| URN | etd-0213123-102831 | Statistics | This thesis had been viewed 203 times. Download 23 times. |
| Author | SHU-LING WANG | ||
| Author's Email Address | jasmin671035@gmail.com | ||
| Department | Institute of Industrial Management | ||
| Year | 2022 | Semester | 1 |
| Degree | Master | Type of Document | Master's Thesis |
| Language | zh-TW.Big5 Chinese | Page Count | 59 |
| Title | A Study on the Correlation between Customer Service Quality, Satisfaction and Loyalty¡ĞA Case Study of the North District Insurance Brokerage Company | ||
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| Abstract | This study examines the relationship between customer service quality, satisfaction, and loyalty in a North District insurance brokerage firm, hoping to identify relevant influencing factors among established consumer groups in order to strengthen customer service quality, improve policyholder satisfaction and loyalty, and increase repurchase rates. The study used both Google Forms online and paper-based questionnaires, and respondents were asked anonymously according to their own experiences and feelings. A total of 470 questionnaires were collected, and after deducting 56 invalid questionnaires, 414 valid questionnaires were collected, with a valid rate of 88%. The recovered data were analyzed by using SPSS Chinese statistical software for narrative statistical analysis, reliability analysis, factor analysis, independent sample t-checking, one-way analysis of variance, Pearson correlation analysis, regression analysis, and other statistical methods. The results of the study showed that. 1.Individual background variables have some significant differences on customer service quality, satisfaction, and loyalty of insurance brokerage companies. 2.There are some significant differences in the overall satisfaction and overall loyalty among the components of service quality. 3.Overall satisfaction has a positive effect on overall loyalty. The more an insurance brokerage firm establishes a good trust relationship with its clients and provides better customer service, the more it will increase its clients' willingness to repurchase and referrals. |
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| Files | indicate access worldwide | ||
| Date of Defense | 2023-01-13 | Date of Submission | 2023-02-13 |