碩士 / 國立高雄應用科技大學 / 工業工程與管理系碩士班 / 104 / This study aimed to examine customer satisfaction regarding the services provided by the 9x9 Stationery Zhongshan Flagship Store in Kaohsiung. In addition to understanding customers’ level of satisfaction with its services, the findings can serve as reference for the Company for future improvement.
Based on the SERVQUAL Model developed by Parasuraman et al. (1988), four factors (tangibility; reliability; assurance; and responsiveness and empathy) were established in this study after integrating the data. The factors were analyzed using the statistical software SPSS22.0 to explore the relationship between the four factors and the overall satisfaction. The results showed that all factors have a positive correlation with the overall satisfaction. Moreover, the demographic variables have significant correlations with five factors (tangibility; reliability; assurance; responsiveness and empathy; and overall satisfaction). The hypotheses that age and education background variables are correlated with reliability, assurance, care and empathy, as well as overall satisfaction; and that visiting time is correlated with assurance, were supported; all other hypotheses were not supported. Finally, the recommendations based on the findings are provided for the Company’s reference.
| Identifer | oai:union.ndltd.org:TW/104KUAS0041011 |
| Date | January 2016 |
| Creators | TSAI,YA-TING, 蔡雅婷 |
| Contributors | HUANG,YING-FANG, 黃營芳 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 96 |
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