碩士 / 國立臺灣海洋大學 / 航運管理學系 / 99 / Maintaining or increasing customer’s satisfaction and loyalty are important issues for most industries. For liner shipping companies, these two issues are more critical as most shippers are frequent users and the unused space on the ships cannot be reserved for successive voyages. The purpose of this study is to identify the determinants influence the customer’s satisfaction and loyalty toward liners.
A novelty research model comprising five constructs is established. Structural Equation Modeling (SEM) is applied to examine the constructs and validate hypotheses. The results of the empirical study indicate that the corporate reputation of liners significantly affecting service quality, trust, and customers’ satisfaction. In addition, service quality of liners will significantly affect trust, and customers’ satisfaction. Meantime, customers’ satisfaction will significantly affect customers’ loyalty. The process and results of this study are organized and presented in this thesis as reference for the practitioners and future research.
| Identifer | oai:union.ndltd.org:TW/099NTOU5301011 |
| Date | January 2011 |
| Creators | Cheng-Wang Tang, 湯正旺 |
| Contributors | Shih-Liang Chao, 趙時樑 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 59 |
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