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Du, Shuai, and Elodie Lu. "Competition Between National Company and Global Company in the Swedish Fast Food Industry: A Case Study of MAX." Thesis, Karlstads universitet, Avdelningen för företagsekonomi, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-32726.
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Huang, Jo-Ting. "A cross-cultural study of the influence of personal cultural orientation on brand loyalty." Thesis, University of Bradford, 2015. http://hdl.handle.net/10454/14421.
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This thesis investigates a generalisable cross-cultural model for brand loyalty by integrating extant theories of personal cultural orientation (of individualism and collectivism), self-congruity (actual, ideal, social, and ideal social self-congurity), customer satisfaction, attitudinal brand loyalty, and behavioural brand loyalty. Creating brand loyalty is a key branding issue in modern marketing. Brands are faced with the challenge of building, maintaining, and increasing their capacity to drive customer loyalty across borders with consumers of different cultures. Notwithstanding the growth of culturally centered brand loyalty research, the focus of research today continues to be on cross-cultural differences, often overlooking the generalisable cross-cultural path to consumer brand loyalty. This study instead addresses this overlooked topic of cross-cultural generalisabilities across nations. To assess the cross-cultural generalisability of the conceptual model, survey data from a non-student sample were collected from middle-class, Generation Y individuals of the relevant nationality who have always lived in China, Singapore, or the United States. After performing data cleaning procedures, 541 usable responses from three countries were analysed with the use of the SEM model. The findings show that the personal cultural orientation of collectivism has a positive effect on behavioural brand loyalty through ideal social self-congruity, customer satisfaction, and attitudinal brand loyalty. These findings extend brand loyalty research by considering how an individual’s personal cultural orientation impacts brand loyalty. Moreover, the findings offer marketers increased insight into consumers’ brand loyalty formation process in cross-cultural contexts. The limitations of the study and suggestions for future research are also presented.
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Alvarado, Terreros Victor Miguel Ángel, Morales Yovana Edith Barron, Cardozo Maricielo Geraldine Osorio, Dávila Luis Arturo Vega, and García Gabriela Margarita Grijalva. "Customer satisfaction Brand trust Web platforms." Bachelor's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2020. http://hdl.handle.net/10757/655652.
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En la actualidad, las personas disponen de menos tiempo para preparar sus alimentos; así mismo, existe un incremento considerable en el consumo de productos orgánicos.
A raíz de ello, nace el emprendimiento COF – Café (Café Orgánico Filtrante), mediante nuestro plan de negocio, se propone la idea de producción y comercialización de bolsas de café orgánico donde nuestro mercado objetivo son las personas, cuyas edades están comprendidas entre 20 y 55 años, las cuales pertenezcan a los niveles socioeconómico A y B, que radiquen en distritos de Surco, Miraflores, San Isidro y San Borja y que sean consumidores de café.
Esta idea de negocio, establece la producción y comercialización de café orgánico en bolsitas filtrantes; cuya propuesta de valor, radica en ofrecer un producto saludable de alta calidad, rapidez y practicidad al momento de tomar una taza de café pasado. De esta manera, estimular el consumo de alimentos orgánicos y contribuir a un estilo de vida saludable
En el presente trabajo, se establecerán las pautas o lineamientos necesarios para la ejecución del proyecto, el cual abarca en un inicio desde la validación de mercado, determinación de los factores internos y externos que influyen en el sector, estrategias y planes de marketing a seguir y/o implementar, hasta un adecuado plan de operaciones.
Por otro lado, se establecerá un adecuado plan financiero, en el que se determinará los recursos necesarios para la implementación del proyecto; así mismo, se dará a conocer los diversos indicadores que determinan la viabilidad del negocio.Nowadays, people provide less time to make their own food; also, there is a considerable increase in the consumption of organic food. As a result, the COF – Café (Filtering Organic Coffee) venture was born, through our business plan, the idea of production and commercialization of organic coffee bags where our target market is people, whose age are between 20 and 55 years old, who belong to socioeconomic level A and B and lives in Surco, Miraflores ,San Isidro and San Borja, and who are coffee consumers. This business idea establishes the production and commercialization of organic coffee in filters bags; whose value proposition lies in offering a healthy product of high quality, quick and practicality when having a cup of old coffee. In this way, stimulate the consumption of organic food and contribute a healthy lifestyle. In this work, the necessary guidelines for the execution of the project will be established, which initially covers from market validation, determination of the internal and external factors that influence the sector, strategies and marketing plans to follow and / or implement, up to an adequate plan of operations. In other way, an adequate financial plan will be established, in which the necessary resources for the implementation of the project will be determinate; likewise, the various indicators that determinate the viability of the business will be announced.
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Amaya, Bautista Alexandra Patricia, and Condor Melanie Cristina Monggó. "Brand image, perceived value, brand trust and customer satisfaction on repurchase intention at Supermarkets." Bachelor's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2020. http://hdl.handle.net/10757/655607.
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La categoría de supermercados en Perú resulta importante para el consumidor peruano, pues es un canal de compra vigente pese a la pandemia generada por Covid-19. Por ello, el objetivo de esta investigación es estudiar las posibles relaciones y efectos de las variables brand image, brand trust, perceived value y customer satisfaction en relación a repurchase intention en la categoría mencionada.
Asimismo, este estudio se lleva a cabo debido a que se desea evaluar a las variables en conjunto y en un contexto peruano, ya que se considera que será un aporte significativo para mejorar el vínculo entre el shopper peruano y la categoría de supermercados. Además, en este estudio, por el momento, solo se considerarán 5 variables en la categoría. Sin embargo, no se descarta la posibilidad de otros factores que puedan influir en los futuros hallazgos.
Luego de la revisión bibliográfica, se identificaron autores como Kim y Chao (2019) enfocados en el estudio de las variables brand image y brand trust; Slack, Singh y Sharma (2020), centrados en investigar al customer satisfaction y perceived value en los supermercados. Por último, Oyedele, Saldivar, Hernandez y Goenner (2018), orientan su investigación hacia repurchase intention. Según los autores mencionados, se propone que la metodología de la investigación se realice mediante el análisis de regresión y correlación en SPSS. Cabe mencionar que la implementación de encuestas con preguntas con escala de Likert se ha reconocido como parte de estas metodologías, por lo que se evaluará su posible uso en este estudio.The supermarket sector in Peru is important for the Peruvian consumer, as it is a current purchase channel despite the pandemic generated by Covid-19. Therefore, the objective of this research is to study the possible relationships and effects of the variables brand image, brand trust, perceived value and customer satisfaction in relation to repurchase intention in the aforementioned category. Likewise, this study is carried out because we want to evaluate the variables as a whole and in a Peruvian context, since we consider that it will be a significant contribution to improve the link between the Peruvian shopper and the supermarket category. Furthermore, in this study, for the time being, only 5 variables in the category will be considered. However, the possibility of other factors that may influence future findings is not ruled out. After the literature review, authors such as Kim and Chao (2019) were identified, focused on the study of the variables brand image and brand trust; Slack, Singh and Sharma (2020), focused on investigating customer satisfaction and perceived value in supermarkets. Finally, Oyedele, Saldivar, Hernandez and Goenner (2018), focus their research on repurchase intentions. According to the mentioned authors, it is proposed that the methodology of the research be carried out through regression and correlation analysis in SPSS. It is worth mentioning that the implementation of surveys with Likert scale questions has been recognized as part of these methodologies, so their possible use in this study will be evaluated.
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Punco, Paye Karina Martha, and Ríos Natalia Elizabeth Herrera. "Brand experience y customer satisfaction en relación al brand loyalty en la categoría supermarkets online." Bachelor's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2021. http://hdl.handle.net/10757/655634.
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El propósito de este estudio buscó determinar si existe relación alguna entre las dimensiones del brand experience (sensory experience, affective experience, behavioural experience y intellectual experience) a nivel de supermercados online en Lima Metropolitana, Perú, con las variables de customer satisfaction y brand loyalty de los consumidores de dichos comercios, debido al incremento de supermercados online a causa de la pandemia mundial por el COVID-19. Este estudio se ha basado principalmente en investigaciones hechas en Asia y Europa. El estudio se basó en una muestra de 400 encuestados y pretende validar las hipótesis propuestas respecto al grado de significancia que existe entre las variables de brand experience, customer satisfaction y brand loyalty. Para el análisis estadístico correspondiente de la data obtenida, se evaluará mediante correlaciones, regresiones, Alfa Cronbach para la relación de las variables en estudio y la fiabilidad de las escalas, los cuales se analizaron en el software SPSS.The purpose of this study sought to determine if there is any relationship between the dimensions of the brand experience (sensory experience, affective experience, behavioral experience and intellectual experience) at the level of online supermarkets in Metropolitan Lima, Peru, with the variables of customer satisfaction and brand loyalty of consumers in these businesses, due to the increase in online supermarkets due to the global pandemic by COVID-19. This study has been based primarily on research done in Asia and Europe. The study was based on a sample of 400 respondents and aims to validate the proposed hypotheses regarding the degree of significance that exists between the variables of brand experience, customer satisfaction and brand loyalty. For the corresponding statistical analysis of the data obtained, it will be evaluated through correlations, regressions, Cronbach's Alpha for the relationship of the variables under study and the reliability of the scales, which were analyzed in the SPSS software
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Muth, Alexandra, Rima Ismail, and Boye Caroline Langfeldt. "Customer Brand Relationship : An empirical study of customers’ perception of brand experience, brand satisfaction, brand trust and how they affect brand loyalty." Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-19385.
