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Dissertations / Theses on the topic 'Customer Service Quality'

Author: Grafiati

Published: 4 June 2021

Last updated: 26 July 2025

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1

Akele, Seyoum. "Customer Service Quality in Ethiopian Electric Power Corporation (EEPCO) : Prepayment Customer Service." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-180578.

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Ethiopian Electric Power Corporation (EEPCO), state owned monopoly that generates, transmits, and distributes and sales electric power nationwide, has been undergoing various continued utility management practices. One of the major improvements, as part of the transformation, was the introduction of Prepayment (Metering) System, over that of the conventional metering service, which had been forcing the Corporation to follow lengthy service processes, in order to support the realization of its long term strategic vision of providing quality electric service and being competitive in an energy ex

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Polycarpou, Evripides. "Service quality management and customer satisfaction in higher education : quality of services, customer satisfaction and customer behavioural intention in higher education." Thesis, Middlesex University, 2007. http://eprints.mdx.ac.uk/13601/.

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For the purpose of this project, a modified SERVQUAL instrument has been used to investigate undergraduate student perception of service quality at Cyprus College by determining if gaps existed in student expectation versus the perception of the actual experiences. The researcher acquired answers for five research questions designed to determine the relationship between service quality, student satisfaction, student behavioural intention, and certain demographic variables (gender, nationality, and number of years at the college). The population consisted of 1,398 students, which represented th

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Chi, Yuan, and Yaqi Quan. "Service Quality Perspective and Customer Satisfaction: : Xingya Technical Communication Company." Thesis, Högskolan i Gävle, Företagsekonomi, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-24026.

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Aim: The purpose of this study is to investigate the evaluation and conceptualization of service quality and its interactive impacts for customer satisfaction. This study provides some positive and constructive proposal to make up the service gap ,and provides preliminary results supported by SERVQUAL model to measure the mutual interactions between service quality and customer satisfaction. Service quality and customer satisfaction have been studied by the help of quality dimensions and some suggestions are offered for improving service quality. Methods: The primary data have been collected t

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Segura, Christoph. "Customer service quality in the construction industry." Thesis, Massachusetts Institute of Technology, 1991. http://hdl.handle.net/1721.1/13420.

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Johnson, EHIGIE, and Jesse Karley. "Impact of service quality on customer satisfaction." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-27875.

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Title: Impact of service quality on customer satisfaction. Case study: Liberia Revenue Authority Level: Master Thesis in Business Administration Author: Ehigie Clifford Johnson, Jesse S. Karlay Supervisor: Maria Fregidou-Malama Examiner: Akmal Hyder Date: May 2018 Aim: The aim of this study is to analyse how service quality affects customer satisfaction. Method: To fulfil the aim of this study, an inductive qualitative research method was employed. . Results and conclusions: Responsiveness, empathy and assurance are influential to customer satisfaction. Price of service is the most influent

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Crawford, Sarah L. "Defining quality customer service competencies at University of Wisconsin-Stout's Memorial Student Center." Online version, 2002. http://www.uwstout.edu/lib/thesis/2002/2002crawfords.pdf.

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Bhuian, Dider. "The Impact of Service Quality on Customer Satisfaction in Hotel Business Development : Correlation Between Customer Satisfaction and Service Quality." Thesis, Karlstads universitet, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-85534.

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This research aimed to study the correlation between customer satisfaction and service quality in the hotel business. It also outlines the significance of understanding customer satisfaction and how customers distinguish service delivery. Customers have changed prospects based on their consideration of service or product quality. This factor is an indication that a customer determines the quality of service in the hotel industry. Also, the five-dimensional aspects of service quality (empathy, reliability, tangibles, responsiveness, and service assurance) impact service quality and customer sat

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Leong, Cynthia S. Y. "Evaluation of service quality : Brisbane City Council, Customer Service Centre." Thesis, Queensland University of Technology, 1999.

