Dissertations / Theses: 'Post-purchase satisfaction'

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Mouri, Nacef. "A CONSUMER-BASED ASSESSMENT OF ALLIANCE PERFORMANCE: AN EXAMINATION OF CONSUMER VALUE, SATISFACTION AND POST-PURCHASE BEHAVIOR." Doctoral diss., University of Central Florida, 2005. http://digital.library.ucf.edu/cdm/ref/collection/ETD/id/2326.

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Strategic alliances have become a recognized strategy used by firms in the pursuit of their diverse organizational objectives. Consequently, the literature on alliances is replete with research investigating the value strategic alliances generate for participating organizations. Strategic alliances have been shown to contribute to firm value through numerous sources, including scale economies, effective risk management, cost efficient market entries, and learning from partners. Largely overlooked in the literature however, are issues investigating the relationship between strategic alliances and one of the organization's most important constituents, the consumer. Questions such as how the consumer reacts to inter-firm alliances, how strategic alliances impact consumer value, satisfaction, and customer post-purchase behavior have yet to be answered. This lacuna has been recently highlighted by prominent researchers in the discipline (Rindfleisch and Moorman 2003). Focusing on marketing alliances, the present dissertation attempts to address this gap in the alliance literature by advancing and testing a theoretical framework examining consumers' cognitive, affective, and behavioral reactions to organizational strategic alliances. The dissertation also contributes to the satisfaction literature. Scholars in this area have traditionally viewed satisfaction as a cognitive response to the comparison of actual consumption experiences with some comparison standard (confirmation/disconfirmation paradigm). Recently however, there have been increasing calls for satisfaction measures to capture not just how the customer thinks the product performed relative to the comparison standard, but also the resulting customer emotion. The study provides additional support of an affective route to customer satisfaction, particularly when customer hedonic value is enhanced. Moreover, the association between customer satisfaction and behavioral outcomes is also examined. While prior research shows that satisfaction is positively related to loyalty and word of mouth and negatively related to intentions to switch, it was found that these relationships are even stronger in the presence of alliances. The results of this dissertation provide important theoretical and managerial insights. The strategic alliance literature is enhanced insofar as this is the first effort aimed at investigating the impact of strategic alliances on the consumer. The study examines the relationship between marketing alliances and customer value, particularly utilitarian and hedonic value, as well as the moderating role of alliance type (functional or symbolic) in this relationship. From a managerial perspective, engaging in strategic alliances is strategically critical and costly. By providing insight into how alliances enhance consumer value, and how in turn value enhancement is related to customer satisfaction and behavioral outcomes, the present research will help managers make more appropriate and better-informed alliance decisions.
Ph.D.
Department of Marketing
Business Administration
Business Administration: Ph.D.

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Hoang, Vinh. "Swedish tourists’ perceptions, satisfactions and behavioral intentions toward Thailand Destination. A study based on the post-purchase stage." Thesis, Mälardalens högskola, Akademin för ekonomi, samhälle och teknik, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-25305.

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To explore the destination images of Thailand as a tourist destination from the point of view of Swedish Generation X tourists in Västerås by examining their satisfaction/dissatisfaction and behavioral intentions after traveling to Thailand. To test the theoretical DI formation and interrelationships of those components. A qualitative research approach with in-depth interviews to collect empirical date derived from respondents’ first-hand experiences. Destination Image Theory was used as a background and Content Analysis Approach was used to analyze data. Thailand was perceived positive and negative by Swedish generation X tourists in Västerås. They were satisfied with their stay at Thailand. After traveling to Thailand, most of them would like to revisit Thailand, but few of them want to travel to new destination. All of them are willing to tell friends or relatives about their experiences in Thailand.

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Jaafar, Siti Nurafifah. "The relationships between food quality, service quality, perceived value-for-money, desires-congruence and self-congruence on consumer satisfaction and in turn lead to behavioural intentions and consumers' post-purchase attitude in the restaurant industry." Thesis, University of Surrey, 2010. http://epubs.surrey.ac.uk/800042/.

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Liao, Ying-Chun, and 廖尹駿. "A Study of the Influence among Product Knowledge, Hesitation, post-Purchase Satisfaction, and post-Purchase Regret - A Case Study of Smartphone." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/ewafu4.

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碩士
真理大學
企業管理學系碩士班
103
According to the complicated, considerate and various functions of products, the consumer preference, product knowledge and hesitation may influence the result of post-purchase evaluation. But there is less previous research making discussion on the direct effect from consumer preference, product knowledge and hesitation to post-purchase satisfaction. Thus this research focuses on exploring the impact of consumer preference, product knowledge, hesitation to satisfaction and the influence of satisfaction on post-purchase regret. This study conducts experiment method to demonstrate the information of product, manipulate the post-purchase regret (high/low) from word of mouth and then measure these observation variables. The results show that the higher consumer preference cases higher satisfaction and the lower post-purchase regret. The higher product knowledge cases higher satisfaction and the higher hesitation lead to lower satisfaction. If the customer feels more satisfied then he will fell less post-purchase regret. Finally, in order to increase customer satisfaction of post-purchase, the marketing manager can provide sufficient product information for the customer to increase consumer preference, product knowledge and decrease the hesitation.

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Kao, Huan-Yu, and 高奐宇. "After Impulse Buying: The Effects of Post-Purchase Justification on Consumer Satisfaction." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/51043564177876720763.

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碩士
國立交通大學
管理科學系所
95
This study investigates the consumer satisfaction after impulse buying. Reason provided is the main factor used to investigate the relationship. We also study related factors which may influence the association: mood prior to purchase and tendency to regret. The paper observes this issue in a cognitive dissonance perspective and focuses the observation on the internet environment. We use mood-manipulated pictures and impulse-stimulated scenario to conduct the experiment. The results showed that sufficient numbers of reason provided was an important role which influenced consumer satisfaction after impulse buying. There was no significant relationship between mood prior to purchase and satisfaction. Mood prior to purchase did not moderate the interrelationship between reason provided and satisfaction. However, tendency to regret moderate the relationship between reason provided and satisfaction. The numbers of reason provided have different meanings for people with a high tendency to regret and with a low tendency to regret.

