碩士 / 國立臺灣海洋大學 / 航運管理學系 / 100 / With the transformation of the industry, the migration of manufacturing and deterioration of international economic environment, long-term slump in the market and intense competition, the maritime freight Forwarding industry in Taiwan faced serious wastage and lack of sources of new customers. In this operating environment, operators can improve company’s profitability and achieve cost savings if they can reduced the customer wastage.
The major purpose of this research is to find out the factors of customer retention for ocean freight forwarding industry. Through literature review and questionnaire survey of manufacturers in Taiwan, this study extracts some dimensions of customer retention by using exploratory factor analysis. It further conducts structural equation modeling (SEM) analysis to check the domain reliability, validity and path analysis with latent variables for examining the fitness. The main results show that price awareness has no negative influence on customer retention; however, factors of service quality, customer satisfaction and switching barriers are having significant positive effect on customer retention.
| Identifer | oai:union.ndltd.org:TW/100NTOU5301062 |
| Date | January 2012 |
| Creators | LI- MIN CHUANG, 莊立民 |
| Contributors | RONG-HER CHIU, 邱榮和 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 98 |
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