碩士 / 國立高雄應用科技大學 / 資訊管理系碩士在職專班 / 104 / In the globalization environment, whether for private enterprises or public sectors, it’s an important task to improve the service quality because the customers’ feelings towards the products or service spread subjectively and rapidly to other customers and thus influence their purchasing decision. The main ways are to satisfy the customers’ needs besides launching creative new products and services.This empirical study takes the customers of chain aquarium as research objects to discuss the relationship between service quality and customer satisfaction. 255 questionnaires were distributed to the customers of aquarium T and 219 ones were returned with the effective rate of 89.4%. The study analyzes the data by using SPSS statistical tools like descriptive statistics, reliability analysis, difference analysis, correlation analysis and regression analysis and so on. The major findings of this study include:
1. The consumer characteristics have difference in service quality and customer satisfaction.
2. Service quality has positive impact on customer satisfaction. Furthermore, among the five determinants of service quality, except reliability, the others such like tangibility, responsiveness, assurance and empathy all have positive impact on customer satisfaction.
Key Words: Customer Satisfaction, Service Quality, Aquarium Industry
| Identifer | oai:union.ndltd.org:TW/104KUAS1396025 |
| Date | January 2016 |
| Creators | Jian-Long Jheng, 鄭建龍 |
| Contributors | Po-Chang Ko, 柯博昌 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 62 |
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