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CHEN, WEI-HSIN, and 陳維新. "The Research of Boxing Gym Service Quilty , Satisfaction and Post-Purchase Behavior." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/325v5y.

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碩士
朝陽科技大學
休閒事業管理系
106
The purpose of this study was to investigate the relationship between service quality, satisfaction and post-consumer behavior of boxing gyms members.For achieving research goals, questionnaire inquisition with scale of service quality, satisfaction, and post-purchase behavior were applied, aiming at members of boxing gyms in Taipei, New Taipei City, Taoyuan and Taichung City. There were 372 valid questionnaires collected. Research data were examined by descriptive statistics, t-tests, single factor variable analysis, and multiple regression analysis. The results were presented as below: Most members of the boxing gym were male, years 21 to 40, unmarried, with bachelor degree or above, engage in business services; their income was among NT 30,000 to 50,000 each month. Furthermore, they were joined because friends introducing or information from the internet.The average value of service quality and satisfaction was above level “agreement” , but the value of post-consumer behavior was between level “no opinion” and “agreement”, indicating that there was room for boxing gym to improve. The relationships among service quality, satisfaction and post-consumption behavior of boxing gyms was significant different.The reliability of service quality was the most explanatory factor to satisfaction, and the other order was tangible, caring and authentic. The reliability of service quality was the most explanatory factor to post-consumer behavior, and the others are authentic and tangible. Satisfaction was most explained by the venue facilities for post-consumer behavior, followed by price, safety and hygiene. The conclusions were that the boxing gyms should open up the market for women and public officials, and conduct systematic staff training to understand the post-consumer behavior of members from daily interactions.To improve the members' post-consumer behavior, box gyms could make marketing plans such as theme activities, or increase the number of practice days to raise members loyalty. In order to operate for a long time, the boxing gyms needed to set a reasonable price, maintain a safe and healthy consumption environment, and indeed recognize the post-consumer behavior of members.

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Liao, Wei-Hsin, and 廖為新. "The Effects of Disconfirmation and Post-purchase Word-of-Mouth on Customer Satisfaction." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/79967789187634547610.

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碩士
國立交通大學
管理科學系所
95
This research examined the effects of disconfirmation and post-purchase word-of-mouth (WOM) on customer satisfaction. Disconfirmation, the customers’ subjective perceived discrepancy between expectations and performance, has been confirmed in much previous research to have a positive influence on satisfaction. Post-purchase WOM in this research was defined as the WOM which consumers received after a purchase. This research used an experimental situation of hostel service to evaluate the effect of disconfirmation again and then examined whether customers would change their satisfaction evaluations after being exposed to post-purchase WOM. The results revealed that positively disconfirmed participants have the highest satisfaction followed by confirmed participants, and then negatively disconfirmed participants who have the lowest satisfaction. Post-purchase WOM did influence customer satisfaction and further, disconfirmation moderated its effect on satisfaction. Post-purchase WOM did not significantly influence satisfaction in negative disconfirmation. When experiencing positive disconfirmation, participants who received WOMCP, which indicated that others’ perceived product performance was consistent with theirs, after a purchase had higher satisfaction than those who had not received any WOM. On the contrary, when experiencing positive disconfirmation, participants who received WOMAP, which indicated that others’ perceived product performance was better than theirs, after a purchase had lower satisfaction than those who had not received any WOM. Moreover, in zero disconfirmation, both participants who received WOMCP and WOMAP after a purchase felt more satisfied than those who had not received any WOM. Finally, according to the results, the author provided some explanations and suggestions for marketers.

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Liu, Dian-Ke, and 劉典科. "Public’s Involvement,Experiential Marketing,Satisfaction and Post-Purchase Behavior in Mobile Healthcare Participation." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/95512677994655451006.

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碩士
國立中正大學
企業管理研究所
102
Thanks to the advancement of high technology, the wireless medical information system has been recognized as one of the most beneficial tools that improves medical benefits. The “mobile healthcare” in Chiayi County has been providing medical services to over 100 thousand people for almost a decade. The pioneering “mobile healthcare” do not only provide basic medical care but also implement various health screening at policy level. Nevertheless, mobile healthcare is a life-saving business, as well as one of the medical brands of the public sector; subsequently the public usually has high expectations and legal requests for it. In this study, the academic research is adopted to discuss the general situation of the public’s reviews of mobile healthcare, satisfaction after experiencing the services and the public’s post-behavior. It is expected that the research results can help improve the overall mobile healthcare and health screening projects. Questionnaire survey was carried out in this research and data analysis methods such as descriptive statistics, reliability analysis, factor analysis, correlation analysis and regression analysis were employed to analyse the total 457 valid samples. The summary of the results are: i.The analysis of demographic variables suggests that except for gender, there are significant discrepancies in other variables such as age, education, occupation, place of residence, personal income, the number of attendance times, items of participating and the patient’s escort’s research perspectives. ii.The results of correlation analysis show that there are significant relations between involvement and experiential marketing, satisfaction and post-behavior. iii.According to the regression analysis, the results represent that the “attraction” of involvement has notable effects on experiential marketing, which also has significant effects on some of the perspectives in experiential marketing, such as satisfaction and post-behavior. satisfaction also affect “loyalty” of post-behavior noticeably.

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Tenchavez, Francis Simon G., and 涂志聖. "Customer Satisfaction and Post-purchase Behavior The Case of Starbucks Coffee in the Philippines." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/91488194017037013294.

