Abstract
To be outstanding in the gas-station industry in today¡¦s intensive and competitive environments, the company needs to be devoted in managing customer relationship. As consumers are aware of and fighting for their rights in recent years, the competition in gas station is getting sever. The purpose of this study is to survey with stratified random sampling to understand the consumer behaviors among Chinese Petroleum Corporation (CPC) franchised gas stations, CPC owned gas stations and Formosa gas stations.
Increasing customer satisfaction can build up customer loyalty, and enhance future interaction. So knowing the consumer behavior among the different types of gas stations can help understand how consumers choose a gas stations and how they rate the service quality.
The investigation outcome of this study was derived form Factor Analysis, T-test, Cluster, ANOVA, Scheffe¡¦s statistical methods, and had carried out structural analysis in the service quality model to find out the key factors of customer satisfaction. The findings should help to improve management efficiency and competitiveness in the industry.
Keyword¡Ggas stations, customer satisfaction, customer loyalty
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0802106-155914 |
| Date | 02 August 2006 |
| Creators | Yang, Kun-Yung |
| Contributors | Cher-Min Fong, Jen-Jsung Huang, Hsien-tang Tsai |
| 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-0802106-155914 |
| Rights | unrestricted, Copyright information available at source archive |
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