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Background: During the last decade, retail businesses have realized the importance of creatinga strong brand to be able to differentiate in a fierce market. However, having a strong brand isno longer enough to survive in the long run and gain a large customers base. Especially in theretail and fashion industry where many products fulfill the same need for the customer, making it important to adapt to changes on the market and stand out in the crowd. This has lead to the wide variety of brands that can be found and an intensified competition. Therefore, the key factor for building a long-term relationship is through customer brand relationship. A literature review showed that the most important variables needed to build this relationship are brandexperience, brand satisfaction and brand trust. Purpose: The purpose of this study is to investigate how brand experience, brand satisfaction and brand trust effect brand loyalty in Växjö, Sweden. Hypotheses:H1: Brand experience has a positive effect on brand loyalty.H2: Brand satisfaction has a positive effect on brand loyalty.H3: Brand trust has a positive effect on brand loyalty. Method: This study was based on a deductive and quantitative research approach withempirical data conducted from 239 respondents to either accept or reject the stated hypotheses. Result and conclusion: According to the empirical data, the stated hypotheses were acceptedand imply that 41.2 percent of brand loyalty can be explained by brand satisfaction, brand trustand brand experience. However, for retail businesses within the fashion industry to ensurebrand loyalty from the customers, brand satisfaction is the main focus.
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Park, Sang Hee. "The Antecedents and Consequences of Brand Image: Based on Keller’s Customer-Based Brand Equity." The Ohio State University, 2009. http://rave.ohiolink.edu/etdc/view?acc_num=osu1259560834.
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Peredo, Paredes Mireya Lucía, and Ortiz María Teresa Vargas. "Online brand experience, brand image, brand trust y customer satisfaction en relación al e-brand engagement en canales digitales de e-fashion retail." Bachelor's thesis, Universidad Peruana de Ciencias Aplicadas (UPC), 2020. http://hdl.handle.net/10757/655445.
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La industria del e-fashion retail evidencia un continuo crecimiento en los últimos años, ello acompañado de la creciente preferencia de compra de prendas de vestir a través de canales online por parte de los consumidores peruanos. Por tal motivo, es oportuno identificar los diferentes componentes que participan en relación a la experiencia online en canales de e-fashion retail. La presente investigación busca establecer relaciones entre el online brand experience, brand image, brand trust y customer e-satisfaction en función al e-brand engagement. Basado en una muestra de 400 encuestados en Lima Metropolitana, el estudio pretende validar las hipótesis propuestas respecto al grado de significancia presente entre variables como online brand experience y customer satisfaction, brand image y brand trust, customer satisfaction y e-brand engagement, entre otras. Para el análisis correspondiente de la data obtenida, se aplicarán testeos estadísticos tales como correlaciones, regresiones y análisis de varianza.The e-fashion retail industry has shown continuous growth in recent years, accompanied by the growing preference for buying clothing through online channels by Peruvian consumers. For this reason, it is appropriate to identify the different components that participate in relation to the online experience in e-fashion retail channels. This research seeks to establish relationships between the online brand experience, brand image, brand trust and customer e-satisfaction based on e-brand engagement. Based on a sample of 400 respondents in Metropolitan Lima, the study aims to validate the proposed hypotheses regarding the degree of significance present between variables such as online brand experience and customer satisfaction, brand image and brand trust, customer satisfaction and e-brand engagement, among others. For the corresponding analysis of the data obtained, statistical tests such as correlations, regressions and analysis of variance will be applied.
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Forsido, Mulugeta Z. "Brand loyalty in Smartphone." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-179607.
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Abstract Problem statement – what factors determine brand loyalty in Smartphone? Purpose – The purpose of this study is to examine causal antecedent factors leading to brandloyalty in the Swedish Smartphone market Theory – theoretical review and critical analysis of academic journals related to dependantand independent variables and conceptual model is formulated. Methodology - Quantitative approach is used to quantify the relationship between dependantand independent variables based on the proposed theoretical model that delineates therelationships between dependant variable brand loyalty and the independent variablescustomer satisfaction, perceived quality, brand experience, brand image, brand switching costand product involvement. Data – In total 200 responses were collected through a structured interview from UppsalaUniversity, Uppsala central train and bus station and two big shopping centers in Uppsala (S: tper galleria and Forum galleria). Apple and Sony Ericsson brand users are interviewed in thedata gathering process, 100 respondents for each brand Findings – the analysis suggest brand image, product involvement and customer satisfactiondetermined brand loyalty in Apple brand, whereas customer satisfaction was the onlydeterminate factor in Sony Ericsson brand
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Sharp, Byron Malcolm. "Evaluating the impact of a loyalty program on brand loyalty : can loyalty programs produce deviations from established 'Dirichlet' patterns of repeat-purchase? /." Title page, contents and abstract only, 1999. http://web4.library.adelaide.edu.au/theses/09PH/09phs5308.pdf.
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Wilkins, Hugh Charles, and n/a. "A Structural Model of Satisfaction and Brand Attitude in Hotels." Griffith University. Griffith Business School, 2006. http://www4.gu.edu.au:8080/adt-root/public/adt-QGU20061023.160143.
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This thesis is about the customer experience in hotels. The thesis evaluates the customer experience in relation to the antecedents of behavioural loyalty. Behavioural loyalty is evaluated in relation to customer satisfaction, brand trust and brand attitude. Customer satisfaction is also evaluated in relation to the antecedents of hotel performance, service quality and perceived value. The broad research underpinning this research is: How do consumers perceive and relate to luxury and first class hotel brands? The hotel industry is a large and highly diverse industry that includes a wide range of property styles, uses and qualities (Chon & Sparrowe, 2000; Go & Pine, 1995; Olsen, 1996; Powers & Barrows, 1999). The industry covers the spectrum of small, medium and large enterprises (Brotherton, 2003; Jones, 2002) and makes a significant contribution to national and international economies. The research incorporated data collection in three stages. The first stage was a qualitative study of consumers who self selected as first class or luxury consumers. The data from the focus groups were used to develop items for inclusion in a survey instrument. The focus groups data, together with information gathered from a literature review, were used to develop scales across a number of hotel performance dimensions. In addition scales were included in the survey instrument on customer satisfaction, perceived value, brand trust, brand attitude and behavioural loyalty. The second stage of the research was a pilot study with the survey instrument being distributed to a convenience sample. The data collected at this stage were used to purify and refine the survey instrument. The final stage was data collected from consumers in a number of Australian hotels. The resultant data set comprised 693 completed and useable responses. The data were examined using exploratory and confirmatory factor analyses to confirm the hotel performance and other dimensions. The resultant dimensions showed good psychometric properties. A number of hypotheses were proposed in the thesis and examined using structural equation modelling. Although two hypotheses were rejected the resultant structural model showed strong relationships between the dimensions included. The research identified that service quality is a strong contributor to behavioural loyalty. The stronger pathway from service quality to behavioural loyalty was through customer satisfaction ( = 0.63) although the pathway through brand attitude ( = 0.22) was also significant. Both customer satisfaction and service quality had a significant effect on brand trust and service quality also influenced brand attitude. A number of recommendations for further research were made. These included the replication of this study in different geographic and industry contexts.
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LIU, YUEN CHANG, and 劉源常. "A Study on National People to between Brand Image, Service Quality and Customer Satisfaction for a Star Rated Hotel in Taiwan." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/y89jaz.
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碩士亞洲大學
休閒與遊憩管理學系
105
This study mainly intends to explore Taiwan National People to the relationship between Brand Image, Service Quality and Customer Satisfaction for a Star Rated Hotel in Taiwan. Object of study covers national people in Taiwan. The study adopted sampling to conduct using the LINE community group questionnaire survey in a private format by distributing 323 questionnaires, of which the effective return ratio 100% due to all items are required by the network questionnaire design. This study referred to the relevant literatures with research tool of questionnaire scale, including the contents of basic information, brand image scale, service quality scale and customer satisfaction scale. The scale has good internal consistency and stability. Descriptive statistical analysis, reliability analysis, correlation analysis and hierarchical regression analysis were adopted for statistical analysis of return data. This study concluded that (1) there was significant positive influence between brand image and service quality for a Star Rated Hotel in Taiwan; (2) there was significant positive influence between brand image and customer satisfaction for a Star Rated Hotel in Taiwan; (3) there was significant positive influence between service quality and customer satisfaction for a Star Rated Hotel in Taiwan. Consequently, the study offered a proposal for future researchers’ reference. .
