碩士 / 國立高雄第一科技大學 / 運籌管理研究所 / 99 / The purpose of this thesis is to investigate the impact of service quality on the relationship of customer satisfaction and customer loyalty when the marine transportation industry in Shanghai develops business. Through our shipping forwarders survey results, we could also understand where we should focus and enhance service quality in operations, then apply those results to study the services that the marine transportation industry should explore and improve, and expect that we could ensure customer loyalty by customer satisfaction.
By the empirical results, service reliability, service response and service assurance have significant impact on customer satisfaction in the marine transportation industry, but the impact on customer loyalty attitude was not significant. Service assurance and attitude of service care have a significant impact on customer loyalty, but no direct impact on customer satisfaction. Customer satisfaction, service quality and customer loyalty attitude play a brokerage role between these different factors. Customer satisfaction does not directly lead to customer loyalty behavior, but customer satisfaction could form customer loyalty behavior through the customer loyalty attitude.
Based on the results of empirical research, to improve customer satisfaction and loyalty and enhance the competitiveness of marine businesses, marine transportation enterprises must focus on service reliability, service response and service assurance to improve customer satisfaction levels. They also should focus on service assurance and service of care to improve customer loyalty levels. Meanwhile, forming a valid path mechanisms and systems to promote the transformation from customer loyalty attitude to customer loyalty behavior, and ultimately enhance customer loyalty in marine transportation industry.
| Identifer | oai:union.ndltd.org:TW/099NKIT5682045 |
| Date | January 2011 |
| Creators | Jung-Chin Huang, 黃榮欽 |
| Contributors | Yen-Ming Chen, 陳彥銘 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 75 |
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