碩士 / 國立交通大學 / 管理學院碩士在職專班管理科學組 / 97 / In recent years, with the sluggishness of economic growth and moving out of many industries, Customs brokers’ market has suffered great impact. Not to mention that the financial storm in 2008 has caused the economic recession and the decline in both import and export, which have also damaged Customs Brokers seriously. Besides, because of the change of regulations, local Customs brokers have to compete with those competitors from the outside of Science Park. Therefore, for their permanent development, local Customs brokers must figure out how to maintain their advantages of being forerunners and how to build up closer relationship with their customers. In a word, in order to face more drastic competitions and customers’ harsh requests, Customs brokers must demand themselves to raise up service quality. That is to not only meet their customers’ satisfaction but also gain those customers’ long-term loyalty.
This research focuses on some companies in Hsinchu Science Park as the research object to study the relationships among service quality, customer satisfaction and customer loyalty in customs broker industry. According to different industrial backgrounds, those companies are classified into various groups. PZB model is used to probe the relationship among customer satisfaction, customer loyalty, and Custom Broker S’s service quality. Besides, this research also looks into the differences caused by different industrial backgrounds and real service conditions.
The results show that three virables in demographic characteristics have great influence on service quality perception—job titles, industry categories, and the number of employees. Higher job titles come up with higher perception of service quality, while education levels and working experience have no remarkable relationship with the perception. From the analysis of the influence on real service conditions and service quality perception, mutual trading history is positively related to service quality. The length of mutual trading history strongly affects the service quality perception. On the contrary, neither the amounts of trades nor the frequency of trades affects the service quality perception. This means that the service quality perception is not related to the trading amounts and numbers.
| Identifer | oai:union.ndltd.org:TW/097NCTU5457096 |
| Date | January 2009 |
| Creators | Chen, Hsiang-Chun, 陳香君 |
| Contributors | Chen, Quang-Hua, Tsai, Bi-Huei, 陳光華, 蔡璧徽 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 87 |
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