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URN etd-0812109-100840
Author Feng-yao Cheng
Author's Email Address No Public.
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Department Business Management
Year 2008
Semester 2
Degree Master
Type of Document
Language zh-TW.Big5 Chinese
Title The Study of the Relationship among Service Quality, Customer Satisfaction and Customer Loyalty – the Case of Airfreight Forwarding Industry in Taiwan.
Date of Defense 2009-06-14
Page Count 99
  • Air Cargo Forwarder
  • Customer Satisfaction
  • Service Quality
  • Customer Loyalty
  • Abstract Since Taiwan joined the WTO in 2002, the market has been gradually deregulated because of the impact of globalization. Take the airfreights forwarding industry as an example, due to the low entry threshold in Taiwan, the foreign investors has been adjusting their business operating strategy by taking Taiwan as a pre-enter step before investing China’s market. The foreign investors are capturing the Asia Pacific Region’s market distinctly with their strong funds and globalized information platform, which severely threatens the local enterprise. Therefore, to adjust operating strategy, to position the market and to promote competitive ability become the crucial tasks for local airfrights forwarding industry.
      The key element for obtaining customer’s satisfaction and loyalty is to improve our service quality. This research takes airfreight forwarding industry as an object to explore how service quality influences customer satisfaction and enhances customer loyalty, which will further make business more profitable and even more valuable. Collecting and analyzing the related documents construct the primary structure of this research. The hypotheses and questionnaires are analyzed through SPSS statistical methods- reliability analysis, canonical correlation analysis and stepwise multiple regression analysis.

    The research has demonstrated:
    1.The service quality has positive influence on the 
      customer satisfaction
    2.The customer satisfaction has positive influence on the
      customer loyalty
    3.The service quality has positive influence on the
      customer loyalty
    Advisory Committee
  • Jen-Jsung Huang - chair
  • Cher-Hung Tseng - co-chair
  • Cher-Min Fong - advisor
  • Files
  • etd-0812109-100840.pdf
  • indicate in-campus access in a year and off_campus not accessible
    Date of Submission 2009-08-12

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