臺灣博碩士論文加值系統

This study is conducted to test the relationship between service quality elements in adjusted SERVQUAL model (replace “empathy” by “accuracy”) and customer satisfaction with the service of registration and inspection for vehicles in Hung Yen province. Quantitative method is used, and the main analyses are descriptive statistics, reliability test of measurement scale, exploratory factor analysis, correlation analysis, multi-regression analysis, and analysis of variances. The results reveal four factors that influence customer satisfaction with the service; they are (1) reliability, (2) responsiveness, (3) assurance, and (4) accuracy. Tangibles do not have influence on customer satisfaction in this case. Among the four influential factors, only responsiveness has negative impact, the most important factor is accuracy, followed by reliability and assurance. Besides, the results show that the demographic variables like age, type of vehicle, manufacturing year, and education make mean difference between groups. Finally, the research figures out the research contribution, suggestions, limitations, and recommendation for further study.

This study is conducted to test the relationship between service quality elements in adjusted SERVQUAL model (replace “empathy” by “accuracy”) and customer satisfaction with the service of registration and inspection for vehicles in Hung Yen province. Quantitative method is used, and the main analyses are descriptive statistics, reliability test of measurement scale, exploratory factor analysis, correlation analysis, multi-regression analysis, and analysis of variances. The results reveal four factors that influence customer satisfaction with the service; they are (1) reliability, (2) responsiveness, (3) assurance, and (4) accuracy. Tangibles do not have influence on customer satisfaction in this case. Among the four influential factors, only responsiveness has negative impact, the most important factor is accuracy, followed by reliability and assurance. Besides, the results show that the demographic variables like age, type of vehicle, manufacturing year, and education make mean difference between groups. Finally, the research figures out the research contribution, suggestions, limitations, and recommendation for further study.

Abstract .............................................................................................................................. i
Acknowledgements .......................................................................................................... ii
Table of Contents ............................................................................................................ iii
List of Tables .................................................................................................................. vii
List of Figures ................................................................................................................... x
CHAPTER 1 INTRODUCTION ...................................................................................... 1
1.1 Research background ................................................................................................. 1
1.2 Research motives ....................................................................................................... 4
1.3 Research purposes ..................................................................................................... 6
1.4 Research procedure..................................................................................................... 6
CHAPTER 2 LITERATURE REVIEW ........................................................................... 9
2.1 Services and the characteristics of services ................................................................ 9
2.1.1 Services .............................................................................................................. 9
2.1.2 The characteristics of services ......................................................................... 10
2.2 Service quality and measurement of service quality ................................................ 12
2.3 Customer satisfaction ............................................................................................... 15
2.4 The relationship between accuracy and customer satisfaction ................................. 15
2.5 The relationship between service quality and customer satisfaction ........................ 16
2.6 The research models of service quality and customer satisfaction ........................... 17
2.6.1 SERVQUAL model ......................................................................................... 17
2.6.2 American customer satisfaction index ............................................................. 18
CHAPTER 3 RESEARCH METHOD ........................................................................... 21
iv
3.1 Research design ........................................................................................................ 21
3.1.1 Face-to-face discussion with experts in vehicle registration about the factors influencing customer satisfaction with the service ......................................................... 21
3.1.2 Group discussion for formal questionnaire ..................................................... 21
3.2 Research framework ................................................................................................. 23
3.3 Research hypotheses ................................................................................................. 24
3.4 Selection of measurement scale and sampling method ............................................ 27
3.4.1 Selection of measurement scale for the observed variables ............................ 27
3.4.2 Sampling method ............................................................................................. 27
3.5 Method of data analysis ............................................................................................ 28
3.5.1 Descriptive statistics ........................................................................................ 29
3.5.2 Testing reliability of the measurement scale ................................................... 29
3.5.3 Exploratory Factor Analysis ............................................................................ 29
3.5.4 Factor labeling and adjustment of the research model .................................... 30
3.5.5 Regression analysis ......................................................................................... 30
3.5.6 Testing the fit of the model.............................................................................. 30
3.5.7 Testing research hypotheses ............................................................................ 32
CHAPTER 4 RESEARCH RESULTS ........................................................................... 33
4.1 Descriptive statistics ................................................................................................. 33
4.1.1 Sample description by demographic variables ................................................ 33
4.1.2 The results of the survey responses ................................................................. 34
4.2 Testing the reliability of the measurement scale ...................................................... 35
4.3 Exploratory Factor Analysis ..................................................................................... 37
4.3.1 Exploratory Factor Analysis for the independent variables ............................ 37
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4.3.2 Exploratory Factor Analysis for the dependent variable ................................. 38
4.4 Correlation analysis .................................................................................................. 40
4.5 Regression analysis .................................................................................................. 41
4.5.1 Results of the regression analysis by using the Enter method ......................... 41
4.5.2 Testing the fit of the model.............................................................................. 42
4.5.3 Testing research hypotheses ............................................................................ 46
4.6 Testing mean difference between groups. ................................................................ 48
4.6.1 Testing mean difference between groups by gender ....................................... 49
4.6.2 Testing mean difference between groups by age ............................................ 50
4.6.3 Testing mean difference between groups by education .................................. 54
4.6.4 Testing mean difference between groups by type of vehicle .......................... 58
4.6.5 Testing mean difference between groups by manufacturing year ................... 62
4.7 Discussion of the research results ............................................................................. 66
CHAPTER 5 CONCLUSIONS AND SUGGESTIONS ................................................ 69
5.1 Conclusions .............................................................................................................. 69
5.2 Suggestions from the research results ...................................................................... 69
5.2.1 Suggestions for improving the factor “accuracy”............................................ 71
5.2.2 Suggestions for improving the factor “reliability” .......................................... 71
5.2.3 Suggestions for improving the factor “assurance” .......................................... 71
5.3 Evaluation of the research model ............................................................................. 72 5.4 Implications of the research ...................................................................................... 72
5.5 Limitations of the research ....................................................................................... 72 5.6 Suggestions for further study .................................................................................... 73
References ...................................................................................................................... 75
vi
Appendix ........................................................................................................................ 85

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