Title page for etd-0530115-112746


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URN etd-0530115-112746
Author Chun-lung Wang
Author's Email Address No Public.
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Department EMBA
Year 2014
Semester 2
Degree Master
Type of Document
Language zh-TW.Big5 Chinese
Title A Study on Service Quality, Consumer Satisfaction, and Consumer Loyalty of Car-Washing Services in Gasoline Stations-The Moderating Effect of Consumer Characteristics
Date of Defense 2015-05-11
Page Count 77
Keyword
  • loyalty
  • gasoline stations
  • characteristics on consuming
  • service quality
  • satisfaction
  • Abstract From the year of 2011 to 2015 March, according to the reports, there were 139 gas stations out of business, which represents the oil market has been saturated, the market demand is much lower than the supply, so to survive on this market, we must create a competitive advantage, such as promotion of self-fueling spending and savings in manpower in order to create a rewarding feedback to the consumers; additionally to provide service quickly to meet consumers’ demands (stations of fine car wash). It also increased the station's revenue. We believed that a good quality car washing service to meet the needs and opportunities to create the industry's customers will be operating on one of the most favorable conditions for future competition. This study will explore the various car wash service quality as to consumer acceptance, as well as different consumers characteristics whether service quality and customers satisfaction will produce a mediating role, and to understand the relationships between customers’ satisfaction and customers’ loyalty as a whole will depend on us analysis of the various facets to explore. First, investigation the relationship between the quality of service gas station car washing were three dimensions (reliability, courtesy, professionalism) and overall customer satisfaction. Second, learn how to mediate the effect of washing consumer traits to affect the relationship between the car washing service quality and customer satisfaction. Third, investigation the gasoline station car washing service, the quality satisfaction, as the three facets (value-added wash attendant, car washing equipment and the environment, Case Corporation) relationship with overall customer loyalty. According to this study, the quality of service will affect customers’ satisfaction; quality of customers’ satisfaction will further influence customers’ loyalty, so in order to make greater use of the gasoline station, by providing car washing to reach the high consumers’ satisfaction, we must improve the car washing service. That is required to provide a reliable service attitude to meet customer needs, and to stand in the customer's position to design all service process. Finally, according to results of the study, we will make suggestion to gasoline station on the car washing service.
    Advisory Committee
  • Tsai, Hsien-tang - chair
  • Chao-Cheng Chung - co-chair
  • Fong, Cher-Min - advisor
  • Tseng, Cher-Hung - advisor
  • Files
  • etd-0530115-112746.pdf
  • Indicate in-campus at 5 year and off-campus access at 5 year.
    Date of Submission 2015-06-30

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