| URN | etd-0729120-122435 | Statistics | This thesis had been viewed 174 times. Download 42 times. |
| Author | Chu-wei Wu | ||
| Author's Email Address | No Public. | ||
| Department | Institute of Industrial Management | ||
| Year | 2019 | Semester | 2 |
| Degree | Master | Type of Document | Master's Thesis |
| Language | zh-TW.Big5 Chinese | Page Count | 68 |
| Title | Research on Customer Satisfaction and the Importance of Service Quality-Using Automobile Maintenance Industry as an Example | ||
| Keyword | |||
| Abstract | The automobile mechanic industry has entered a new era, and the single car warranty alliances should also respond accordingly. In addition to upgrading mechanical skills, it is far more important to understand consumer psychology. In this case, grasping and understanding the existing customers is the cheapest and the most effective method to do so. The purpose of this study is to research the impact of customer satisfaction and service quality on single car warranty alliances. By using statistic methods such as descriptive statistics, independent-sample t test, and One-way ANOVA, we can understand the customer group differences. Combining the results of service quality with the usage of I-S Model, we can improve the service of single car warranty alliance. The results are as expected, and proves that there are different expectations in service quality requirements between specific consumer groups, and where the customers wish for the manufactuers to improve. |
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| Files | indicate access worldwide | ||
| Date of Defense | 2020-06-27 | Date of Submission | 2020-07-29 |