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Chen, Du-Nin, and 陳都寧. "Effects of brand knowledge and experience marketing on customer satisfaction and repurchase intention for women 's underwear ─ A Case Study of Taiwan National Chengchi University female students." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/h88n95.
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碩士中國科技大學
企業管理系
103
Women's underwear market is rapidly growing, as consumers continue to enhance the awareness of women, women increasingly focusing on brand, aesthetics and comfort of underwear, improve the basic needs of underwear to psychological satisfaction. Underwear industry in recent years gradually with experience as a marketing strategy to promote underwear and women's underwear in order to experience the value of customers to buy their own satisfaction as an indicator, the underwear brand knowledge and customer satisfaction with women consumers are there between behavior related repurchase intention is to explore the direction of the Institute. In this study, National Chengchi University female students as subjects of the investigation, using questionnaires, 200 questionnaires were distributed, 200 valid questionnaires, the effective rate was200%, analyzed by descriptive statistics, factor analysis, reliability analysis, correlation analysis, regression analysis to test the hypothesis obtained results: (1) experiential marketing has a positive impact on the value of experience; (2) experiential marketing has a positive impact on customer satisfaction; (3) the value of experience It has a positive impact on customer satisfaction; (4) brand knowledge has a positive effect on repurchase intention; (5) customer satisfaction has a positive effect on repurchase intention.
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Feng, Yi Wen, and 馮綺文. "The Relationship Study of Customer Confusion, Customer Satisfaction, and Brand Loyalty." Thesis, 2001. http://ndltd.ncl.edu.tw/handle/74806621216770352074.
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碩士義守大學
管理科學研究所
89
The cellular phone’s market is very competitive. Marketers provide all kinds of services to their customers, but customers are difficult to choose a suitable proprietor. Customers may feel confusion when they compare different proprietors’ products, services, and ratings. The cellular phone’s market studies in Taiwan have already investigated the relationship of customer satisfaction and brand loyalty, but never discuss the phenomenon of confusion’s influence. The purpose of the study is examining the phenomenon of confusion in the cellular phone’s market. Besides this, we want to realize the relationship of customer confusion, customer satisfaction, and brand loyalty. So, the framework of this study is developing the structure of demographic, service quality, and marketing mix strategies towards customer confusion, customer satisfaction, and brand loyalty. Our research provides marketing scientists with operational definitions of “customer confusion” and establishes reliability and validity in a comprehensive measurement framework. These are: 1. The structure of service quality and marketing mix strategies have significant influence of customer confusion and customer satisfaction; 2. An increase in customer confusion leads to lower satisfaction scores; 3. Brand loyalty is not related to customer confusion and customer satisfaction. Marketers should reduce cellular phone users’ confusion to acquire higher customer satisfaction when customers have low brand loyalty. Marketers need to provide clearly promotion strategies. And they also need to retain original customers in order to improve brand loyalty.
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Kao, Yu-Ling, and 高毓伶. "The Effect of Brand Image and Brand Attitude on Customer Satisfaction and Brand Loyalty." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/a468ht.
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碩士淡江大學
國際貿易學系國際企業學碩士班
94
Abstract： Brand image is all about customer’s perceptions of the brand and everything aroused about the brand for consumers. The brand image management is not only a critical part of a company’s marketing issues, but also is regarded by the experts and scholars as the key to product success. So, if can be found out that consumer''s view of brand image. To understand consumer''s attitude toward brand, the satisfaction and loyalty to the brand in their mind, will help enterprises conduct their brand and to develop brand strategy. As mentioned above, by using the sports shoes products and to investigate the influence of the relation among brand image, brand attitude, customer satisfaction and brand loyalty are the purpose of this research. This research investigates the brand image of different brands of sports shoes in Taiwan, which a survey is conducted. The data collected has been carried out through the questionnaire from the undergraduate Tamkang University students by using “stratified random sampling and proportion allocation method.” The tods used for further examination are descriptive statistics, reliability test and LISREL. The major findings of this study are as follows: 1. There are significant positive effect of construction of brand image on brand attitude, among them with the influence of the functional brand image the most, secondly it is experiential brand image, for the symbolic brand image finally. 2. There is a significant positive effect of brand attitude on customer satisfaction. 3. There is a significant positive effect of brand attitude on brand loyalty.
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CHEN, PIN-HUA, and 陳品樺. "The Relationships among Experiential Marketing, Brand Affect, Brand Image, Brand Trust and Customer Satisfaction." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/3p3a65.
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碩士靜宜大學
國際企業學系
106
The purpose of the study is to empirically investigate the relationship between experimental marketing, brand affect, brand image, brand trust and customers satisfaction. A questionnaire survey method to collect data for the target population that had been Taiwan Times Village's customers, in fact, it have a total of 120 valid questionnaires. The research results indicate that experimental marketing has positively direct effects on the brand affect, brand image, brand trust and customer satisfaction. In addition, the results also presented that brand image has a positively directs effect on both brand trust and customer satisfaction. In addition, brand trust also has a positively direct effect on customer satisfaction. On the other hand, this study examines the mediation effect of brand image for the relationship between experimental marketing and customer satisfaction. Furthermore, it also examines mediation effect of brand image for the relationship between brand affect and customer satisfaction. The results indicate that brand image have the mediation effect on these relationships.
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Chen, Chun-Chi, and 陳俊吉. "The Influence of Brand Image and Customer Satisfaction on Customer Switching Behaviors." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/02578542731483166906.
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碩士靜宜大學
管理碩士在職專班
99
Abstract Since the rise of consumer awareness, market competition, relatively more intense and complex, now Taiwan's auto market compared to other countries and regions, the smaller the market, brand vehicles more price damage is more serious and diverse promotional activities. Service quality and corporate image has long been a more important issue is the service industry, service industry aimed at providing services to customers to meet their needs, but services have intangibility, heterogeneity, inseparability and easy disappearance of the other four characteristics, so the industry is concerned, do what extent the industry in order to make customers feel satisfied with that? Therefore, this study will explore consumer corporate brand image, perceived value, perceived quality, customer satisfaction and purchase intention. To NISSAN (Nissan) consumers, as the object of study, hoping the results of this questionnaire can obtain the related research a causal relationship between variables. The results are as follows: The hypothesis of a brand image on perceived quality has a significant positive effect on the results obtained support; hypotheses Second, the brand image of the customer's perceived value of a significant positive effect on the results obtained support; hypothesis three, perceived quality to customer satisfaction has positive effects, the results are supported; four hypotheses, perceived value to customer satisfaction has positive effects, the results obtained do not support; hypothesis five, customer satisfaction has a positive on consumer purchase intention effects, the results supported. Key words: brand image, perceived quality, perceived value, customer satisfaction
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ZHOU, CHANG-SHEN, and 周長伸. "Brand Image, Service Quality and Customer Satisfaction Customer Loyalty of Vagetarian Restaurants." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/9a26d6.
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碩士大葉大學
企業管理學系碩士班
107
Examining the influence of brand image and service quality of a vegetarian restaurant on customer satisfaction and customer loyalty. The purpose of this study is to investigate the brand image of Changhua Taomi Le vegetarian restaurant, in terms of the degrees of influence in connection with combining service quality, customer satisfaction and customer loyalty, and to target the customers in the Taichung, Changhua, Nantou area, and complete the after-sales questionnaire. 146 questionnaires were issued, out of which 123 valid questionnaires were recovered. The recovery amount was therefore a total of 84.3%, and then applying SPSS 22.0 for examination purposes. The study found that brand image and service quality have positive effects on customer satisfaction and customer loyalty, and that brand image and service quality have a mediating effect on customer loyalty through customer satisfaction. The researchers summarized the conclusions and proposed future research opinions as a reference for future researchers.
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Mai, Shuo Keng, and 麥碩耕. "A Study of Personal Facebook Fan Page: Brand Personality, Brand Association, Service Quality, Customer Satisfaction, Customer Loyalty." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/01530010758794618586.
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碩士國立高雄師範大學
資訊教育研究所
102
The popular social networking site, Facebook, has allowed vast amount of internet users to partake in their services. This trend of social networking sites gaining popularity also caught up in Taiwan. Many brands and companies were impressed with the impact of social networking sites and began to set up fan pages on Facebook. These sites are now an important platform used to promote their brand and corporate media. But the studies of Facebook’s fan pages have rarely been discussed before, especially the personal fan pages. Therefore, this study, mainly questionnaire based and supplemented by interviews, is used to explore the keys to a personal fan page being successfully. The study found: (1) Web site design has an impact on customer satisfaction; Customer service has an impact on customer loyalty; Reliability of the content has an impact on customer satisfaction. (2) Brand association has an impact on customer satisfaction and loyalty. (3) Young has an impact on customer satisfaction and loyalty; Sincerity has an impact on customer loyalty. (4) Customer satisfaction has an impact on customer loyalty.
