¡§Service¡¨ for sure is proved to be a niche in creating corporate competitive advantages. Not only traditional service industry, but the emerging Information Technology industry and doc.coms are confronted with the trial for service. In face of customers¡¦ more and more demand on service, corporates provide higher service quality to reach customer satisfaction; moreover, to keep the relationship with customers in order to establish lasting competitive advantages. This study which is based on ¡§gap model¡¨ tries to discuss the relationship between ¡§service quality¡¨ and ¡§customer satisfaction¡¨ of general portals in Taiwan, such as kimo.com, pchome.com, yam.com and so on. The findings of this study are as follows:
1. There is significant difference between user¡¦s expectation and perception of general portal service. Most important items are ¡§Protect personal information,¡¨ ¡§Search information correctly,¡¨ ¡§Response to customer¡¦s questions quickly,¡¨ and ¡§Answer to individual questions accordingly.¡¨ The general portal corporates can enhance service quality by improving the listed items.
2. This study sorts out 4 dimensions in evaluating general portal sites by factor analysis. In sequence of importance are ¡§ease of use,¡¨ ¡§empathy,¡¨ ¡§information quality,¡¨ and ¡§techniques of website¡¨. The general portals can thus take actions to reinforce service quality and customer satisfaction according to this priority.
3. The performance of service and customer satisfaction is not significantly affected by ¡§expectation of service,¡¨ however, user¡¦s perceived ¡§performance of service¡¨ and ¡§gap between expectation and performance¡¨ has significant impact on customer satisfaction. Furthermore, the performance of service has greater power to interpret the variation of customer satisfaction.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0602103-114932 |
| Date | 02 June 2003 |
| Creators | Lin, Ming-yuan |
| Contributors | Iuan-yuan Lu, Hsien-tang Tsai, Tsuang Kuo |
| 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-0602103-114932 |
| Rights | unrestricted, Copyright information available at source archive |
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