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Kniatt, Nancy L. (Nancy Louise). "The Effect of Demographics on Customer Expectations for Service Quality in the Lodging Industry." Thesis, University of North Texas, 1995. https://digital.library.unt.edu/ark:/67531/metadc277825/.

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This study investigated demographic characteristics of 240 Chamber of Commerce members in terms of their expectations for customer service in hotels. Subjects reported their age, gender, marital status, race, educational level, income level and ethnicity, and completed a 26-item questionnaire which measured expectations for customer service. Principal components analysis was used to reduce the 26 items to five dimensions of service quality, and multivariate analysis of variance was used to evaluate the effect of the demographic variables on those dimensions. Gender of the customer was found to

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Gorst, Jonathan Keith. "Modelling customer satisfaction in service industries." Thesis, Sheffield Hallam University, 2000. http://shura.shu.ac.uk/19707/.

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This research considers a Customer Satisfaction Index approach and its relative benefits to the UK community. It is focussed on the service industries in both the public and private sectors. It looks at, and develops the measuring and modelling processes involved and employs a Structural Equation Modelling (SEM) methodology. The research critiques two of the leading methodologies currently available (Maximum Likelihood and Fixed Point Estimation) before selecting one from which to model the whole process. Throughout the research, three different structural models are considered. These vary in

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Fleming, Rebecca M. "Defining quality customer service competencies at the University of Wisconsin-Stout's Memorial Student Center phase II /." Online version, 2002. http://www.uwstout.edu/lib/thesis/2002/2002flemingr.pdf.

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Mtshiselwa, Mkhululi Terrence. "A customer service strategy for Ngqura Container Terminal." Thesis, Nelson Mandela Metropolitan University, 2014. http://hdl.handle.net/10948/8955.

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The container terminals play an increasingly important role in the economy of many countries. In today’s global competitive environment delivering quality service is considered as an essential strategy for success and survival. In the very competitive container terminals, service quality is important in attracting and retaining customers. The shipping companies are interested in speed and reliability from the terminals. The time a ship stays in a port must be minimised, and, therefore, the handling of containers must be executed in a fast and reliable way. The importance of customer service as

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Hartl, Kathleen, and Irida Ruci. "Service Quality in Banks and Customer Relationship Strength." Thesis, Umeå University, Umeå School of Business, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-24860.

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<p><strong>Background</strong></p><p>Today, the Swedish banking industry is facing aggressive competition as a consequence of many changes; increase of competitors in the marketplace, changes in the market structure, technological advancements and the use of Internet banking, and the increase of customer demands. Therefore, the pressure that each bank faces is high and banks need to upgrade their strategies and adjust their business approach to the quick changes. An understanding of customers’ expectations and perceptions of service quality is a prerequisite to make customers satisfied as well

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Barnes, Jonavan. "Measuring service quality in the low-cost airline industry." Thesis, University of Stirling, 2017. http://hdl.handle.net/1893/24938.

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Since the end of World War II, the service sector has expanded to encompass over 80% of the economy of most developed nations. This places an immense importance on the ability to accurately measure service outputs. However, the most precise method of measuring these outputs is still unclear. This thesis examines Service Quality as a measurement of service outputs, and tests this within an industry-specific context: the low-cost sector of the UK airline industry. This is an industry that has been facing serious challenges since market liberalisation began in 1976. This thesis recognises that of

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Lindberg, Markus, and Emma Löfgren. "Service Quality and Customer Preferences : A study of interactional service quality in the airline industry." Thesis, Umeå University, Umeå School of Business, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-26029.

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<p>In recent years, large efforts have been put on enhancing effectiveness in organizations. No resources are dispensable, and a dollar saved is a dollar earned. This is probably something that is rather easy to compute and control within the production sector. However, the service sector is another thing, how do we squeeze everything out of the resources in service organizations? This question caught our interest, and made us want to investigate the subject in the context of the airline business, and especially in its interaction with passengers.</p><p> </p><p>We have asked 100 respondents of

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Persson, Josefine, and Amelie Claesson. "Service Quality Dimensions in an Online Context : -A Perspective Comparison of Service Recovery." Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-19390.

