本研究目的在探討專業能力、關係品質與顧客忠誠度之關聯性研究-以海運承攬業為例。本研究透過google表單發放360份問卷，回收320份，扣除31份無效問卷，有效回收率是80%，問卷受訪者是與A海運承攬業者配合過的貨主且貿易條件為CIF(COST，INSURANCE，AND FREIGHT)。研究方法是透過問卷調查方式，統計方法上，是使用描述性統計分析、因素分析、信度分析、相關性分析與迴歸分析來驗證假設。本研究結果指出，專業能力與關係品質對顧客忠誠度具有顯著正向影響，因此我們可以推論海運承攬業必須提升專業能力與強化與顧客間的關係品質，來提升顧客忠誠度，進而創造優勢與獲得更多利潤。
This study aims to examine the relationship among professional competence, relationship quality and customer loyalty-the case of ocean freight forwarders. A total of 360 questionnaires were sent to the respondents by google docs, the respondents are A ocean forwarder‘s customer, which trade term is CIF (Cost ,Insurance and freight ). Respondents Data collected form 320 respondents, and 289 were found to be valid for a usable rate of 80%.We used descriptive statistics analysis, exploratory factor & reliability analysis, correlation coefficient and simple regression. The results support that professional competence, relationship quality positively affects customer loyalty so we can deduce, ocean forwarders have to promote professional competence and relationship quality, then they can boost the customers loyalty, creation of new advantage and obtain more profit.