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碩士
南台科技大學
企業管理系
98
Starbucks is one of the most successful coffee chain stores in the world. This paper would like to study the Filipino consumers’ satisfaction levels with Starbucks’ products, service, image, and surroundings, and find out whether there is a relationship between their satisfaction levels and post-purchase behavior, namely, word of mouth, loyalty, and repurchase. This study involves a survey comprised of four parts; the customer’s expectations, the customer’s perception, the post-purchase behavior, and the demographics. There were 200 respondents in this study coming from five different cities in the capital of the Philippines. The surveys were carried while the customers were inside the Starbucks coffee shops. The data was analyzed by using reliability analysis, Paired-sample T-test, Factor Analysis, and Pearson Correlation. The results of this study were then used to formulate recommendations on how to improve the service of Starbucks. The results show that in the products section the variables with the big gap between expectations and perceptions are “freshness” and “quality”. Starbucks should try to improve the quality of their products and how they are being served to the customers. In terms of Service, the variable that has the biggest gap is “customer service”. This means that Starbucks must try to do more in serving their customers in order to compete better with other competitor coffee shops. Customer service is significantly related to word of mouth and repurchase intention, which means that the better perceived customer service the more likely to tell others about a good experience in Starbucks, and be more willing to try out Starbucks’ other products. In terms of Starbucks’ Surroundings, there are three variables with big gap between customer expectations and perceptions. The first one is with unique experience. The results of Pearson Correlation show that the more unique the customer experienced the more likely to go to Starbucks again and the more likely to tell other people about a good experience in Starbucks. The second variable is “clean and organized surroundings”. This variable has a strong correlation with the customers’ word of mouth and trying other products. Thus, to improve this area, Starbucks might have to make sure that once customers leave the table, some baristas are there ready to clean the table and arrange the chairs for the next customers. This is important especially during peak hours when there are a lot of customers. The last variable is “quiet”. In the Philippines, many students and office workers go to Starbucks to study or have meetings. Given this, Starbucks might want to have a quiet zone in their shops so those people who want to study or have a meeting can have a quiet place.

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Hsieh, Yi-Chieh, and 謝宜潔. "A Study of the Customer Satisfaction and Post-purchase Behavior on Tienwei Highway Garden." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/95752028811881481354.

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Delgado, Cláudia Pereira. "Chanel or Channel: the motivations behind the purchase of counterfeit luxury fashion goods and the post-purchase satisfaction with the same." Master's thesis, 2016. http://hdl.handle.net/10071/13154.

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JEL Classification System: M10 – Business Administration: General M30 – Marketing and Advertising: General
For every kind of high value product, there will always be counterfeits and if even Rembrandt paintings could not escape of such action 400 hundreds years ago, high end fashion certainly cannot nowadays. There have always been counterfeits in fashion, however, due to the technological evolution and the actual fast pace of fashion, counterfeits are more rife than ever before. Reproducing a genuine fashion product has a great impact for luxury fashion brands. Such impact is not only regarding sales but mainly because of brand equity dilution and reputation. Therefore, there is a serious concern about fighting counterfeiting -there are laws against it and brands have already developed mechanisms to find falsifications of their own goods. However, as long as there is demand, there will be counterfeits and, consequently, it is crucial to understand the motivations behind such purchases to decrease the mentioned demand. Hence, the aim of the present thesis is to understand the motivations behind the purchase of luxury fashion counterfeits and the post-consumption satisfaction with the same. To accomplish such goal, an exploratory qualitative research was applied where consumers, fashion designers and marketing professionals were interviewed to gain new insights regarding the mentioned topic as well as how it differs from the purchase the original good. The achieved results demonstrated that the purchase of counterfeits is both due to extrinsic and intrinsic motivations. Although, the extrinsic motivations are very similar to the ones behind the purchase of the original product, intrinsic motivations differ mainly due to hedonic reasons. The expectations regarding counterfeits are usually low which make them easier to exceed comparing to originals’ expectations.
O principio é unanimo- para qualquer item de natureza valiosa, haverá sempre um contrafeito. E se nem os quadros de Rembrandt resistiram a tal ato há 400 anos atrás, a moda de luxo também não sai ilesa atualmente. Aliás, de forma mais assertiva, a realidade é que sempre houve falsificações na moda, contudo, devido ao avanço tecnológico e ao seu atual ritmo, o problema nunca foi tão grave. A reprodução de uma peça genuína apresenta um grande impacto para as marcas de moda de luxo. Tal impacto é não só relativo às vendas mais também, e principalmente, à detioração do capital e da reputação das mesmas. Consequentemente, existe uma grande preocupação no combate à contrafação – não só existem leis contra esta, como também as marcas já criaram mecanismos para localizarem contrafeitos dos seus próprios bens. Contudo, enquanto houver procura, haverá oferta, sendo assim é crucial compreender as motivações de compra de produtos contrafeitos de forma a diminuir a sua procura. Por conseguinte, o objetivo da presente tese é identificar as motivações que levam à compra de produtos contrafeitos tal como a satisfação pós compra. Para alcançar o objetivo mencionado uma pesquisa exploratória e qualitativa foi aplicada. Nesta, consumidores, designers de moda e fashion marketers foram entrevistados com o intuito de compreender o tópico já mencionada e tal como este difere da compra do produto de luxo original. Os resultados obtidos demostram que a compra de contrafeitos é devido a motivações intrínsecas e extrínsecas. Apesar das motivações extrínsecas encontradas serem bastante semelhantes às encontradas na compra do produto original, o mesmo já não se sucede com as motivações intrínsecas. Relativamente às expectativas na compra de um produto contrafeito, estas são usualmente bastante baixas. Consequentemente são mais fáceis de exceder comparando com as expectativas de um produto original.

