碩士 / 國立臺灣海洋大學 / 航運管理學系 / 102 / In the service sector, there are some mistakes that do not meet the expectations with customers happened. Liner shipping is a transportation service, process of cargoes transportation prone to certain service failures. This study investigated the liner shipping industry, the kind of service failure, service recovery impact on customer satisfaction and loyalty. Service recovery, service quality and customer satisfaction are relationship between those construct.
In this study, Structural Equation Modeling (SEM) was applied to establish the relationship among the constructs and AMOS software was used to examine the hypotheses. Assuming service quality is a mediator variable between service recovery and customer satisfaction, the service recovery is a moderator variable between service quality and customer satisfaction. The results show that service quality is indeed a mediator variable between service recovery and customer satisfaction. Service recovery is indeed a variable between service quality and customer satisfaction, but the inference is relatively small. Finally, the process and results of this study are organized and presented in this thesis as reference for the practitioners and future research.
Keyword: Liner shipping、Service Quality、Service Recovery、Satisfaction、Loyalty
| Identifer | oai:union.ndltd.org:TW/102NTOU5301052 |
| Date | January 2014 |
| Creators | Lin, Ru-Yan, 林如燕 |
| Contributors | Chao, Shih-Liang, 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 | 75 |
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