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Service quality and service recovery has been found to play a significant role in customer satisfaction and future purchase intentions. Many studies have been conducted on how to manage either the company perspective or customer perspective of these two concepts. Using the findings from five qualitative company interviews and three customer focus groups, this study addresses the purpose “to identify similarities and differences between the company and customer perspectives of service recovery in a quality system online”. The research identifies how companies in the service industry work with t

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Field, Daniel James. "Profit through product quality and quality service." Master's thesis, This resource online, 1991. http://scholar.lib.vt.edu/theses/available/etd-02162010-020036/.

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Miazee, Md Hossen, and Md Mostafizur Rahman. "E-Service Quality and Customer Satisfaction: A Study of Online Customers in Bangladesh." Thesis, Mittuniversitetet, Institutionen för samhällsvetenskap, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:miun:diva-13615.

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In twentieth century we have witnessed an extensive growth of internet based services, from small merchant to multi-organizations that are developing online services. Online delivery channel performing the e-service quality is the prime challenging concern that is the significant for customer satisfaction and their purchasing decision. In this study, service quality is to be explored as the most important influential service quality factors of online purchasing that affects consumer satisfaction and makes their purchasing decision. The study begins with the earlier literature review to identif

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Dean, Alison Mary 1950. "Delivering service quality in call centres : customers' responses and frontline employees' views." Monash University, Dept. of Management, 2004. http://arrow.monash.edu.au/hdl/1959.1/5255.

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Venetis, Karin Ariadne. "Service quality and customer loyalty in professional business service relationships an empirical investigation into the customer-based service quality concept in the Dutch advertising industry /." [Maastricht : Maastricht : Universiteit Maastricht] ; University Library, Maastricht University [Host], 1997. http://arno.unimaas.nl/show.cgi?fid=5920.

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Govender, Therashree. "Service quality enhances customer satisfaction." Thesis, 2003. http://hdl.handle.net/10413/4199.

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The main driving force behind the increasing interest in delivering service quality, is the need to keep customers satisfied and loyal. Companies are realizing that it's far more profitable to service existing customers than it is to develop new ones. As a result, they are doing all they can to strengthen and foster customer relationships. This, in turn, has led to the need for more innovative service quality strategies. Knowledge of one's customers is an important factor. The more information a company has, the more targeted their marketing can be and the better able they are to serve their c

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Cheng, Wan-jung, and 鄭莞蓉. "Catering service quality and customer satisfaction." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/20874023846827373172.

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碩士<br>國立中山大學<br>企業管理學系研究所<br>100<br>Looking back the past and prospecting for the future, Taiwan’s catering industry in the next 10 years will be facing stronger competitive threats including the stagnation of population growth, continuing increase of diverse caterings, rising costs and the moderation of the cross-strait relations. Encountering such outer changes, strengthening the core competencies and competitive advantages for satisfying the various customer demands and creating customer’s value will be the only way to ensure the business stand in the position of not defeated. Restaurant in

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Sheppard, Lorraine 1962. "Service quality in professional health services." 1998. http://web4.library.adelaide.edu.au/theses/09PH/09phs5495.pdf.

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Includes one computer disk in Work 6 format. System requirements for accompanying computer disk: Mackintosh or IBM-compatible computer. Other requirments: Microsoft Word 6 or compatible Word Processor. Bibliography: leaves 241-270.

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Zungu, Nkululeko PraiseGod. "Service quality at retail banks in Durban." Thesis, 2013. http://hdl.handle.net/10321/863.

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Submitted in fulfillment of the requirements of the Degree of Master of Technology: Marketing, Durban University of Technology, 2012.<br>The aim of this study is to investigate service quality at retail banks, such as Standard Bank, ABSA Bank, First National Bank and Nedbank in Durban. The four objectives of this study are set as: Firstly, to identify the level of satisfaction with customer service received from different retail banks in Durban; Secondly, to identify customers’ expectations in terms of quality services provided by retail banks; Thirdly, to ascertain the perceptions of cus

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Hsu, Ting-Wei, and 許庭偉. "The Effect of Performance Quality, Service Quality and Customer Satisfaction on Customer Loyalty." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/14821791006303708733.