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Peng, Yu-Ting, and 彭鈺婷. "A Study of Service Quality, Customer Satisfaction, and Switching Barrier on Consumers' Post-Purchase Behavior." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/65497191713529988403.

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Hui-Chen, Tseng, and 曾惠甄. "A Study On Service Quality, Customer Satisfaction and Post-purchase Behavior of ETC in Taiwan Freeway." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/31066896849773284938.

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碩士
中華大學
經營管理研究所
95
Taiwan’s ETC started in February 10, 2006. Then there were so much negative critic about ETC so that people don’t intend to use it. Up to May 2007, there were only 310,000 ETC users, ETC group needs a lot of hard-works if the goal which most of freeway users will use ETC in 2010 is to be reached. The ETC is a regulated business, there are many constraints to increases of its users. This study was aimed to investigate factors influencing post-purchase behavior and their relations among service quality, post-purchase behavior and customer satisfaction and to find the solutions to ease some constraints. This study focused on individual ETC users and non-ETC users using survey method. Total 496 valid questionnaires (i.e. 255 from ETC users and 241 from non-ETC users) were collected. In data analysis, the statistics methods such as Paired-Samples t Test、Factor Analysis、Cluster Analysis、Correlation Analysis、Regression Analysis、Path Analysis、Chi-Square Test、One-way ANOVA and Draw a Service Property were used. The findings and results of this study are as follows： 1. Partial significantly difference between the expectation and awareness on service quality of ETC. 2. Positive relationship reflected by service quality vs. overall customer satisfaction and post-purchase satisfaction and post-purchase satisfaction. 3. Partial significantly difference between ETC user and non-ETC users service quality of ETC. 4. Factors such as education levels, vehicle classifications user, user types have significantly difference on service quality, overall customer satisfaction and post-purchase satisfaction. 5. About potential users of ETC in future, this study shows that the users, who care less about quality, take advice from relatives or friends, and others users, who care about quality, pay attention or actual benefit such as “saving traffic time” or “saving gasoline consumption”.

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Meng, Shiang-Min, and 孟祥民. "The Relationships among Cruise Image, Perceived Value, Satisfaction, and Post-Purchase Behavioral Intention of Taiwanese Tourists." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/75010389050019620500.

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博士
國立臺灣海洋大學
航運管理學系
99
Abstract Cruises have played a significant role in tourism over the past decades and the image of the cruise has been demonstrated to have an important influence on choice of resort mode. In an attempt to understand the motivations of the tourist, in this study we have undertaken a review of previous studies in order to generate a conceptual framework of cruise image, perceived value, satisfaction, and post-purchase behavioral intention. This research describes the concept of the mental responses of tourists, together with methodological and statistical procedures for measuring tourist motivation in order to provide the reader with an overall picture of this phenomenon. Delphi and SEM methods were applied to the formulation of the questionnaire and to the data analysis used to examine these factors. Tourists traveling on Star Cruises were asked to complete a questionnaire survey and the results of the 906 questionnaires thus obtained were used to explore the relationships among cruise image, perceived value, satisfaction and post-purchase behavioral intention. The results show that cruise image has a positive effect on the tourist’s perception of value and satisfaction. In addition, the cruise image does not play a significant role in post-purchase behavioral intention. Perceived value influences tourist satisfaction in a positive manner. Both perceived value and satisfaction are positively influence the post-purchase behavioral intention of tourists. The empirical findings suggest that perceived value and satisfaction along with cruise image play a mediating role in explaining post-purchase behavioral intention. Keywords: Cruise image, perceived value, satisfaction, post-purchase behavioral intention, Delphi method, Structural Equation Modeling.

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Chang, Yu-Ho, and 張鈺禾. "The Research of the Relationship between Experiential Marketing, Brand Image, Customer Value, Customer Satisfaction and Post-Purchase Behavior." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/32384227795113903030.

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碩士
嶺東科技大學
國際企業研究所
94
Abstract Witnessing the unceasingly changing customer requirements, all enterprises without exception have been trying to attract consumers by conducting different marketing strategies. Being one of the marketing concepts used in different industries extensively in recent years, the Experiential Marketing aims to use marketing techniques, such as the variety and differentiation of facilities and cordial service, to enhance or increase the customer value, brand image and customer satisfaction directly. Reviewing past literature, there is yet adequate practical research in either domestic or international reference. Hence the reason the motives for this paper were aroused. The purpose of this paper is to construct and estimate the pattern of how experiential marketing relates to customers’ post-purchase behavior. This paper took the customers of hot spring hotels in Taiwan’s central area as sample, using questionnaires and convenience sampling methods. Six hundred questionnaires in total were delivered, with four hundred and thirty eight valid ones collected. SPSS statistics software was mainly used to complete the descriptive statistics anaysis, reliability analysis, validity analysis, exploratory factor analysis, T-test and One way Anova. Upon structural analysis, factors Experiential Marketing, Brand Image, Customer Value, Customer Satisfaction, Post-Purchase Behavior were took as latent variables. in order to verify again the adaptability of each scale and the cause-effect relationship between different factors, AMOS 5 statistics software was chosen to run Structural equation model (SEM) to complete confirmatory factor analysis and cause-effect analysis. The results conclude: 1. the executing of experiential marketing helps enhance customer value, brand image and customer satisfaction significantly. 2. Brand image, customer value and customer satisfaction help enhance customers’ post-purchase behavior significantly. 3. brand image, Customer value and customer satisfaction play a mediator between experiential marketing and post-purchase behavior.

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Yu, Chuan Feng, and 余全豐. "A research on the relationship between instant lottery ticket purchasers' customer value, customer satisfaction, and post-purchase behavior." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/01387261990728623477.

