探討電信零售業者與顧客關係品質對顧客忠誠度的影響－以服務多元性為干擾變數

CCUR > College of Business > Department of Business Administration & Graduate Institute of International Business Administration > Thesis > Item 987654321/28190

Please use this identifier to cite or link to this item: https://irlib.pccu.edu.tw/handle/987654321/28190

Title:	探討電信零售業者與顧客關係品質對顧客忠誠度的影響－以服務多元性為干擾變數 The Effect of Relationship Quality to customer loyalty in Telecom Retail industry:From Multi-Service Perspective
Authors:	賴文凱
Contributors:	國際企業管理學系碩士在職專班
Keywords:	關係品質服務多元性顧客忠誠度 Relationship Quality Multi-Service Perspective Customer Loyalty
Date:	2014
Issue Date:	2014-09-25 15:46:21 (UTC+8)
Abstract:	本研究透過探討電信零售業者和消費者之間的關係品質對於顧客忠誠度的影響，並加入服務多元性的影響，討論如何增加消費者消費意願。本研究以近兩年內消費過通信商品之消費者為研究對象，探討關係品質中的承諾、誠信、滿意度對於顧客行為忠誠及態度忠誠的影響。研究結果顯示，在有效分析631問卷後，明確驗證消費者對於關係品質，與顧客忠誠度之間，具有顯著影響效果，並在加入多元性討論的情況下有不同的結論。 This study investigate the relationship between the quality of telecommunications between retailers and consumers for the impact of customer loyalty and add diversity affect service to discuss how to increase consumers' willingness to spend. In this study, over the last two years the consumption of consumer goods for the study of communication, explore the relationship between the quality of commitment, integrity, satisfaction for the customer loyalty behavior and attitude loyalty. The results show that in the analysis of 631 valid questionnaires, the clear relationship quality verification consumers, between loyalty and has a significant impact on results, and in the case of adding diversity to discuss different conclusions.
Appears in Collections:	[Department of Business Administration & Graduate Institute of International Business Administration ] Thesis

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