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碩士<br>真理大學<br>管理科學研究所<br>94<br>Customer satisfaction was an important subject in industry and academia areas, and development national customer satisfaction index by foreign scholar in recently; But the domestic past related performing arts domain was fresh unusually satisfies take the customer as the consideration research. The purpose of this studied is discusses which customer satisfaction of the antecedents and consequence in the performing arts areas. Antecedents variable have contains performance quality and service quality and consequence variable has customers loyal. By using convenien

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Van, Coller Riana. "Evaluating the service quality within the aftermarket components industry in South Africa." Thesis, 2012. http://hdl.handle.net/10210/7491.

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M.Comm.<br>Previously the engine components industry relied on being in the game by competing on product availability, product quality and pricing. The cost of not having customer driven strategic plans created certain drawbacks. These include: the use of crisis management (companies being reactive rather than proactive), diverse directions being taken and redundancy, loss of competitive edge and openness to outside influences. Local component manufacturers have to reduce their dependence on OEM manufacturing alone. This means that they will have to move into the after market, locally and over

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Shen, Ya-Wen, and 沈雅雯. "Exploring the "Customer-Centered" Medical Services with Service Quality Model." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/96707921031638568815.

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碩士<br>國立臺灣大學<br>公共衛生碩士學位學程<br>103<br>Background: The Ministry of Health and Welfare announced the top ten causes of death in 2014, the statistics showed the first ranked were the chronic diseases and the mainly death were the malignancy tumor (28.8%), and the primary cause of cancer death were the lung cancer with male and female. The second death ranked were the heart disease (16.9%). Today’s people suffering from coronary artery disease and cancer population increases by every year, and because of the rapidly changing global economic environment, the medical demanders requirements for medica

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吳政學. "Researchof IC Verification Service Quality、Customer Satisfaction and Customer Loyalty." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/63446652930337237332.

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碩士<br>中華大學<br>科技管理學系(所)<br>96<br>In the recent years IC design and production field is speeding and expanding, not only powered up the IC field, also created the relations between the related field developments. It directly connected the wafer foundry cooperation pattern, the internation position importance of this production, currently facing the international competition plus chasing a brighter and more colorful future for the alue of output. IC designers starts from shaping up the special case investigation, specification order and circuit diagram design, All the way throught the production

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HONG, SHANG-QI, and 洪上豈. "Restaurant service quality influence on customer satisfaction and customer loyalty." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/393yu3.

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碩士<br>逢甲大學<br>工業工程與系統管理學系<br>106<br>In recent years, people have demanded restaurants with good service, air-conditioning, and high cost-performance ratios, and mass merchandisers and hypermarkets have risen, allowing many people who come to the traditional market to consume or eat more food. Choice, even so, there are still many people who are accustomed to traditional markets to meet their needs. This paper is to explore how the service quality of the traditional catering industry in the traditional market influences the satisfaction and loyalty of the people's consumption, and what causes t

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Hung-Shang, Yen, and 顏宏陞. "Does Product Quality, Enterprise Image, Service Quality of Interactive Multimedia Service supplier effect Customer Satisfaction and Customer Loyalty?" Thesis, 2010. http://ndltd.ncl.edu.tw/handle/50839223728441520524.

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碩士<br>亞洲大學<br>經營管理學系碩士班<br>98<br>Nowadays, the vigorous development and the progress of telecommunication and network, also has caused a new multimedia service competition. How the consumers choose between cable television and Multimedia on Demand (MOD). In recent years, customer loyalty becomes the most important base for the enterprise, the study are focused on moderating effect of the enterprise size in the relationship linking enterprise image , satisfaction and customer loyalty. Also hope this study could have any value for the multimedia service suppliers. Data analysis is performed by A

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Wei, Shu-Ting, and 魏淑婷. "Information Quality of Report for Customer service." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/r6r6da.