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碩士
嶺東科技大學
高階主管企管碩士在職專班
98
This thesis, “A research on the relationship between instant lottery ticket purchasers' customer value, customer satisfaction, and post-purchase behavior”, adopts questionnaire interview, which was conducted with convenience sampling. Six hundred (600) questionnaires were distributed, and four hundred and twenty nine (429) valid copies were collected. This survey mainly adopted SPSS statistical program to process analytical methods and techniques, such as descriptive statistical analysis, reliability analysis, validity analysis, exploratory factor analysis, T-test, ANOVA, regression analysis, and more. The above analyses will help understand instant lottery ticket purchasers' customer value, customer satisfaction, and post-purchase behavior, which can serve as a future reference for lottery vendors and dealers about their business operation. The quantitative analysis reveals that (1) there is a significant correlation between "customer value", "customer satisfaction", and "post-purchase behavior"; (2) "customer value" has a positive effect on "customer satisfaction"; (3)"customer value" has a positive effect on "post-purchase behavior"; (4) "customer satisfaction" has a positive effect on "post-purchase behavior". These indicate that there is a significant positive effect within instant lottery ticket purchasers' customer value, customer satisfaction, and post-purchase behavior. Basing on the findings, lottery vendors are suggested to enhance customer value and satisfaction by providing good service and maintaining customer relationship. In this way, benefits and profits will be expected.

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Lin, Kuo-Feng, and 林國豐. "The Influence of Consumer''s Product Knowledge on ante-Purchase Decision and post-Purchase Satisfaction for Smart Phone — The Examples of iPhone and HTC." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/44177234775897604647.

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碩士
淡江大學
國際商學碩士在職專班
99
Multi-function and smart phone has become mainstream and been increased dramatically in mobile phone market. It’s curious that if consumers’ knowledge of smart phone will affect the purchase? This research will focus and try to understand if the consumers’ knowledge of smart phone affects the purchase will and the actual satisfactions after purchase: 1. Current status of different population statistics on knowledge of smart phone purchase key factors and satisfactions after purchase.2.How importance of Price, looks and functions of smart phone in consumers’ purchase? Is there any correlation between purchase key factors and satisfactions after purchase?3.The influence of different population statistics on purchase key factors and satisfactions after purchase.4.If the level of consumers’ knowledge on smart phone affect the purchase key factors and satisfactions after purchase? This research use questionnaires on internet, sampling from consumers who purchase iPHONE or HTC Android Phone. Then use SPSS 14.0 for windows to do the analysis from 293 effective questionnaires. After analysis, this research provides 8 conclusions as below: 1.Different background consumers prefer different smart phones.2.The purchase key factors of smart phone are service and functions.3.Looks and functions of smart phone has higher satisfactions after purchase.4.There are obvious preferences in price and functions from consumers who chose different smart phones.5.There are obvious satisfactions after purchase from consumers who chose different smart phones. 6.Consumers’ knowledge of smart phone has obvious impact on purchase key factors: service and functions.7.Consumers’ knowledge of smart phone has obvious impact on satisfactions of service and functions. 8. Purchase key factors has obvious impact on satisfactions.

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WU, KELLY, and 吳凱瑛. "A Study of Lifestyle Segmentation on Service Quality, Satisfaction, Switch Barriers and Customers’ Post-Purchase Behavior: Neural Network Analysis." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/82182115667890326503.

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碩士
國立嘉義大學
行銷與流通管理研究所
94
In the automobile industry the after-service has been more popular and more important. Many companies put a lot of effort on after-service more than sell the products, because the profits have mainly come from the after-service. Therefore, the main concern of all the automobile dealers is how to manage the relationships with customers well to maintain the stability of the profits. This study investigated the relationship on lifestyle segmentation between service quality, customer satisfaction, switching barrier, and customers’ post-purchase in neural network analysis and individual interviews. The results showed the dimensions of service quality, the interaction quality was the most important one, especially in employee’s attitude and their behavior. The space design and the stomsphere is more important than social fator of physical environment. The waiting time is the most important factor in outcome quality. Service quality was positively influence on customer satisfaction significantly. However, the post-purchase showed no difference. In the lifestyle segmentation, the result showed it can defined into 4 gorups (the Pinch pennies, the family oriented, the risk oriented and the healthy oriented). The switching barrier was including perceived switching cost, interpersonal relationships, and attractives. The result showed the Pinch pennies and Family oriented perception of interpersonal relationships, the Pinch pennies perception of perceived switching cost, and the Family oriented perception of attractives were significant. In the customer characteristic, the family income to the Pinch pennies and the age to the Family oriented were significant. And others customer charateristic showed no difference.

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洪乙心. "A Study on Store Image, Service Quality, Customer Satisfaction, and Post-purchase Behavior of Dance Supplies Shops in Taipei." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/99167975335186368340.

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Cheng, Min-chung, and 鄭閔中. "A Study on the Relationships between Recreational Facilities Satisfaction and Tourists’ Post-purchase Behavior of Wei Chuan Pushin Ranch." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/39127356413530263269.

