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    Please use this identifier to cite or link to this item: http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/105361

    Title: 服務品質對於顧客滿意度與顧客忠誠度之影響 : 以中華電信為例
    Other Titles: The impact of service quality on customer satisfaction and customer loyalty : the case of Chunghwa Telecom
    Authors: 陳夙怡;Chen, Su-Yi
    Contributors: 淡江大學企業管理學系碩士在職專班
    Keywords: 服務品質;滿意度;忠誠度;Service Quality;satisfaction;Customer Loyalty
    Date: 2015
    Issue Date: 2016-01-22 14:54:10 (UTC+8)
    Abstract: 在競爭市場的壓力下,電信公司為了改善顧客滿意度和增加客戶忠誠度,服務品質是必要的。
    Service quality is a necessity for a telecommunication company to improve customer satisfaction and increase customer loyalty in the face of market pressures. Thus, the primary objective of this research was to investigate the associations among service quality, customer satisfaction and customer loyalty for Chunghwa Telecom. In addition, this study also explored the mediating role of customer satisfaction in the relationship between service quality and customer loyalty. The data were collected between March and April 2015. A total of 351 valid questionnaires were analyzed. The results of this study are as follows:
    1. Service quality has a significant positive influence on customer satisfaction.
    2. Customer satisfaction contribute significantly to customer loyalty.
    3. Service quality is associated with customer loyalty
    4. Customer satisfaction has a mediating effect in the relationship between service quality and customer loyalty.
    Appears in Collections:[企業管理學系暨研究所] 學位論文

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