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Yu, Chin-Fang, and 余錦芳. "A Relationship Study between Customer Satisfaction and Brand Loyalty." Thesis, 2002. http://ndltd.ncl.edu.tw/handle/83961202670477775443.
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碩士國立高雄第一科技大學
行銷與流通管理所
90
As result of industrialization, service industries has surpassed the manufacturing industry, becoming the mainstream industry of developing countries, it has no exception in Taiwan. And the quality of service industry, customer satisfaction has been the pursuing goal of operation of service industry. But, it has made the constant and management more difficulty due to service quality having four large characteristics of invisible character, heterogeneity, and indivisibility character and easy disappear character. It will be an unprecedented big challenge to automobile industry, especially Taiwan has officially entered to the World Trade Organization(WTO). If you want to obtain the competitive superiority from non-price in the fierce circumstance, manufacturer should enhance the degree of service quality, customer satisfactory and brand loyalty in order to get permanent eternal operation and get more high profit. This is the direction in which automobile manufacturer should be endeavor. The research is studying the owner who has domestic brand automobile of automobile industry as an object of study, researching customer to the attribution of automobile products and the satisfactory degree of after service to the influence relation of brand loyalty in order to provide the reference of operation direction to automobile manufacturer after entered to the WTO. This research has adopted questionnaire investigation of experiment proof study method, taking the technique aspect and sensation aspect of customer satisfaction in automobile industry to the effect of quality loyalty degree as subject. Technique aspect is to be directed automobile products against the measurement customer’s satisfaction degree, by expert’s depth interview and customer as well as industrial supervisor’s focus group informal discussion method, after synthetic and collection every one’s opinion take it as the questionnaire of design product satisfaction degree, and sensation aspect is to be aimed at after service measuring automobile customer in accepting after service’s satisfaction degree. Taking the re-check, test and verify from the discussion essay (customer satisfactory comment and measurement item) which were developed by Mr. Huang in Y2000 as basis of questionnaire design of after service satisfaction degree. And brand loyalty degree is taking the questionnaire investigation of automobile industry which were made by J.D. Power Asia Pacifica 1998 as reference and as an questionnaire of designing brand loyalty degree. Finally, by the top 5 brand domestic automobile customer in the two components satisfaction degree of products and after service, and that two components to the effect of brand loyalty degree, to evaluate every brand’s customer satisfaction degree and brand loyalty degree’s relative research. Focusing on 5 brands of domestic automobile in Taiwan regional customer of allSedans as experiment and demonstration object, there are total amount of 1200 pes of Questionnaire being provided and there are 515 pes of questionnaire has been retrieved.Adopting Spss for windows as Reliability analysis, T test,ANOVA,Chi-square test, Correlation and Regression analysis.After the truly proof investigation, this research has a significant discover as the following: The good and bad of product after service and customer satisfaction degree have outstanding influence, and customer’s satisfaction degree to the brand royalty has the same outstanding influence as well, namely the more that manufacturer pay more attention on products and after service, the more their customer has more brand loyalty to their products. However, the more high customer satisfaction that manufacturer has had, the more high brand loyalty (positive public praise propaganda, repurchase desire and recommendation wish) that their customer has had. Manufacture should not only be endeavor to enhance products quality and service quality, but also should be on the initiative to create the value of product and service and then enhance the rate of repurchasing and recommendation from customer. Thus manufacturer will creat itself in the undefeated competitive superiority from the keen competition environment of automobile industry.
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Hung, Hsueh-Hua, and 洪雪華. "Exploring the Relationship among Brand Awareness, Brand Image, Service Quality and Customer Satisfaction." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/71807528120208604967.
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碩士義守大學
企業管理學系碩士班
99
With the change of industrial structure, the consumers’ ability to identify brands has enhanced. Besides, the enterprises in 21st century have entered the "Brand Leadership Times" and enterprises value brand development. The above phenomena shows that it is essential to conduct the research. This study was done with a combination of qualitative and quantitative research methods. In qualitative research, the in-depth interview was conducted so as to discuss the potential relationship of Brand Awareness, Brand Image, Service Quality and Customer Satisfaction from the viewpoint of qualified hospitality academic scholars and experienced lodging industry practitioners. Proposition and model formulation are the basis of qualiative research. The quantitative research was done by doing the survey questionnaire (1) to explore if the customers satisfaction was effected by brand awareness, brand image, and service quality and to (2) understand about the current status of brand awareness, brand image, service quality, and customer satisfaction in the hotel industry. The research sample was drawn from the customers of Formosa International Hotels Corporation for its reputation in Taiwan. The results of the research showed that there exits certain relationship among brand awareness, brand image, service quality and customer satisfaction. First, it was found that brand awareness, brand image, and service quality have direct impacts on customer satisfaction. Secondly, the brand image will affect customer satisfaction through service quality. The result of the research could be as a useful reference for future research and can also serve as a guideline for improving customer satisfaction in a similar hotel setting.
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解睿凱. "The research of relationship among brand experience、involvement、customer satisfaction and brand equity." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/96103087368399713611.
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Chen, Weiju, and 陳韋如. "The Relationships among Experiential Marketing, Brand Personality, Customer Satisfaction, Attitude, and Customer Loyalty." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/42449258901634264359.
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碩士靜宜大學
國際企業學系
101
With the progress of the times and economic development, people pay more and more attention to quality of life. In Taiwan, consumer behavior is a very popular research field, according to previously research, the experiential marketing strategy is very helpful to increase the performance of the business, nonetheless, the experiential marketing research that links brand personality and attitude is rare, so it raise our motivation to do the related research. However the business under the highly-competitive market that it how to own the differences through experiential marketing, and understand the feeling of customers deeply to promote the whole performance. Therefore, the purpose of the study is to empirically investigate the relationships among experiential marketing, brand personality, customer satisfaction , attitude, and customer loyalty. In this study, the main target we chose was the people who went to a well-known leisure garden in Taichung, and than we collected 256 samples by convenience sampling of questionnaire survey. The data has been compiled in a database using the SPSS for Windows software program. The statistical methods include descriptive analysis, factoring analysis, Pearson product moment correlation, and regression analysis. The results indicate that experiential marketing has a direct positive effect on customer loyalty, and positive effect on brand personality, customer satisfaction and attitude. In addition, brand personality has a direct positive effect on customer satisfaction. Moreover, the results also presented that brand personality, customer satisfaction and attitude have a direct positive effect on customer loyalty. Finally, according to the research results, it may provide a helpful direction for marketing management.
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Wei, Pi-Chuan, and 魏埤全. "The Study of Service Quality, Brand Image for Customer Satisfaction and Customer Loyalty." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/11976489765882645508.
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碩士國立臺北大學
企業管理學系碩士在職專班
103
The Study of Service Quality, Brand Image for Customer Satisfaction and Customer Loyalty Wei, Pi-Chuan June 2015 Department of Business Administration, National Taipei University Advisor: Dr. Chen, Ming-Shiun Degree: Master of Business Administration for Executive ABSTRACT The rising living standards of Taiwan have increased the public demands on the service quality of Chinese clinic. This research study is focused on service quality and brand image that impact customer satisfaction and customer loyalty, and served as the basis to improve Chinese medical service quality. The scope of this research includes six of Chinese medicine clinics in Taipei and New Taipei City. This research conducted questionnaire survey methods: the patients of these six clinics are asked to do the survey, and (Likert scale) five point scale was adopted to measure each questionnaire while service quality measure by SERVQUAL scale. It contains five dimensions which are tangibility, reliability, reactivity, assurance, empathy in 22 questionnaires Parasuram, Zeithamland Berry (1988). Brand image has functional, symbolic and experiential three dimensions in 7 questionnaires Jaworski and Maclnnis (1986). Customer satisfaction and customer loyalty are incorporated in 4 questions each. There are 300 questionnaires; after deducting reverse questions which are 40 questionnaires that all filled in the same answer, there are 260 valid questionnaires, and using SPSS 22 measurement methods to analysis data. The statistical methods are validity and reliability analysis, descriptive statistics, correlation analysis, multiple regression analysis.The results: (1)Service quality has positive impact on customer satisfaction. (2)Brand image has positive impact on customer satisfaction. (3)Service quality has positive impact on customer loyalty. (4)Brand image has positive impact on customer loyalty. (5)Service quality has positive impact on the brand image. (6)Customer satisfaction has positive impact on customer loyalty. (7)Customer satisfaction is an intermediary impact between service quality and customer loyalty. (8)Customer satisfaction is an intermediary impact between brand image and customer loyalty. All hypotheses are supported by empirical findings or survey data.When the service quality of Chinese clinic is better, people are more likely to choose the clinic.the higher the brand recognition is,the higher the level of the customer satisfaction is.In conclusion,as service quality and brand images rises, the customer loyalty will also increase. However, after adding the factor of customer satisfaction, service quality and brand image are weakened on customer loyalty; there is an effect on customer satisfaction in this part of intermediary relationship. Keywords: Service quality, Brand image, Customer satisfaction, Customer loyalty, Chinese medical clinic.
