| URN | etd-0127121-231601 | Statistics | This thesis had been viewed 157 times. Download 9 times. |
| Author | Shu-hui Chang | ||
| Author's Email Address | No Public. | ||
| Department | Institute of Industrial Management | ||
| Year | 2020 | Semester | 1 |
| Degree | Master | Type of Document | Master's Thesis |
| Language | zh-TW.Big5 Chinese | Page Count | 91 |
| Title | A Study of Relation between Service Quality and Customer Loyalty-Example of Nan Shan Life Insurance Company, Ltd. | ||
| Keyword | |||
| Abstract | The purpose of this study was to explore how insureds perceive the importance level of service quality provided by life insurance companies and the actual satisfaction level toward the service performance, in order to analyze the correlation among customer expectation, customer satisfaction and customer loyalty. Meanwhile the study utilized Importance-Performance Analysis (IPA) to identify the service quality gap. This study took insureds of Nan Shan Life Insurance Company as the study object. A survey technique was applied to collect data. From June 6th to July 26th, 2020, a total of 520 questionnaires were distributed and 502 valid responses were retrieved. SPSS was applied to process and analyze the collected data, with methods including Item Analysis, Reliability Analysis, Descriptive Statistics Analysis, t-test, One-way ANOVA, Correlation Analysis, and Regression Analysis. In addition, IPA was applied to analyze each question to examine the relation between customers¡¦ perceived importance level and customers¡¦ actual satisfaction level of each service quality dimension, as well as the relation between customers¡¦ satisfaction level on each service quality dimension and the overall customer satisfaction and customer loyalty. Major findings are presented as follows¡G 1. Insureds of different ¡§ages¡¨, ¡§education backgrounds¡¨ , had significant differences in their perceived importance level on each service quality dimension. 2. Insureds of different ¡§ages¡¨, ¡§education backgrounds¡¨ , ¡§profession¡¨ , ¡§monthly income¡¨ had significant differences in their perceived actual satisfaction level on each service quality dimension. 3. There was a significant difference between customers¡¦ perceived importance level and actual satisfaction level on service quality. 4. There was a significant positive correlation between customer satisfaction and customer loyalty. Keywords¡GQuality of Service, Customer Satisfaction, Customer Loyalty, IPA model |
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| Files | indicate access worldwide | ||
| Date of Defense | 2020-12-28 | Date of Submission | 2021-01-27 |