customer¡¦s e-mail in cooperation with the Web-based Newspaper for the credit card users of the department store of the department store. The questionnaire will put for one month from February 1 to February 28, 2008 to gather enough data for analysis. A total of 1412 copies of questionnaire are issued, retrieving 396 copies, with 1016 copies of effective questionnaire. Structural Equation Modeling is used in this research. The followings are four points of conclusion: (1) the quality of web-based self service has significantly positive influence on result indicators of relational benefits by means of customer relational benefits; (2) the quality of web-based self service, except for delivery service speed, has significantly positive influence on customer relational benefits; (3) customer relational benefits have significantly positive influence on result indicators of relational benefits; (4) customer relational benefits bring significant effect as a mediator between web-based self service and result indicators of relational benefits. Therefore, we suggest that the department store managers shall create more elements of relationship benefit so that the customers all feel highly of the relationship benefit in the hope to enhance the customer's satisfaction and loyalty on the enterprise.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0723108-011753 |
| Date | 23 July 2008 |
| Creators | Hsu, Yi-Wen |
| Contributors | Ying-Shih Chen, Ling-Hui Chen, Kuang-Wu Koai |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0723108-011753 |
| Rights | off_campus_withheld, Copyright information available at source archive |
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