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碩士<br>中原大學<br>資訊管理研究所<br>103<br>With the globalized expansion of the modern business, multinational corporations need to break the boundaries between different industries or geographic limits. It is very popular to make the vertical integration or horizontal integration. But how shall we make a successful integration to achieve the goal of maximum profit and sustainable business? The quality of information will inevitably play a key part. Literature review indicates that the most critical and difficult part for providing the excellent information is to establish the proper concept and technica

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周氏水. "The Relationship Between Service Quality and Customer." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/sh29s4.

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碩士<br>美和科技大學<br>企業管理系經營管理碩士班<br>103<br>In the context of globalization and international competition, every organization has to focus on customers in order to grow its business. Banking industry is not an exception. While banking products can be easily copied by the competitors, the key challenge to success in this industry is to achieve customer satisfaction with purpose of keeping the customer staying with the bank and not using services of the others. This has become a tough issue for bank management in Vietnam because the number of competitors has increased gradually over the past decade.

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Lai, Ming Shung, and 賴敏雄. "Customer perceptions service quality of Pharmacy Operations." Thesis, 1995. http://ndltd.ncl.edu.tw/handle/19983481553538625949.

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Hou, Ya-Hui, and 侯雅惠. "B2B Information Service Quality and Customer Satisfaction." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/75235803905232989679.

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碩士<br>國立中山大學<br>企業管理學系研究所<br>100<br>Electronic business covers the enterprise purchase and sale activities, collaboration between customers and partners, and inter-organizational electronic transactions. In the 21st century, the enterprise take Information Technology deeply to embed in each process (the Process Step), with the Internet technique that has become the indispensable kernel of competition in the business operations. After a number of semiconductor manufacturers participating in “RosettaNet For Semiconductor Contract Manufacturing B2B Integration Project”, it has been a necessary co

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Vandayar, Lalitha (Lynette). "Delivering service quality at Mediterranean Shipping Company." Thesis, 2005. http://hdl.handle.net/10413/9974.

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This study was conducted among clients of Mediterranean Shipping Company with three principal aims in mind. Firstly, adopt the appropriate measuring instrument to measure customer satisfaction levels within MSC, using the five SERVQUAL dimensions namely Tangibles, Reliability, Responsiveness, Assurance and Empathy. The second is to measure the levels of customer satisfaction within MSC and lastly to make recommendations towards improving the levels of service quality and ultimately begin implementing a customer orientated quality assurance programme within MSC. The results show that there are

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Bogomolova, Svetlana. "Do service quality scores follow predictable patterns?" 2005. http://arrow.unisa.edu.au:8081/1959.8/24988.

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This thesis establishes empirical generalisations in service quality perceptions. Specifically, it examines if service quality scores follow some predictable patterns seen in other types of perceptual data. The first research question explores how the time since consumers have experienced the service influences their service quality evaluations. The second research question examines how the number of service providers currently used by customers (sole versus multiple service providers) influences their service quality perceptions.<br>thesis (MBusiness-Research)--University of South Australia,

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Naidoo, K. Silas. "TSAMs' perception of service quality at DuPont." Thesis, 2007. http://hdl.handle.net/10321/2188.

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Submitted in partial fulfillment of the requirements for the Master's Degree in Technology: Business Administration, Durban University of Technology, Durban, 2007.<br>Organizations in the service sector had to make a radical shift in their strategy to embrace customer-centered philosophies in order to maintain a sustainable business. Without realignment to the new demands and with ever increasing pressures, a superlative customer service cannot be achieved. Companies are increasingly placing greater emphasis on customer satisfaction. Customers are becoming more and more sophisticated due

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Yeh, Jin-Yu, and 葉金玉. "A Study on The Service Quality, Customer Satisfaction, Customer Relationship and Customer Loyalty." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/27202067875095047747.

