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研究生:柯翰明
研究生(外文):Mohamed Magdy Asaad Abdelmeguid Elkarimy
論文名稱:國際比較研究:通過產品和服務質量用戶滿意
論文名稱(外文):Customer Satisfaction through Product & Service Quality: An International Comparison Study
指導教授:周德光周德光引用關係
指導教授(外文):Te-Kuang Chou
口試委員:張永佶王銘杰
口試委員(外文):Yung-Chi, ChangWang
口試日期:2016-01-11
學位類別:碩士
校院名稱:南臺科技大學
系所名稱:商管專業學院
學門:商業及管理學門
學類:其他商業及管理學類
論文種類:學術論文
論文出版年:2016
畢業學年度:104
語文別:英文
論文頁數:55
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It is obvious that customers are important stakeholders in organizations and their satisfaction is a priority to management. Customer satisfaction has been a subject of great interest to organizations and researchers alike. In recent years, organizations are obliged to render more services in addition to their offers. The quality of service has become an aspect of customer satisfaction. It has been proven by some researchers that service quality is related to customer satisfaction. Others used product quality to evaluate customer satisfaction. What about the relationship between customer satisfaction and service & product quality together, here we will measure customer satisfaction through quality and we did that research on Fong Kee International Machinery Co., Ltd. (FKI). Many service organizations have embraced relationship marketing with its focus on maximizing customer lifetime value. Recently, there has been considerable controversy about whether here is a link between customer satisfaction and retention. This research question is important to researchers who are attempting to understand how customers' assessments of services influence their subsequent behavior. Convenience technique was used to collect quantitative data from customers of Fong Kee International Machinery Co., Ltd. (FKI) to get their satisfaction levels and meaning of service & product quality.

The research finds that customers are highly satisfied with machine performance and friendliness of sales team while satisfied with machine software, stability, final product, overall machine appearance, also for service they were satisfied with responsiveness to inquiries, after sales service, technical Support but they were not satisfied with the availability of spare parts.



Keywords: Customer satisfaction, product quality and service quality.

It is obvious that customers are important stakeholders in organizations and their satisfaction is a priority to management. Customer satisfaction has been a subject of great interest to organizations and researchers alike. In recent years, organizations are obliged to render more services in addition to their offers. The quality of service has become an aspect of customer satisfaction. It has been proven by some researchers that service quality is related to customer satisfaction. Others used product quality to evaluate customer satisfaction. What about the relationship between customer satisfaction and service & product quality together, here we will measure customer satisfaction through quality and we did that research on Fong Kee International Machinery Co., Ltd. (FKI). Many service organizations have embraced relationship marketing with its focus on maximizing customer lifetime value. Recently, there has been considerable controversy about whether here is a link between customer satisfaction and retention. This research question is important to researchers who are attempting to understand how customers' assessments of services influence their subsequent behavior. Convenience technique was used to collect quantitative data from customers of Fong Kee International Machinery Co., Ltd. (FKI) to get their satisfaction levels and meaning of service & product quality.

The research finds that customers are highly satisfied with machine performance and friendliness of sales team while satisfied with machine software, stability, final product, overall machine appearance, also for service they were satisfied with responsiveness to inquiries, after sales service, technical Support but they were not satisfied with the availability of spare parts.



Keywords: Customer satisfaction, product quality and service quality.

ABSTRACT i
ACKNOWLEDGMENTS II
TABLE OF CONTENTS III
LIST OF TABLES IV
LIST OF FIGURES V
CHAPTER 1 INTRODUCTION 1
1.1 Introductory Background 1
1.2 Reasons for researching in this area 4
1.3 The Purpose of this Study 5
1.4 Research Question 5
1.5 Research Design 5
CHAPTER 2 LITERATURE REVIEW 7
2.1 Customer satisfaction 7
2.2 Product Quality 11
2.3 Service Quality 16
2.4 Research Expectations 20
2.5 Research Framework 21
CHAPTER 3 METHODOLOGY 22
3.1 Questionnaire Design 22
3.2.1Measurement for Product Quality 22
3.2.2 Measurement for Service Quality 23
3.2.3 Personal Questions 23
3.3 Data Collection Method 24
3.4 Data Analysis Method 24
3.4.1 Descriptive Statistics Analysis 24
3.4.2 Reliability Analysis 24
3.4.4 Analysis of Variance (ANOVA) 25
CHAPTER 4 DATA ANALYSIS & RESULTS 26
4.1 Structure Analysis 26
4.2 Descriptive Analysis 28
4.3 Reliability Analysis 34
4.4 ANOVA Analysis 35
CHAPTER 5 CONCLUSION 38
5.1 Research Conclusion 38
5.2 Research Limitations 39
5.3 Research Recommendations 40
References 41
Appendix Questionnaire 44

LIST OF TABLES

Table 2.1: Summery of Expectations 20
Table 3.1: Questions of Product 22
Table 3.2: Questions of Service 23
Table 3.3: Questions of Information 23
Table 4.1: Location 26
Table 4.2: Position 27
Table 4.3: Experience 27
Table 4.4: Descriptive Statistics 28
Table 4.5: Reliability Statistics 34
Table 4.6: Correlation Matrix 34
Table 4.7: Item-Total Statistics 35
Table 4.8: Homogeneity of Variances 35
Table 4.9: ANOVA 35
Table 4.10: Multiple Comparisons 36
Table 5.1: Research Findings 38

LIST OF FIGURES

Figure 1.1: Research design 6
Figure 2.1: Framework 21
Figure 4.1: Location 26
Figure 4.2: Position 27
Figure 4.3: Years of Experience 28
Figure 4.4: Performance 29
Figure 4.5: Software 29
Figure 4.6: Stability 30
Figure 4.7: Final Product 30
Figure 4.8: Overall Appearance 31
Figure 4.9: Friendliness 31
Figure 4.10: Responsiveness 32
Figure 4.11: After Sales 32
Figure 4.12: Technical Support 33
Figure 4.13: Availability of Spare parts 33
Figure 4.14: Mean Plots 37


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