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Chiu, Hung-Min, and 邱惠敏. "A Study on the Relationships among Brand Image, Customer Satisfaction and Customer Loyalty." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/30403419954918399525.
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碩士大葉大學
管理學院碩士在職專班
104
The goal of this research is to explore the relationships among brand image, customer satisfaction and customer loyalty of a domestic cosmetics company. In this study, research framework, hypothesis and variables operational definitions were proposed after series of literature review. Questionnaires were developed to collect primary data. Using members from a domestic cosmetic company-A as the study sample, a total of 387 effective questionnaires were collected. Analysis processed by SPSS 22.0 statistic software to explore the relationships between each variables. Research results show that: (1) brand Image is significantly affected by customer’s gender; loyalty is significantly affected by customer’s average income, (2) a positive brand image leads to higher satisfaction; higher satisfaction has a greater effect on customer’s loyalty; better brand image also leads to higher loyalty, (3) customer’s satisfaction has a moderating effect between brand image and loyalty. Lastly, This research finding could be used as a reference to cosmetic company-A to upgrade their brand image and further enhance customer’s satisfaction and loyalty.
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Huang, Wan-Nin, and 黃菀寧. "A Study on Brand Strategies, Customer Satisfaction, Customer Loyalty, Brand Equity and Brand Performance－ An Empirical Investigation of the Private Brand of Hypermarket Industry." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/75ea5v.
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碩士國立臺北科技大學
經營管理系碩士班
100
The economic depression in 2008, leading the world into the times of economic downturn, In addition to consumers emphasize product quality and service quality in their consumption habits, the price included in one of the elements as a final purchase decision. To take a number of well-known the private brand of hypermarket industry are to launch a wide range of private brand products which has a tendency towards high quality. The private brand product knowledge of cunsumers have gradually affected their consumption habit. In the competitive times, in order to achieve sustainable business, the customer has become an important resource. Businesses can use to highlight the advantages of brand strategy, to cover up its own disadvantage, which satisfy our customers and increase the number of purchases, the successful establishment of consumer brand preferences, increasing the added value of the brand so that consumers are willing to pay higher prices to obtain products, brand products and the development of sustainable diversity advantage and high market share. This study will be discussed by the relevant documentation, integration and related works of the past academic research. This research has developed a brand strategy, customer satisfaction, customer loyalty, brand equity and brand performance relationship and theory framework. On the basis of the analytical framework and the developed operational model via AMOS, and the data which collected from questionnaires survey in the Taipei city and Taipei County to carry out the empirical test. The most significant findings are as following: 1. There is a significant, positive correlation between Brand Strategy and Customer Satisfaction. 2. There is a significant, positive correlation between Brand Strategy and Customer Loyalty. 3. There isn’t a significant, positive correlation between Customer Satisfaction and Customer Loyalty. 4. There is a significant, positive correlation between Customer Satisfaction and Brand Equity. 5. There is a significant, positive correlation between Customer Loyalty and Brand Equity. 6. There is a significant, positive correlation between Brand Equity and Brand Performance. The survey takes the empirical investigation of the value private brand of discount department store industry evidence on the relationship between the different variables. Besides, this research is expected to provide some suggestions for improving brand strategy to get brand performance.
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Chen, Ting-Hung, and 陳庭弘. "The Relationships among Brand Experience, Customer Satisfaction, Brand Trust and Brand Loyalty - an example of Apple." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/6rtmn6.
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碩士淡江大學
企業管理學系碩士在職專班
101
Previously industries in Taiwan used traditional marketing skills and methods to underline the features, characteristics, and functions of a product, however, to ignore bringing customer unique experiences. The traditional marketing skills or methods cannot emphasize customer’s experiences of a brand since it regards brand as an identity of a product or a distinction among competitors. The success of Apple’s smart phone makes all enterprises in Taiwan follow in its track. To study Apple’s brand and understand its brand position and consuming experience helps to enhance the image of an enterprise and expand the value of a brand. Based on this, this study makes Apple’s smart phone as a topic, the college students in Taipei area which including Taipei city and New Taipei City as an object to explore “The Relationships among Brand Experience, Customer Satisfaction, Brand Trust and Brand Loyalty”. In this study, 300 questionnaires were distributed and 266 valid questionnaires returned with 88.6% return rate. Based on Descriptive Statistics, Reliability and Validity Analysis, and Partial Least Square, the main results of this study are: 1. Brand experience has significantly positive effect on customer satisfaction, 2. Brand experience has significantly positive effect on brand trust, 3. Customer satisfaction has significantly positive effect on brand trust, 4. Customer satisfaction has significantly positive effect on brand loyalty, 5. Brand trust has significantly positive effect on brand loyalty. The parameter estimation indicates that customer satisfaction is the key mediator. The suggestion to mobile phone vendors is to focus on the intermediate effect of customer satisfaction in order to enhance customer’s willing of repeat buy and public praise then to contribute strategic marketing strategy accordingly.
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YANG, HAN-CHIH ANGELA, and 楊涵智. "Effects of Customer Characeristics on Brand Image, Customer Satisfaction and Customer Loyalty of Specialty Coffee Shop." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/78331524371873504595.
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碩士義守大學
管理學院管理碩士在職專班
101
From 2007, Taiwan’s coffee markets are starting grown up. A lot people love to go to coffee shop loosen up their stress. Moreover every unique coffee shop has its own specialty and taste to attract customers. Due to the loyalty of the customers toward to unique coffee shop is very important; this research is base on “Balmy Cafe” to study between brand image, customer’s loyalty and satisfaction to observe if they have remarkable differences. Research is using method of sampling, giving out questionnaires to collect useful statistics; total given out 350 questionnaires, collect 302 effective ones. The author uses different research methods: principal component analysis, Paired-Samples T Test, one way ANOVA and correlation analysis to breakdown the questionnaires. The results shows in「brand image」、「customer loyalty」along with「customer satisfaction」; in these three major perspectives「brand image」、「product image」、「behavior loyalty」、「attitude loyalty」、「customer service satisfaction」、「product satisfaction」as well as 「environment satisfaction」all these facts are related to each others. At the end, the outcome from this research proves the higher brand image is for unique coffee shops, the higher of the customer’s loyalty and satisfaction. The author suggests they should continue their special promotions in order to build up their brand image to increase customer’s purchase intention.
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TANG, YI-YA, and 唐意雅. "The Study of Banking Brand Image, Service Quality and Customer Satisfaction on Customer Loyalty." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/rz5cdv.
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碩士國立高雄應用科技大學
財富與稅務管理系
106
With the opening up of the international market, the financial industry is booming rapidly. However, due to the excessive number of banks set up, the general public and has more choices. The consumer behavior has gradually changed, and causes the banks to face more serve competition. In order to this predicament, banks should actively improve the quality of services and establish a good impression of the bank's brand image, and increase customer satisfaction. The customers are willing to go to the original bank to consume, not only to improve the bank's survival rate, but also to retain the customer to enhance customer loyalty. . This study further discusses the effects of banking brand image, service quality, and customer satisfaction on customer loyalty. The general public was the object of the study. Questionnaires were sent out as surveys. 312 valid questionnaires were retrieved, and the research analysis was performed using SPSS software and AOMS. The research results show that: 1. Service quality positively influences banking brand image 2. Service quality positively influences customer satisfaction 3. Banking brand image positively affects customer satisfaction 4. Customer satisfaction further positively influences customer loyalty. This research suggests that banks establish a good bank brand image through high-quality service quality to impress the public and enhance customer satisfaction. As a result, customers are willing to use the services again to improve their loyalty to the bank.
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陳輿偲. "The Research on Brand Image, Word-of-Mouth Marketing, Customer Satisfaction and Customer Loyalty." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/9a8ykt.
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碩士國立嘉義大學
管院碩士在職專班
106
In recent years, tea shops have become more and more popular in Taiwanese customers’ daily life. Many people would like to buy drinks after meals. However, illegal plasticizers and contaminated additives such as tapioca pearls were found in the beverages from local brands as well as some well-known manufactures. This made a great number of Taiwanese customers lose faith in those tea shops. This study intended to investigate the relationship among brand image, word-of-mouth, customer satisfaction and customer loyalty. Descriptive research method was used to survey 415 customers and data were collected through questionnaires administered from January 1st to January 31st in 2018. Descriptive Statistics and Pearson Correlation Coefficient were used as the methods of data analysis. The research results found a significant positive impact of brand image, word-of-mouth marketing, customer satisfaction, and customer loyalty. Brand image would partly influence customer satisfaction and customer loyalty due to the mediating effect of word-of-mouth marketing. Brand image, word-of-mouth marketing, customer satisfaction and customer loyalty are positively related to each other. The result of this thesis research will provide brand building tea shops some suggestions for the operation and management in the future.
