¡@¡@According to statistics relesed by Ministry of Economic Affairs (MOEA), non-store retailing market in Taiwan, including TV shopping, online shopping, catalog sales (mail order) and door-to-door selling, grew from NT$112.3 billion in 2005 to NT$152.2 billion in 2009, and the production value has grown more than 30%. The ratio of it to the total retail sales had risen from 3.6% to 4.6%. The performance is incredible.
¡@¡@Among non-store retailing, TV shopping is the fastest growing new method over the past few years. In Taiwan's TV shopping industry, the market size turned from a TV shopping company with NT$0.5 billion of production value in 2000 to three TV shopping companies with NT$51 billion in 2009. In early 2010, the entering of new shopping company, U-Life, caused a new competition among the TV shopping companies. In the meanwhile, sales of TV shopping industry in Mainland China had reached CNY$ 20 billion by 2008. In the next decade, the the growth of total retailing sales, market size of TV shopping in China will account for around 3% of the total, up to 500 CNY$ billion.
¡@¡@TV shopping presents the goods to the audience through the high penetration of television media, just like opening a department store directly in TV, in order to let the audience become the consumers. Comparing to store-based retailing which has been developed, the sales mathod of TV shopping industry created an innovative access to the general consumers. Therefore, this thesis explores among the service processes what infuences the consumer satisfaction while the consumers are undergoing TV shopping based on TV shopping industry in Taiwan and Mainland China, and analyzes the differences of consumer satisfaction toward TV shopping between Taiwan and Mainland China.
¡@¡@According to the reasons above, this research will first discuss the TV shopping industry development and take the consumers who have purchased any goods by TV shopping as the research targets and conduct telephone interviewing with the questionnaire and analyze the result.
¡@¡@The research shows that with the improvement of the service quality, not full-scale, but to reach the customer requirement, the sales performance will be improved with limited resources. Whether in Taiwan and Mainland China, service quality, product quality and delivery quality are the important factors affecting customer satisfaction. In Taiwan, consumer's repeat purchase intention is more influenced by the back-end process services¡Fin Mainland China, consumer's repeat purchase intention is more influenced by the front-end process of service.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0623110-104757 |
| Date | 23 June 2010 |
| Creators | Hsu, Yung-Liang |
| Contributors | Tsuang Kuo, Hsien-Tang Tsai, Iuan-Yuan Lu |
| 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-0623110-104757 |
| Rights | not_available, Copyright information available at source archive |
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