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碩士<br>逢甲大學<br>經營管理碩士在職專班<br>101<br>In recent years, due to rapid global economic changes and the uncertainty of the European debt crisis, Taiwan&;#39;s banking industry is facing considerable challenges. In order to response the global competitive environment, Taiwan&;#39;s government timely implement the relevant laws and regulations which include Financial Holdings Act, that makes the whole banking structural changes, including : oligopoly financial markets becoming an open market, a financial holding company set up, the invasion of multinational financial group, the signed of the ECFA, Chin

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鄭名凱. "Evaluating the Service Quality for Company B's Customer Service Center." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/95714291526049003731.

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Masitenyane, Lehlohonolo Amos. "Examining customer-supplier relationships: customer service quality in a precast concrete manufacturing company." Thesis, 2010. http://hdl.handle.net/10352/103.

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Thesis (M.Tech - Marketing, Faculty of Management Sciences)--Vaal University of Technology, 2010<br>This study provides a framework for customer-supplier relationships and service quality measurement in a precast concrete manufacturing firm with the use of the universally accepted SERVQUAL model. Within an increasingly competitive precast concrete market, customer satisfaction is a critical goal for manufacturers of all types. Customer-supplier relationships and service quality were therefore investigated in this study. A quantitative research approach was used in the study to analyse the da

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Lu, Kuo-Kuang, and 盧國光. "The Relationship Research Among Service Quality, Customer Satisfaction and Customer Loyalty." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/69538243000766691278.

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碩士<br>朝陽科技大學<br>工業工程與管理系碩士班<br>97<br>With the developing of broadband network, the Internet has become an important necessity in dairly life. FTTX has the advantage of high-speed transmission and good transmission quality. Internet service providers need to improve their service quality to meet the needs of customers in order to servive in the highly competive environment. This paper studied the key factors of Chunghwa Telecom FTTX Service Quality on the impact of Customer Satisfaction and Loyalty. Reliability Analysis, Factor Analysis, Analysis of Variance (ANOVA), Pearson’s Correlation Analy

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Chen, Yen-Chun, and 陳彥君. "Relationship among Service Quality,Switching Cost,Customer Knowledge and Customer Loyalty." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/02414305011890384620.

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碩士<br>國立臺北大學<br>企業管理學系碩士在職專班<br>98<br>Since macro environment has changed drastically in last few years, the fee income has become more value than the traditional interest income for the profiting of the banking industry in Taiwan. With the growing wealth in Pan Asia Pacific, reducing estate and gift tax rate by governments, the memorandum of cross-strait financial supervisory cooperation (MOU) signed by Taiwan and mainland China, as well as other bullish factors in 2009, all banks are optimistic about the expected wealth management business opportunities and enhance the wealth management bus

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CHIU, TSUNG-HUNG, and 邱宗弘. "A Study on the Service Quality, Customer Satisfaction and Customer Loyalty." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/85658964921458151973.

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碩士<br>國立屏東大學<br>國際貿易學系碩士班<br>103<br>In today’s competitive environment, the “service” has become a niche to create competitive advantage. Since service has the characteristics of invisibility, heterogeneity, and indivisibility, bank clerks have to face all kinds of customers’ needs. For banking, in order to maintain good relationships with customers to pursuit sustained competitive advantages, they need to provide more qualified services for customers to raise customers’ satisfactions. In order to raise customers’ loyalty, banks have to search new customers, maintaining lasting relationships w

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HUANG, HSIAO-CHI, and 黃曉琪. "The Relationships among Bank Service Quality, Customer Relationship and Customer Retention." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/07178154676220725242.

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碩士<br>輔仁大學<br>金融與國際企業學系金融碩士在職專班<br>104<br>With the liberalization of financial markets and innovation of information technological, banks not only encoanter strict competition within the industry but also face the pressure of transformation. In addition to provide clients customized financial products, there should be more immediate and convenient financial services to warm customers. Through the questionnaire analysis, the results show that: both the quality of banking services and customer relationship, have significant positive effect on customer retention. Besides, customer relationship ha

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KUO, PO-SHENG, and 郭柏陞. "Customer Selected Commercial Bank Relationship Between Customer Satisfaction and Service Quality." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/wkn3y5.