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Huang, Chun-Nung, and 黃諄穠. "A Study on Brand Strategy, Brand Experience, Customer Satisfaction, Customer Loyalty and Brand Performance - An Empirical Investigation of the Biotechnology Medical Beauty Industry." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/3j5pa6.
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碩士國立臺北科技大學
工業工程與管理研究所
96
Following by improvement of technology, development of national economy, rising of income and approaching of aging society, people change their attitude toward healthy. Nowadays they not only require to live longer, but also live healthier and prettier. Especially after official launching of ‘Biotechnology Medical Beauty’, which propelled Makeup GMP recognition regime, this has invoked large blooming of global makeup industry. Due to brightening of market prospect, makeup industry is now undergoing fierce competition; customers have diversification of product choices, which reduce loyalty toward brand. Enterprises are now forced to change their strategic thinking from supply chain management into demand chain management, in order to satisfy consumers and communicate with them. Providing proper products is not enough to fulfil consumer preference; more importantly, business has to provide perfect brand experiences. Also, brand itself is not only identification, but also a provider of true experiences. Moreover, brand experience refers not merely to practise of product function, but creates unique and stunning memory through advisedly brand strategic planning. This research will be conducted via literature review, integrate relevant research and past scholar records, to explore whether business usage of brand strategy can increase consumer satisfaction, improve emotion connection of brand and customers or not. Therefore, subjects of this research will be focused on female aged from 25-65 who live in Taipei. Using questioner as research methodology, attend with LISREL linear structural model to examine concept of brand strategy, brand experience, consumer satisfaction and consumer loyalty. Connecting different concepts and scrutinizing causal relation, reflecting on brand performance to create genuine value and essential profit. The most significant findings are: 1.There is a significant, positive correlation between Brand Strategy and Brand Experience. 2.There isn’t a significant, positive correlation among Brand Strategy, Customer Satisfaction and Consumer Loyalty. 3.There is a significant, positive correlation among Brand Experience, Customer Satisfaction and Consumer Loyalty. 4.There is a significant, positive correlation among Customer Satisfaction and Consumer Loyalty. 5.There is a significant, positive correlation between Customer Satisfaction, Consumer Loyalty and Brand Performance. Contributions of the findings are to provide business marketing strategy and managing cosmetic brands. Anticipate that this research can provide businesses in makeup biotechnology medical industries or cosmetic industries a reference of marketing strategy.
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Chen, Yen-Ming, and 陳彥名. "A Study on Brand Strategy, Customer Satisfaction, Customer Loyalty and Brand Performance – An Empirical Investigation of the Personal Products Industry." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/776wtg.
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碩士國立臺北科技大學
工業工程與管理研究所
96
Along with the economic globalization, brand has much influence power than before, and also the main reason that the Personal Products Industry creates a stable earning and profit. The special brand image not only has the higher price ability and the customer loyalty, but also can use the brand strategy to make stronger market, and reduce risk of entire new market. On the basis of the analytical framework and the developed operational model via LISREL, the data which collected from questionnaires survey in the Taipei City to carry out the empirical test. Main empirical findings are summarized as follows： 1. Brand strategy is significant influence on customer satisfaction and customer loyalty. 2. Customer satisfaction is significant influence on customer loyalty. 3. Customer loyalty is significant influence on brand performance. 4. Customer satisfaction is not significant influence on brand performance. In conclusion, this research is expected to provide some suggestions to Personal Products Industry for improving brand strategy to get brand performance.
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Chen, Yu-shan, and 陳玉珊. "The study of service quality and customer satisfaction of Nation Defense University library." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/97490856557138342840.
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碩士南華大學
出版與文化事業管理研究所
99
Library, acknowledged as the second classroom, is the think-tank of modern civilization and the standard of reflection on comprehensive strength and cultural standing of a society. Libraries in military academies and universities are established in support of teaching and studying. Yet, comparing with university libraries, military academy library must distinguish itself as a military think-tank so it can create an irreplaceable value in proficiency. The operating mechanism of modern libraries is service-oriented. The service provided by libraries and the contribution to society are not only to offer a platform of cultural communication and dissemination but also to preserve, to regulate, to develop the information transmission and to elevate the working efficiency. "Service" is a social economic behavior. "Service quality" is the concept of anticipating and understanding of being served. And "customer satisfaction" is determined by the quality of service. All affairs of military academy library must encompass every requirement of military management and information technology; hence, the service introduction and the collection of books in a library will have to adapt to these needs. The study, based on "service quality", is to evaluate the differences between the anticipation and acknowledgement towards the users of military academy library before and after received service. It also examined the whole of users'' satisfaction by category. As a result, the study has indicated the key factors that affect the service quality and users'' satisfaction. They are the over-expecting for service quality and the lack of books collection. Moreover, replaced by the non-professionals had lowered the quality of service. To map out the facilities in military academy library, it ought to be designed by the users'' need and the public facilities should be concerned for gender diversity. The effect on this study will be provided as a practical, appropriate and systemic reference to university library.
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Liu, Wen-Chih, and 劉文智. "A Study of the Relationships among Transnational Corporation’s Brand Image, Customer Participation and Customer Satisfaction." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/36456217220407155698.
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碩士大葉大學
管理學院碩士在職專班
98
This research has shown that the relationships between brand image, customer participation and customer satisfaction. Based on the questionnaire survey, 519 vaild samples were obtained by the stratified sampling. The tools used for data analysis are descriptive statistics, reliability analysis, confirmatory provides refereny factor analysis, compare means (one-way ANOVA), and multiple hierarchical regression analysis to analyze the study results and examine the research hypothesis. The results of this study are as follows：1. Brand image directly and positively influences customer participation. 2. Customer participation directly and positively influences customer satisfaction. 3. Brand image directly and positively influences customer satisfaction. 4. Customer participation has the significantly mediated effect to the relation between the brand image and the customer satisfaction. Finally, according to the conceptual framework and research findings, the study provided some meanings and suggestions in the theories, empirical studies, practices and future directions.
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MA, YI-JUI, and 馬翊睿. "The Relationships Among Service Quality, Brand Image, Customer Satisfaction and Customer Loyalty：The Case of COSMED." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/22b44m.
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碩士國立高雄應用科技大學
財富與稅務管理系
106
Recently, the life style of the consumers has gradually changed.The pharmacy is facing fierce competition in the industrial environment. In the face of various factors such as operating profit, competitors and customer trends, many domestic pharmacy systems have to change their business models to become new drugstores. , gradually moving toward compounding, specialization, chaining, and facilitation, expecting to maintain a good relationship with customers by providing customers with more services. The main purpose of this study is to explore the relationship between service quality, brand image, customer satisfaction and customer loyalty, and to use COSMED customers as research objects. The questionnaires were used to collect data and a total of 352 copies were issued. A total of 330 questionnaires were obtained after deducting invalid questionnaires. The narrative statistical analysis, reliability analysis, independent sample t-test, single-factor analysis of variance and regression analysis were used to validate the hypotheses. SPSS 20.0 software was used as statistical analysis tool for statistical analysis. The final study shows: 1. Service quality has a positive impact on brand image. 2. Service quality has a positive impact on customer satisfaction. 3. Service quality has a positive impact on customer loyalty. 4. Brand image has a positive impact on customer satisfaction. 5. Customer satisfaction has a positive impact on customer loyalty.
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Lai, Pei-Hsin, and 賴佩欣. "The Relationships among Corporate Social Responsibility, Corporate Image, Brand Image, Customer Value, and Customer Satisfaction." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/84870163959494982546.
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碩士靜宜大學
國際企業學系
103
With industrial development, social progress and the impact of internationalization, corporate social responsibility (CSR) has been gradually emphasized and consumers increasingly put focus on the company’s contribution to society. Investigations of corporate social responsibility, corporate image, brand image, customer value and customer satisfaction were very few in the past. The main purpose of this study is to explore the relationship among these five. Using McDonald's as the study company, this research used questionnaires from the Internet to collect information of the sample consumers who are aware of McDonald's corporate social responsibility. A total of 210 valid questionnaires were collected. SPSS statistical software for statistical analysis was used. The result shows that corporate social responsibility has both significant positive impact on customer value, corporate image and brand image. Secondly, the corporate image and brand image also have positive effect on customer value. To explore the impact of customer value for the customer satisfaction, the result reveals that customer value has positive influence upon customer satisfaction. Finally, for practical implications, the study recommends that companies should strive to three things, namely the enterprise should respect laws and regulations, companies should make actions of moral and honest and company should pay attention to the moral principle of priority to reach the economic performance. These will enable company to enhance its customer value.
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Jui-Chi, Chiang, and 江瑞啟. "Relationship on Customer Satisfaction and Brand Loyalty-A Case of LEXUS." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/92438443145502295880.
