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    Please use this identifier to cite or link to this item: http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/31955

    Title: 服務品質、關係品質、交易成本對於顧客滿意度與顧客忠誠度的影響-以中國移動通信為例
    Other Titles: The impact of service quality, relationship quality, trading cost on customer satisfaction and customer loyalty-an empirical study on China mobile corporation
    Authors: 簡國華;Chien, Kuo-hua
    Contributors: 淡江大學國際貿易學系國際企業學碩士班
    劉燦樑;Liu, Tsann-liang
    Date: 2005
    Issue Date: 2010-01-11 01:28:11 (UTC+8)
    Abstract: 隨著資訊時代的來臨,電信產業勢必成為一個明星產業,行動電話、網際網路、寬頻3G等等,以成為現代不可或缺的商品之一。由於電信市場競爭越來越激烈,各大電信公司無不針對服務品質、顧客滿意度,顧客忠誠度等構面,以及不同顧客需求,提供多樣化需求以滿足顧客,進而提高服務品質、顧客滿意度。
    Because of the arrival of information era, telecom industry will be a star industry. Cellphone, internet, broadband and 3G has become one of an indispensable product of modern times. A seriously competitive market has been formed, telecom company has to focus on the aspect of service quality, customer satisfaction and customer loyalty to win the market. Moreover, the company will provide diversification demands and different needs to satisfy the customers. The promotion of service quality and customer satisfaction were identified two critical factors to win the market for companies.
    In the study, by collecting the five dimensions of service quality, customer satisfaction, customer loyalty, relationship quality and trading cost that we can analyze the service aspect of telecom industry by researching the general customers. The China Mobile Corporation in mainland China was adapted as our target company. By using path analysis and regression analysis, all of the hypotheses were sustained except trading cost. The result reveals that significant positive effects exist in each aspect. Besides, we get the former references to support our study.
    In the conclusion, the result found that the trading cost obviously affects relationship quality. China Mobile Corporation will improve relationship quality if the corporation put more efforts on the trading cost.
    Appears in Collections:[國際企業學系暨研究所] 學位論文

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