| URN | etd-0707126-154951 | Statistics | This thesis had been viewed 11 times. Download 11 times. |
| Author | TAM LE THI THANH | ||
| Author's Email Address | tamthanhtam00@gmail.com | ||
| Department | Institute of Industrial Management | ||
| Year | 2025 | Semester | 2 |
| Degree | Master | Type of Document | Master's Thesis |
| Language | zh-TW.Big5 Chinese | Page Count | 44 |
| Title | A Study on Service Quality and Customer Satisfaction of Hi-Life Convenience Store ¡V A Case Study of Hi-Life at Tungnan University | ||
| Keyword | |||
| Abstract | This study takes the Hi-Life convenience store located on the campus of Tungnan University as the research subject and examines how service quality influences customer satisfaction and customer loyalty. In recent years, the convenience store industry in Taiwan has experienced rapid growth, and market competition has become increasingly intense. Convenience stores not only provide products but also play an important role in meeting customers¡¦ daily needs. In this context, improving service quality, enhancing customer satisfaction, and cultivating customer loyalty have become crucial factors determining the success of convenience store operations. This study adopted an online questionnaire survey and used a convenience sampling method to collect data. A total of 500 valid questionnaires were obtained. The data were analyzed using SPSS version 26 statistical software, including reliability and validity analysis, descriptive statistics, Pearson¡¦s correlation analysis, analysis of variance (ANOVA), in order to examine the relationships between the variables. The results show that: 1.Service quality has a significant positive effect on customer satisfaction. 2.Customer satisfaction also has a positive and significant impact on customer loyalty. Regarding demographic variables, several significant differences emerged, as shown below: 1.Respondents with different marital statuses exhibited significant differences in service quality and customer satisfaction. 2.Significant differences were observed in service quality and customer satisfaction across different occupational categories. 3.Purchase frequency significantly impacted service quality and customer satisfaction. 4.Significant differences were observed in satisfaction and loyalty between customers of different genders. 5.Marital status significantly affected customer satisfaction and loyalty. 6.Significant differences were observed in customer satisfaction and loyalty across different occupational categories. 7.Average monthly income had a significant impact on both customer satisfaction and loyalty. 8.Customers with different purchase frequencies showed significant differences in customer satisfaction and loyalty. Keywords: Hi-Life, Service Quality, Customer Satisfaction, Customer Loyalty. |
||
| Advisor Committee | |||
| Files | indicate access worldwide | ||
| Date of Defense | 2026-06-27 | Date of Submission | 2026-07-07 |