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碩士亞洲大學
經營管理學系碩士班
96
Compares with other regions, the automobile market in Taiwan have the features of smaller market size, variable brands, serious price cutting, and diversified sales promotion activities. The competition and pressure come from the import tariff reduction after joining WTO. In such situations, to keep both satisfactions of customer’s diversified need and competitive advantages is really important to auto industrial managers. Today is the service business rapid developing era. The automobile industry is not just selling a car, the after-sales service is also an important issue. Under this circumstance, how to increase product quality and service quality, to get customer satisfaction, further get the customer’s recognition so call the loyalty, brand impression, with good reputation to increase customer’s repurchase intention are the key issues of the essay. This research uses the empirical study to investigate the effects of customer satisfaction, brand loyalty to repurchase intentions in the automobile industry. The questionnaire issues 250 copies totally, valid return with 217 copies; valid return rate is 86.8%. Taking automobile product quality and after-sales service as the factors to evaluate the customer satisfaction. According to the definition, brand loyalty is evaluated with recognition and emotional loyalty. The regression analysis is used to inquire into the relationship of brand loyalty and repurchase intention. The analysis with the conclusion as follows: the customer satisfaction has partially significant influence with the brand loyalty-even the customer satisfaction is high, but the customer’s brand loyalty is still descended by price reason. The brand loyalty has the significant influence with repurchase intention. The brand loyalty is high and the repurchase intention is high as well.
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Wang, Chia-chen, and 王家蓁. "Creating Brand Attachment and Satisfaction to raise Customer Loyalty and Forgiveness." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/68815696558764346930.
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碩士國立高雄第一科技大學
行銷與流通管理研究所
100
Nowadays, it is a customer orientation and value driven market, companiesinvest resource in making customers feel what they purchase are worth more than they paid, no matter in mentally or materially. However, retailers need to go deep into exploring what customers‘ perceived store and product values are, so they can do some improvement and handle what customers really needs. Moreover, the food safety problem now piles up one after another, the reason is sometimes attributes to the upstream manufacturer which provide the material. Under this situation, company is eager to obtain customers‘ forgiveness and hope customers can loyal to their brands continually. Therefore, based on prior studies, we divided customer value into store value and product value, and then explore their effects on satisfaction and brand attachment, and further effects on loyalty and forgiveness. We take Starbucks as our research object, and take questionnaire survey to investigate our topic, the valid pretest questionnaires are 34; then we distributed 800 formal questionnaires, retrieved 781 copies, 692 valid copies, and the retrieved valid rate is 86.5%. By adopting Statistical software SPSS 18.0 and AMOS 18.0, we proceed with the reliability analysis and structural model analysis. The results are as following: (1) Store hedonic value, product emotional value, product social value, and product monetary value positively and significantly affect satisfaction and brand attachment. (2) Satisfaction and brand attachment can both influence loyalty and forgiveness, the result indicates both of them positively and significantly affect loyalty and forgiveness. Our contribution is that we divided overall value into store value and product value to investigate which values can result satisfaction and brand attachment, which is more specifically for retailers to make improvement to meet customers‘ needs. On the other hand, prior studies predict loyalty mostly only with satisfaction; however, some famous brands devote themselves in setting up their reputations to maintain their relationship with customers, wishing customers could emotional attached to their brands. Therefore, our research takes both satisfaction and brand attachment into consideration, and the result indicates that brand attachment can positively affect loyalty. Besides, in the loyal intentions, we examine not only loyalty but also forgiveness, whishing these two conceptions can complement each other for retailers in making strategies and result in prosperous and continuous brand development.
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Teng, Wei-yuan, and 鄧為元. "The relationship between Customer Satisfaction and Brand Loyalty affects on NoteBook." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/49559558337155742997.
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碩士國立中山大學
企業管理學系研究所
100
With the ongoing innovation of production technology, the quality and properties of NoteBook (NB) are more advanced, and the price is getting lower. Due to the low price and the rising of Chinese consumption level, the demand of NB is progressively increasing. On the other hand, compared with other items, NB is a high unit price item. Therefore, the brand name of products becomes a factor for consideration in consumer purchases. It also leads to the consequence of NB industrial concentration. According to MIC’s report, the global market share of top 5 NB brand (Acer, Hewlett Packard, Dell, Lenevo, and Toshiba) is up to 74% in 2010. Due to the circulation in information technology, NB functions and services provided by brand companies become similar. Under this condition, the discrepancy between different brand NBs is shortened. In the consumer-oriented market, only consumer satisfaction cannot create the consumer loyalty. Despite the consumer satisfaction, brand companies should consider other factors that affect the brand loyalty. The research is to discuss the factors affecting brand loyalty from the aspects of involvement, using habits, and demographic variables. In addition, statistic analysis is based on collecting questionnaires, in which the analysis includes factor analysis, regression analysis, and ANOVA analysis. The research found that: 1. Consumer satisfaction still affects brand value ,and be a essential factor of brand loyalty. 2. Regarding to involvement, product pleasure will be factor between consumer satisfaction and brand loyalty; others will be not. 3. Using habit and Demographic Statistic will be factors between consumer satisfaction and brand loyalty.
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LIN, A. CHING, and 林阿靜. "A Study on UNIQLO’s Brand Cognition, Customer Satisfaction and Purchase Intention." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/v96pe2.
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碩士朝陽科技大學
財務金融系
107
The apparel industry is currently in intense competition. If an apparel company wants to increase consumers’ purchase intention, it must not neglect the service quality in addition to innovating its products. Capturing the hearts of consumers is the only way to build a long-lasting brand and have high customer satisfaction and strong purchase intention. Since UNIQLO’s affordable apparel is popular among consumers, this study conducted a questionnaire survey to explore the relationship between brand cognition, customer satisfaction and purchase intention. The research results are as follows: 1. In the facet of brand cognition, the item “I can identify the difference between UNIQLO apparel and other brand’s apparel products” had a lower score. The scores of the item “I am satisfied with the price of UNIQLO apparel products” of the facet of customer satisfaction and the item “The endorser of UNIQLO can affect my purchase intention” of the facet of purchase intention were also lower. Therefore, this study suggested that UNIQLO can enhance its brand cognition and adjust the pricing strategy for commodities in the future. As the endorser had a lower influence on consumers’ purchase intention, this study suggested that UNIQLO can consider using other advertising strategies to enhance purchase intention. 2. In the item “I like the design of UNIQLO apparel products”, “I like the planning of purchase flow in UNIQLO”, and “I think UNIQLO apparel products meet the trend of fashion” of the facet of brand cognition, the agreed proportion of males is higher than that of females. In contrast, in the item “UNIQLO advertisement can affect my purchase intention” and “The promotion and discount of UNIQLO can affect my purchase intention” of the facet of purchase intention, the agreed proportion of females is higher than that of males. Based on these results, this study proposed that UNIQLO can strengthen the design of women’s apparel products and plan a purchase flow which meets the needs of women in the future. It can launch product advertisements or promotional discounts targeting women to enhance women’s purchase intention.
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Chang, Min-Shun, and 張閔舜. "High-end dessert brand image, motivation and customer satisfaction research –GODIVA." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/tf85d7.
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碩士中國文化大學
全球品牌與行銷碩士在職學位學程
107
This study aims on the relevance of GODIVA brand image; purchase motivation, customer satisfaction and brand loyalty of consumers who have purchased GODIVA. Through literature citation and logical reasoning it is found that these four components are interrelated. The purpose of this study is to explore whether: (1) brand image affects purchase motivation, (2) brand image affects customer satisfaction, (3) customer satisfaction affects purchase motivation, (4) customer satisfaction affects brand loyalty, and (5) brand image affects brand loyalty. Questionnaires were used to collect data and the empirical results are as follows: (1) brand image has a significant positive impact on purchase motivation, (2) brand image has a significant positive impact on customer satisfaction, (3) customer satisfaction has a significant positive impact on purchase motivation, (4) customer satisfaction has a significant positive impact on brand loyalty, and (5) brand image has a significant positive impact on brand loyalty.
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Huang, Chin-fen, and 黃秋芬. "Tea Brand and Customer Satisfaction on Repurchase Intention─ Quality Tea Case." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/94703363708498650944.
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碩士亞洲大學
國際企業學系碩士在職專班
99
Tea is the drink of life's habits, traditional consumer habits is required to test the spot to drink tea - satisfaction, peace of mind to buy; large size tea factory in Taiwan, the operators also have tea farmers, and many more own-brand sales, the pros and cons exist. If the lack of awareness and brand management experience, likely to cause large differences in quality and price, consumers can not be on quality, price controls, to determine the value of the goods, sales order, interference, influence purchase intention. Therefore, high-quality tea brand building should be modern consumer trends, sales of tea and also to solve the bottleneck of one of the ways consumers.This study is to choose a brand of high quality tea for the products tested, to have tea, buy tea for the study of consumers, through a questionnaire survey, and to carry out the statistical analysis software SPSS12.0, followed by statistical analysis of structural equation modeling to verify the hypothesis. The main purpose of the analysis is how the brand through customer satisfaction, quality tea, tea service and brand to influence purchasing decisions of customers to purchase will, in order to obtain significant factors affecting dimensions, as the willingness of customers to buy tea brand evaluation, to provide farmers and operators to set relevant improvement, business strategy. The study found: First, customer satisfaction and service experience of the tea brand purchasing decisions have a significant positive impact on results; Second, the purchase decision on the re-purchase intention is also a significant positive impact; Third, the customer satisfaction on willingness to buy the negative impact of experience on service brand of tea to buy will have a significant negative impact; However, both through the intermediary role of the purchasing decision to buy will have a significant positive impact, so to influence the purchase decision to buy will an important factor.