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碩士
國立臺灣師範大學
運動與休閒管理研究所在職碩士班
95
Among with economical fast growth and life qualities improved which lead to a large increase in the number of leisure population. In 2001, the government stated the policy ‘Two Day-off per week’ that increases the leisure opportunities. Wei Chuan Foods Corporation set up the first privately cow ranch, Wei Chuan Pushin Ranch, and started to develop husbandry of milk.Wei Chuan Pushin Ranch became a business of providing accommodation and services for tourists.This study, applied the questionnaire, Wei Chuan Pushin Ranch Recreational Facilities satisfaction and Tourists’ Post-purchase Behavioral Questionnaire, to investigate the tourists who had visted during May 1st to May 8th in 2006. After analysis of the data that we collected, the major results were summarized as follows: 1.The tourists’ population descriptive statistical analysis found that the tourists who come to Wei Chuan Pushin Ranch mostly is female, married and have children, college degree, live in north area in Taiwan, personal income about $NT 30,000-50,000 per month. 2.The mean score of totally recreational facilities satisfaction is 3.65. Wei Chuan Pushin Ranch should enforce at Ranch atmosphere built. The recreational facilities not only the hardware improvement, we should focus in emphasize the internal software performance. 3.The mean score of tourists’ post-purchase behavior is 3.38. The two factors of post purchase behavior, “Pay more” & “Transfer”, get the lower score shows that tourists could not endure Wei Chuan Pushin Ranch raising ticket price and tourists toward to new traveling locations. 4.The hypothesis testing results were showed as follows: A.There were significant differences between the variables of tourists’ population statistics and the satisfaction of recreational facilities. B.There were significant differences between the variables of tourists’ population statistics and the tourists’ post-purchase behavior. C.There were significant differences between the satisfaction of recreational facilities and the tourists’ post-purchase behavior. D.There were significant correlation between the satisfaction of recreational facilities and the tourists’ post-purchase behavior. This research result showed that ‘Indoors Facility’, ‘Outdoors Amusement Facility’ and ‘Animal Shed Facility’, these three major facilities of satisfaction obvious is low, its facility establishment should perform to examine. Moreover, in Tourist’s Post-purchase Behavior, we found that how to create an niche marketing strategy to keep the customers. After so Wei Chuan Pushin Ranch can effective improve tourist facility degree of satisfaction and promote the customer loyalty.

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Yu, Tsan-Shun, and 于贊舜. "The influence of different degrees of service recovery on satisfaction and post purchase behavior - comparing high with low involvement level." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/77918324331358783834.

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碩士
國立交通大學
管理科學系所
98
Because of the service variability, service providers can hardly provide exceptional service quality for consumers; service failure is inevitable during the service deliver process, so timely and appropriate service recovery becomes very important. Many studies have confirmed that different levels of service recovery may influence consumer satisfaction and post purchase behavior, and poor recovery will cause consumer become more dissatisfied. The purpose of this study is to exam the effects of different levels of service recovery on consumer satisfaction and post purchase behavior, adding in consumer involvement level to compare high with low involvement consumers’ reaction. study also exams whether service paradox exists in two consumers. Our study finds that after service failure and poor recovery, high involvement consumers become more dissatisfied than low involvement consumers; they require highest degree of service recovery to restore to the previous satisfaction level. However, for the low involvement consumer, providing moderate degree of service recovery can achieve the same effect. Beside, study finds that recovery paradox occurred only in low involvement consumer after high level of recovery.

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22

Pei-Lin, Hsu, and 許佩琳. "The Influence of Price Promotion， Post－Purchase Dissonance and Customer Satisfaction on Repurchase Intention by International Well－Known Luxury Handbag." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/42937042905553119310.

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碩士
大葉大學
國際企業管理學系碩士班
98
The purpose of this study is to explore the relation among price promotion, post-purchase dissonance, customer satisfaction and repurchase intention. We used convenience sampling for research method, and returned the 421 valid questionnaires in total (valid return rates of 84.20%) from those consumers who had bought the well- known luxury handbag. This research adopted SPSS and AMOS statistical Software and the li-near structural relation model to test the verification of the research hypothesis. The results showed that (1) price promotion do not have positive significantly influence on post-purchase dissonance; (2) post-purchase dissonance have negative significantly influence on customer satisfaction; (3) customer satisfaction have positive significantly influence on repurchase intention; (4) post-purchase dissonance do not have negative significantly influence on repurchase intention; furthermore (5) customer satisfaction do not have mediating role in the relationship between post-purchase dissonance and repurchase intention.

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Chao-mu-wen and 趙慕文. "The Relationship among Cruise Image, Tourist Involvement, Cruise Satisfaction, and Post-Purchase Intention- Empirical Study of Star Cruises on Taiwanese tourists." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/x34m9b.

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碩士
開南大學
觀光運輸學院碩士在職專班
102
Cruises have played a significant role in tourism advances over the past decade and the image of the cruise has been demonstrated to have an important influence on choice of resort mode. In an attempt to understand the motivations of the tourist, in this study we have undertaken a review of previous studies in order to generate a conceptual image of the cruise in terms of tourist involvement, cruise satisfaction, and post-purchase intention. This research describes the concept of the mental behavior of tourists, together with methodological and statistical procedures for measuring tourist motivation in order to provide the reader with an overall picture of this phenomenon. SEM methods were applied to the formulation of the questionnaire and to the data analysis used to examine these factors. Of the major cruises services deployed in the Asia-Pacific region Star Cruises was chosen as the subject of this study. This paper generates a conceptual framework of cruise image, tourist involvement, cruise satisfaction, and post-purchase intention. The SEM method was applied to the formulation of the questionnaire and to the data analysis used to examine these factors. Tourists traveling on Star Cruises were asked to complete a questionnaire survey and the results of the 137 questionnaires thus obtained were used to explore the relationships among cruise image, tourist involvement, cruise satisfaction, and post-purchase intention. The results show that cruise image has a positive effect on the tourist involvement and cruise satisfaction. In addition, the cruise image does not play a significant role in post-purchase intention. Tourist involvement influences cruise satisfaction in a positive manner. Both tourist involvement and cruise satisfaction are positively influence the post-purchase intention on Taiwanese tourists. The empirical findings suggest that tourist involvement and cruise satisfaction along with cruise image play a mediating role in explaining post-purchase intention. Keywords: Cruise image, tourist involvement, cruise satisfaction, post-purchase intention

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Lin, Chiu-Hui, and 林秋慧. "The Relationship Research among Service Quality、Customer Satisfaction and Post-purchase Behavioral Intentions of ADSL-A Case Study of Subscribers in Taichung Area." Thesis, 2003. http://ndltd.ncl.edu.tw/handle/e5txwf.

