Abstract
This research is selects the questionnaire survey method to carry on the Taiwan area Benz automobile customer to service the quality and the degree of satisfaction research, take purchases consumer of the Benz automobile as the object of study, and Chinese edition carries on analysis the material by SPSS the Windows12.0.This research questionnaire altogether sends out 250, deducts invalid questionnaire 9, the effective questionnaire is 241, the returns-ratio is 96.4%, the analysis content statement is as follows.
¤@¡Bservice quality and degree of satisfaction independent sample examination
¡]¤@¡^In the service quality degree of satisfaction, in the sex distribution, the male and the female to the service quality and the degree of satisfaction asked on the item, i.e. the sex is different, in service quality and degree of satisfaction not remarkable difference
¡]¤G¡^In the service quality and the degree of satisfaction, in the age distribution, 45-55 year old of age level to the service quality and the degree of satisfaction compared to other age building store height, has the remarkable difference in the service quality and the degree of satisfaction
¡]¤T¡^The different housing area customer to in the service quality and the degree of satisfaction, in the different housing area distribution, ¡§north the area¡¨ the customer to the service quality and the degree of satisfaction compared to other region building store height, has the remarkable difference in the service quality and the degree of satisfaction
¡]¥|¡^In the service quality degree of satisfaction, in the education level year distribution, the university degree is higher than to the service quality and the degree of satisfaction other education level, has the remarkable difference in the service quality and the degree of satisfaction
¡]¤¡^The family each month of income customer to in the service quality and the degree of satisfaction, above the family each month of income distribution 60000 Yuan, the customer to the service quality and the degree of satisfaction compared to other each month of income building store height, has the remarkable difference in the service quality and the degree of satisfaction
¤G¡BService quality and degree of satisfaction analysis result
¡]¤@¡^Before the service quality degree aspect, the customer sorts three topics in the whole service quality is ¡§the Benz car company's service personals is putting on the neat graceful clothing¡¨ M=4.817 is highest, next for ¡§the Benz car company service personnel could the fast processing customer's complaint behavior¡¨ M=4.805, ¡§the Benz car company service personnel not be able in order because of too busy to neglect customer's demand¡¨ M=4.775 and so on.
¡]¤G¡^Before satisfaction aspect, the customer sorts three topics in the overall degree of satisfaction is ¡§the Benz car company has the sophisticated equipment (to include: The instrumentation equipment and so on)¡¨ M=4.508 is highest, next is in order ¡§the Benz car company can provide the customer the best post-sale service.¡¨ M=4.475, ¡§the Benz car company's service personals maintain kindly, the zealous service attitude¡¨ M=4.468 and so on.
This findings result; The customer regarding in the Benz servicing of car personnel's specialized knowledge degree of satisfaction unsatisfied, next Benz car company service personnel cannot assist the customer to solve the problem on own initiative, demonstrated the Benz car company still had the improvement space in these aspects.
Key word: Specialized, Continues forever to manage, The Manner is zealous
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0712110-173151 |
| Date | 12 July 2010 |
| Creators | Chang, Kuang-ming |
| Contributors | Jen-Jsung Huang, Yu-Ping Wang, Bih-Shiaw Jaw, James C. T. Lee |
| 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-0712110-173151 |
| Rights | not_available, Copyright information available at source archive |
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