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碩士<br>正修科技大學<br>金融管理研究所<br>106<br>When choosing the banks, the factors considered by customers are different, such as: bank locations, convenience, security, service quality, bank incentives, etc.Based on above factors, this research will focus on how banks can respond to customer needs and provide customers with the most complete servicesto make them feel satisfied and even willing to interact with the bank for a long time. With a deep understanding of the interactions between customers and bankers and the factors customers will consider when choosing a bank, thekeywords will be used for the

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Nguyen, Thi Mai, and 阮氏梅. "Service Quality, Customer Satisfaction, Customer Loyalty of Internet Banking in Vietnam." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/sdk6ux.

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碩士<br>國立虎尾科技大學<br>企業管理系經營管理碩士班<br>105<br>At the present time, the Internet plays an important role in people’s daily lives, and it should be considered as a service delivery channel that provides and maintains the service quality. In particular, the convenience of banking through the Internet that not only allows cost reduction for customers but also provides a quick and efficient service. The key purpose of this study is to find out the impact of factors relating to the service quality on customer satisfaction, and to test the relationship between the effect of the Internet banking service, c

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Chen, Yu-Jen, and 陳禹任. "The Service Quality Gaps Discussion Smartphone Customer Expected Service and Perceived Service." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/46108771516088467403.

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碩士<br>東海大學<br>工業工程與經營資訊學系<br>102<br>In this study, PZB service quality gap applications in the smart phone industry. The company which have the higher sales profit is the target. Explore the higher sales profit company, its quality service gap are relatively small. So throught the customer before accepting smartphones, and after the use of smart phones, did they have different cognitive on the smartphones? Is the different association with brand? Is just customer subjective choice, not associated with the company? Use SAS70 to conduct research, which is IT industry are using. From smartphone v

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Yeh, Hua-Jung, and 葉華容. "A Study of Customer Relationship, Service Quality, and Customr Loyalty ─ e-Shopping." Thesis, 2001. http://ndltd.ncl.edu.tw/handle/07935687294690129017.

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碩士<br>東吳大學<br>企業管理學系<br>89<br>The concepts of customer relationship management（CRM） and customer loyalty（CL） have become the major themes in today’s marketing.In PZB’s opinion, service process quality（SPQ） is very important in building customer loyalty. On the other side, customer relationship（CR） is central to promoting service process quality.Therefore, the purpose of this study is to probe the relationship between customer relationship, service process quality, service quality， and customer loyalty. The findings are as follows: 1.CR can be categorized into three dimension: famili

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Sheng, Tsai Jui, and 蔡瑞聲. "The Relationship Among Service Quality,Customer Satisfaction And Customer Loyalty With Self-Service Gas Stations." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/66350165864268690892.

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碩士<br>國立中正大學<br>企業管理研究所<br>101<br>Since 1987, the Taiwanese government permitted setting up the private gas station, and the number of the gas station has been growing rapidly. However, the growth has progressed faster than the vehicle fuel consumption, which causes the average fuel supply of the gas station to decrease gradually. In this highly competitive market, understanding the consumer behavior and the technological innovation can ensure the gas station franchisee to become a leading enterprise. In 2006 Chinese Petroleum Corporation (CPC) started to launch credit card self-service gas st

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Lee, Chih-Chien, and 李知謙. "Influence Analysis of Service Quality to Customer Loyalty in Fintech Applying to Intelligent Customer Service." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/84fdh5.

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碩士<br>中原大學<br>企業管理研究所<br>106<br>The era of artificial intelligence (AI) has driven the rise of financial technology (FinTech). Many banks, such as CTBC Bank, E.SUN Bank and O-Bank, have begun to actively implement FinTech services and technologies. Bank lobby’s receptionist robot, online banking’s financial management robot, smart customer service robot, etc., are all examples of FinTech’s smart customer services. All the banks hope to provide the public with faster and more convenient services through FinTech, as well as to enhance service quality and its connotation, thereby increasing custo

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