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碩士
朝陽科技大學
企業管理系碩士班
91
Abstract The monopoly status of telecommunication market in Taiwan has been kept for a long time. However, situation is no longer existing since March 2000 after the government release the obstacles for the 4 new comers, which apparently not only creates the new competitive era but also lead local people to the broadband net society. Doubtlessly, broadband will gradually substitute for dial-up system to reach a new milestone because it has closely connected with our living, learning as well as business behavior. It is the management homework for telecommunication owner to upgrade quality service / customer satisfaction and to propose marketing strategy in order to attract client’s attention. We are going to study the behavioral intentions, once clients keep positive intention, they will advertise and continue contacting with said company. Therefore, if anyone who can forecast the customer behavioral intentions that means he will control the future opportunity. This paper research the key factors of ADSL service quality, and customer satisfaction followed with her successive relationship. This research targeted with the ADSL individual users in Taichung , total 400 questionnaires by random base, and 236 valid questionnaires are collected. In terms of data analysis, the factor analysis is used to extract three dimensions of service quality, and could be rename them as “Reliable Concern”, “Instant Response” and “Practical Function”. Secondly, to assume by One-way ANOVA, Scheff’s method, Pearson’s r and Multiple Regression. Finally, we reward the service character evaluation picture with “Important-Performance Analysis” to offer the guidance towards telecommunication management for strategy and action guiding. This research has got following result: 1.There is significantly difference between the customer emphasis and satisfaction toward service quality. 2.In demography, marital status, age, occupation have significantly difference with various dimensions of service quality; different age has difference with overall customer satisfaction and post-purchase behavioral intentions. 3.Three dimensions of service quality has significantly influence on overall customer satisfaction 4.Positive relationship reflected by customer satisfaction and loyalty. 5.Positive relationship reflected by the dimensions of service quality and loyalty. Key Words: Service Quality, Customer Satisfaction, Post-purchase Behavioral Intentions, ADSL

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SU, KUAN-LUN, and 蘇冠綸. "Relationship Among Corporate Image, Service Quality,Customer Satisfaction, And Customer Loyalty-Using Post-Purchase Service of New House in Pingtung as An Example." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/27904199789148730583.

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碩士
國立屏東大學
不動產經營學系碩士班
103
This paper aims to analyze the relationship between corporate image, service quality, satisfaction and loyalty-a case study of Pingtung new house after-sales service, based on the previous literature and statistics tables of real estate developers application for construction in Pingtung from 100 to 102 as the respondents, as well as the collection of 120 valid questionnaire filled by house purchasers, it focuses on the discussion of whether the aforementioned aspect has relevance impact via SEM (Structural Equation Modeling). Empirical results showed that: (1) there is a significant impact between corporate image and after-sales service quality; (2) the corporate image has no significant impact on satisfaction; (3) the feel of after-sales quality has significant impact on satisfaction; (4) the buyer's satisfaction and loyalty has significant influence.

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Tsai, Chun-Mei, and 蔡春梅. "A Study on the Relationships among Medical Cosmetic Image, Perceived Value, Customer Satisfaction, and Post-purchase Behavioral Intentions–Example of a Medical Cosmetology Group in Southern Taiwan." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/759zyt.

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碩士
義守大學
醫務管理學系
105
Purpose: People''s desire for beauty has increased day by day. The industry of aesthetic medicine uses every kind of marketing methods to increase the consumption. This study takes the concept of consumer behavior as a theory to verify the relationship between Medical Cosmetic Image (MCI), Perceived Value (PV), Customer Satisfaction (CS) and Purchase Behavior Intention (PBI). Method: This research is a cross sectional study. The target population included customers who have joined the treatment or purchased the beauty products in three years of the industry association of aesthetic medicine in southern region. Convenience samples of size 350 are distributed. The total returned questionnaire number is 312, 5 invalid questionnaires were removed and retained effective questionnaire of size 307. The effective rate reported 88%.The software of SPSS20 and SEM were used to analyze the deta in order to understand the relationship between the variables. Resut: The results showed that MCI is positively related to PV (β=0.855,t=15.07***)； MCI is positively related to CS (β=0.269, t =4.24***)；MCI is positively related to PBI (β=0.225, t =2.73**)； PV is positively related to CS (β=0.617, t =9.98 ***)； PV is positively related to PBI (β=0.617, t =9.98 ***)； CS is positively related to PBI (β=0.275, t=2.85**). Conclusion: This study confirms that MCI is the predictor variable of all variables. Compared with MCI and CS, PV has a stronger effect on PBI. Thus, the industry of aesthetic medicine should shapes clearer, positive value to attract consumers to improve their choice of purchase. Based on the results of the study, the researchers provided the industry association of aesthetic medicine in the marketing strategy on the practical recommendations.

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GI-YI, LEE, and 李祈逸. "A Research on the Relationship among Service Quality, Relationship Quality, Customer Satisfaction, and Post-Purchase Behavior Intentions for the Women’s Underwear Industry-An Example of Taiwan Wacoal’s Customers in Taipei Area." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/51432030171577075317.

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Nkululeko, Fuyane. "The influence of consumer personal values on airline choice within the South African domestic market." Thesis, 2020. http://hdl.handle.net/10500/27363.