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CHI-MING, TAI, and 戴吉銘. "The Effect of Brand Image, Brand Attitude and Switching Cost on Customer Satisfaction and Customer LoyaltyAn Empirical Study for Apple iPhone." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/69484875776877750982.
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碩士明新科技大學
管理研究所
102
Apple launched the iPhone mobile phone brands and switching costs play an important role in the enterprise marketing activities, especially in today's highly competitive market, filled with many high homogeneity of commodities, enterprises facing issues convenience is how to make the product with differences, increase their competitive advantage, brand building and conversion costs that create an effective and differentiated way to increase the competitiveness of enterprises. Therefore, establishing brand management and conversion costs become the focus of the business, for the producer, the brand can improve communication with consumers messages can also be used as long-term assets of the company, and to give added value product attributes outside of the consumer are concerned, the brand with the conversion costs more to buy based decisions when purchasing inputs required to reduce the time and mental effort. This study focused on brand image, brand attitude, switching costs impact on customer satisfaction and brand loyalty of. Among the brand image, the conversion cost of the independent variables, brand attitude, customer satisfaction, customer loyalty as the dependent variable, the end result is a variable customer loyalty through this five relations construct a causal model. In this study, 400 questionnaires were collected, the first by manual inspection, then the data to be encoded, statistical software used was SPSS version 18.0 and AMOS version, according to research purposes need to test research hypotheses. The results showed that： According to the findings, confirmed "brand image", "brand attitude", "switching costs", "customer satisfaction" and "customer loyalty" has its significant impact on; and "brand attitude" would be "switching costs" of effects, thereby affecting its "customer satisfaction" and "customer loyalty", so research framework of this study support.
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lee, yun-ying, and 李芸瑛. "A study on relationship among brand image service quality perceived value customer satisfaction customer loyalty watch brand : An example on SEIKO." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/bvnyme.
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HSIEH, CHIH-KAI, and 謝智凱. "The Study of Bubble Tea Stores Brand Name, Brand Image, Customer Satisfaction and Customer Loyalty: A Case Study of Changhua County." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/z5ax84.
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碩士康寧大學
企業管理研究所
107
The purpose of this study was to investigate the effects of brand awareness, brand image, customer satisfaction and customer loyalty on bubble tea stores. The subjects of this study were customers in Changhua County. This research was to use in questionnaire survey, and a self-designed questionnaire was used to survey the brand awareness, brand image, customer satisfaction and customer loyalty of bubble tea stores. 500 questionnaires were issued, and 446 valid questionnaires were collected. The effective recovery rate was 89.2%. The data collected were further analyzed with reliability analysis, descriptive statistics, independent t-test, one-way ANOVA, Pearson correlation, and regression analysis. The study found that: 1. Brand awareness has a significant positive impact on brand image. 2. Brand awareness has a significant positive impact on customer satisfaction. 3. Brand awareness has a significant positive impact on customer loyalty. 4. Brand image has a significant positive impact on customer satisfaction. 5. Brand image has a significant positive impact on customer loyalty. 6. Customer satisfaction has a significant positive impact on customer loyalt
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LEE, HSIN-YAN, and 李欣晏. "The Investigation of Multilevel Relationships among Brand-centered HRM, Person-brand Fit, Brand Citizenship Behavior, Customer Satisfaction and Customer Citizenship Behavior in International Tourist Hotels." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/38gc54.
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碩士國立新竹教育大學
人力資源與數位學習科技研究所
103
This study collected data from managers, front-line employees and customers of International tourist hotels in order to understand multilevel perspectives and phenomenon. This study utilized Hierarchical Linear Modeling to investigate the multilevel relationships among brand-centered HRM, person-brand fit, brand citizenship behavior, customer satisfaction and customer citizenship behavior. We obtained the valid sample from 23 hotels, including 172 managers, 323 front-line employees, and 256 customers. The analytical results include: 1. brand-centered HRM affects person-brand fit positively. ; 2. Person-brand fit affects brand citizenship behavior positively. ; 3. Brand-centered HRM affects brand citizenship behavior positively. ;4.Brand citizenship behavior affects customers satisfaction positively. ; 5.Customers satisfaction affects customer citizenship behavior positively.；6. Person-brand fit mediates the relationship between brand-centered HRM and brand citizenship behavior.
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Ou, Benjamin, and 歐明哲. "A Study of Brand Image、Brand Associations& Customer satisfaction - An Empirical case of foreign brand : LENOVO &HP." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/06855294473041454828.
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Hung, Yun-Ru, and 洪韻茹. "The Study on the Relationships among Brand Trust, Customer Satisfaction, Brand Loyalty, and Word-of-Mouth." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/93789599154397469105.
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碩士淡江大學
管理科學研究所碩士班
97
The study mainly investigates the relationships among the brand trust, customer satisfaction, brand loyalty, and word-of-mouth. Nowadays, the automotive industry is facing competitive environment. Whether the industry can enhance brand trust, increase customer satisfaction, and then customers agree to be with a good brand loyalty, and the formation of reputation, which the key issues of this thesis. In this study, a survey of empirical research, and Toyota drivers for the study sample, for a total of 375 questionnaires were issued, and recovery for the 258 valid questionnaires. This study uses the structural equation modeling to empirically explore the relationships among brand trust, customer satisfaction, brand loyalty, and word-of-mouth. The results indicate the best model is causal chain, that is, brand trust must through customer satisfaction initially, and then through brand loyalty to impact the word-of-mouth. Therefore, the automotive industry who, in addition to the basic core technology in the automotive manufacturing and expertise to continuously improve, in order to make customers can trust them, they have to strengthen after-sales maintenance and personnel training. The brand loyalty comes along with customer satisfaction, further build up the good impression and reputation then the opportunity of purchase intention and recommend others to purchase are increasing. In order to promote the enterprise profitable, everlasting conducts, are the ways to keep long term competitive advantages.
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Ho, Kungchung, and 何恭仲. "A Study of The Relationship among Brand Experiences, Self-concept Congruence, Customer Satisfaction and Brand Preference." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/70812775130257622415.
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碩士國立臺北大學
企業管理學系
100
Abstract With the advent of experience economy, traditional marketing strategy can’t respond to the wave of transitional consumer behavior. In the past, marketers laid emphasis on the differences, importance, and efficiency of the product’s features; however, nowadays, what consumers pursue is to be more emotionally attached to the products/brands and demonstrate individuality in addition to catering to sensory or behavioral needs. The key to fulfilling consumers’ satisfaction is to understand the way consumers experience the brands. Since Apple first introduced the iPad in 2010, tablet PCs started to catch consumers’ attention, which leads to the fact that a great number of enterprises were striving for tablet PCs market share. How to apply marketing strategies of brand experiences to this gradually competitive market in an attempt to find out the connection of consumers’ brand selection is my research motive. The purposes of this research are: 1. To investigate the impact of brand experiences to brand preference; 2. To investigate the impact of customer satisfaction among brand experiences, self-concept congruence, and brand preference; and 3. To investigate the impact of self-concept congruence between brand experience and brand preference. Our research objects are those users who have tablet PCs experience. Via internet questionnaire, the hypotheses are verified from the adoption of structural equation modeling（SEM） and hierarchical regression analysis. That is, the research testifies that sensory, affective, thinking, and behavior of brand experiences have positive effect on satisfaction and self-congruence, as well as on brand preference.
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Hsiao-Han, Lin, and 林筱涵. "A Study of brand image, brand loyalty,customer satisfaction and personal involvement,a case of UNIQLO." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/476pzh.
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碩士國立雲林科技大學
應用外語系
104
Recent surveys have regarded customer satisfaction, brand loyalty, brand image and personal involvement as fundamental issues. The previous research has been focused on investigating the case study of UNIQLO and the comparison between other apparel brands. However, brand image, brand loyalty, customer satisfaction and personal involvement have not been extensively studied yet. Therefore, the research purpose is to examine the relationships among brand image, brand loyalty, customer satisfaction and personal involvement that could affect UNIQLO’s profitability. Quantitative research approaches were employed in this study in order to find out the relationships among these factors. Results of this research showed that Brand image is positively related to customer satisfaction, Brand image and Customer satisfaction significantly predicts brand loyalty. Brand image and Customer satisfaction would affect brand loyalty through its effect on personal involvement.