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Airline choice is of interest to both airline product development and marketing personnel and academics. While most of the studies airline choice/service quality only identify airlines service attributes essential to customers, this study employed personal values to extend and provide the reasons why airline service attributes are not or essential to passengers. Personal values are presented in the literature as the ultimate life goals individuals seek to attain in all aspects of their lives; hence, guide their behaviour. Based on this, the main objective of this study was to examine and identify the consumer (passenger) personal values that underpin the evaluation of airline service attributes used to choose an airline within the South African domestic passenger market. To achieve this objective, together with the secondary objectives, a quantitative descripto-explanatory research design was employed to guide data collection and analysis. A sample of 324 respondents was selected using a hybrid technique of convenience, and snowball sampling techniques and data were collected using both an online and hardcopy questionnaire. Data obtained were sorted and cleaned for analysis using the Statistical Product and Service Solutions (SPSS 26) and the Analysis of a Moment Structures (AMOS Version 26) software. Exploratory factor analysis (EFA) was conducted to assess factor structures of observed variables and identify latent constructs. The factorability of portrait value questionnaire (PVQ) items was determined using the confirmatory factor analysis (CFA). Hypotheses were tested using the backward multiple regression analysis, Whitney-Mann test, Spearman correlation and hierarchical regression with Hayes’ Process Macro. The study identified five of Schwartz’s 19 refined values as significantly influencing the evaluation and prioritisation of airline service attributes. A state of indifference among customers was found when the impact of airline service attributes was tested, with only onboard services found to significantly influence post-purchase outcomes such as satisfaction, loyalty and repeat purchase behaviour. It was also found that passengers did not distinguish between low-cost and full-service carriers. Income only moderated the influence of stimulation and self-direction thought values on airline service attributes while marketing communications effort was found to have a direct than a moderating role. In the main, these findings bring a novel and rich way of explaining airline choice through personal values. The results are essential for airline market segmentation, positioning and the development of airline products or features that match passenger desired life goals (personal values) which are touted as a guide to their choice behaviour.
Ukuqoka inkampani yezindiza ozoyisebenzisa kumayelana nokuthuthukisa umkhiqizo nabasebenzi bokumaketha kanye nabacwaningi. Phezu kokuba ukucwaninga ngezindiza nokuqokwa kwazo/ ikhwalithi yesevisi kukhomba kuphela izimfanelo zesevisi ezibalulekile kumakhasimende, lolu cwaningo lumbandakanye okungamagugu abantu ukunweba nokuletha izizathu zokuthi kungani izimfanelo zesevisi zenkampani yezindiza zingabalulekile noma zibalulekile kubagibeli. Okungamagugu abantu kwethulwe ngemibhalo kwaba ngamaphupho ekusasa ahlonzwayo ezimpilweni, ngakho,ebe eqondisa indlela yokuziphatha kwabo. Kuncike kulokhu, eyona nhlosongqangi yalolu cwaningo kwaku wukuhlola nokuhlonza okungamagugu omuntu ongumthengi (umgibeli) ukusekela ukuhlolwa kwezimfanelo zesevisi ezisetshenziswa ukukhetha inkampani yezindiza azoyisebenzisa ezimakethe zalezi ezihambela ngaphakathi eNingizimu Afrika. Ukufezekisa le nhlosongqangi kanye nezinye izizathu zocwaningo, idizayini yokucwaningo ye’quantitative descripto-explanatory’ isetshenziswe ukuqokelela idatha nokuhlaziya ulwazi. Isampula yababambe iqhaza abangama-324 ikhethiwe kusetshenziswa i hybrid technique of convenience, kanye nendlela yesampula yemihlathi eyazanayo (snowball sampling), kanti idatha iqoqwe ngakho kokubili, ‘online’ namaphepha anemibuzo ebuzelwa ukuthola okuthile. Idatha etholakele ihlukanisiwe yenzelwa ukuhlaziyeka kahle kusetshenziswa iStatistical Product neService Solutions (SPSS 26) kanye ne-Analysis of a Moment Structures (AMOS Version 26) software. I-Exploratory factor analysis (EFA) yenziwe ukuze kuhlolwe ukuthi izakhiwo eziyizimiso ukuqaphela okuguqukayo kwabuye kwaqashelwa ne-identify latent constructs. I- factorability yeportrait value questionnaire (PVQ) izinto zanqunywa kusetshenziswa iconfirmatory factor analysis (CFA). Umbono ube usuhlolwa kusetshenziswa ibackward multiple regression analysis, Whitney-Mann test, Spearman correlation ne hierarchical regression ene Hayes’ Process Macro. Lolu cwaningo lube nezinkomba ezinhlanu zika’Schwartz’s 19’ ezingamagugu acwengisisiwe abe nomthelela wazo ethonyeni lokuhlola nokubeka phambili kwezinkampani zezindiza izimfanelo zesevisi. Kutholwe isimo sokunganaki kubagibeli uma kuhlolwa izimfanelo zesevisi yenkampani yezindiza, kuphela nje isevisi yangaphakathi endizeni ithathwa njengebaluleke kakhulu enomthelela emiphumeleni yokuthenga kamuva okubalwa kukho ukwaneliseka kwabagibeli, ukwethembeka nokuphinda kuthengwe amanye ngokuzayo. Kutholakele ukuthi abagibeli abakwazanga ukwahlukanisa phakathi kosizo olusezingeni eliphansi nalolo olusezingeni eliphezulu. Inzuzo ibe nomthelela kuphela ekukhuthazeni isiqondiso ngasinye ngokwamagugu okuziphatha ezinsizeni zesevisi yenkampani yezindiza ngakolunye uhlangothi ezokuxhumana kwezezimakethe kuyimizamo etholakele kube neqondile kuneqhaza elisezingeni elilinganayo. Ngokwesidingo, lokhu okutholakele kwethula indlela entsha ecebileyokuchaza ukuqokwa kwezinkampani zezindiza ezisethenziswa abantu abawuhlobo oluthile. Imiphumela ibalulekile emakethe yezinkampani zezindiza ukuze kwahlukaniswe, kubekwe endaweni, kuthuthukiswe imikhiqizo yezinkampani zezindiza noma izinto ezithandwa abagibeli nezidingo zabo zempilo okuyizona eziwumhlahlandlela wokuqoka inkampani abazoyisebenzisa
Business Management
D. Com. (Business Management)

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Dissertations / Theses on the topic 'Post-purchase satisfaction'

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