The Impact of Service Quality on Customer Satisfaction and Loyalty in Tianjin Port
- Alternative Title
- 천진항에 있어서 서비스품질이 고객만족 및 충성도에 미치는 영향 : 컨테이너 운송업자들의 견해를 중심으로
- Abstract
- This research examined a model that seeks to explain the customer satisfaction and loyalty in Tianjin Port. Using data collected from a survey of container carriers who are using Tianjin Port now, the paper tested the relationships among the constructs in the model; namely, service quality, switching cost and customer satisfaction, and customer loyalty. In general, container carriers show a slight high customer loyalty in Tianjin Port according to the responses of a survey. The researcher distributed 167 questionnaires among the respondents. Collected data were analyzed by using the SPSS and AMOS. The findings of this research indicate that customer satisfaction is the major factor affecting the customer loyalty, followed by switching cost. The results confirm that service quality has a positive influence on customer satisfaction; customer satisfaction and switching cost have positive influence on customer loyalty. The theoretical and practical implications of the finding on customer satisfaction and loyalty for Tianjin Port are discussed.
- Issued Date
- 2008
- Awarded Date
- 2008. 2
- Type
- Dissertation
- Keyword
- Customer Satisfaction Customer Loyalty Service Quality Switching Cost Tianjin Port Structural Equation Modeling
- Publisher
- 부경대학교 대학원
- Affiliation
- 부경대학교 대학원
- Department
- 대학원 국제통상물류학과
- Advisor
- 하명신
- Table Of Contents
- LIST OF TABLES = VII
LIST OF FIGURES = VIII
CHAPTER 1 INTRODUCTION = 1
1.1 Research Background = 1
1.2 Research Objectives = 3
1.3 Research Procedure = 4
CHAPTER 2 LITERATURE REVIEW = 7
2.1 Customer Satisfaction = 7
2.1.1 Research of Customer Satisfaction = 7
2.1.2 The Importance of Customer Satisfaction = 14
2.1.3 Determinants of Customer Satisfaction = 17
2.2 Customer Loyalty = 22
2.2.1 Research of Customer Loyalty = 22
2.2.2 The Measurement of Loyalty = 24
2.3 Service Quality = 26
2.3.1 Research of Service Quality = 26
2.3.2 The Measurement and Evaluation of Service Quality = 30
2.4 Relationships among Customer Satisfaction, Customer Loyalty and Service Quality = 39
2.5 Switching Cost = 41
2.5.1 Research of Switching Cost = 41
2.5.2 Measurement of Switching Cost = 43
2.5.3 Relationship between Customer Loyalty and Switching Cost = 48
CHAPTER 3 RESEARCH METHOD = 50
3.1 Operational Definition of Variables and Measurement for Port = 50
3.2 Research Model = 54
3.3 Research Hypotheses = 55
3.4 Questionnaire Design = 58
3.5 Sample Selection = 58
3.6 Data Collection = 58
3.7 Statistical Analysis Method = 59
3.7.1 Research Method = 59
3.7.2 Statistic Analysis = 60
CHAPTER 4 RESULTS OF ANALYSIS = 66
4.1 Fundamental Relate Statistics Analysis of Sampling = 66
4.2 Results of Analysis = 69
4.2.1 Validity and Reliability Analysis = 69
4.2.2 Factor Analysis = 72
4.2.3 Correlation Analysis = 76
4.3 Structural Equation Modeling = 77
4.4 Results of Hypotheses Test = 81
CHAPTER 5 CONCLUSIONS AND SUGGESTIONS = 84
5.1 Research Finding = 84
5.2 Implications for Managers = 86
5.3 Conclusions = 88
5.4 Suggestions for Future Research = 88
5.5 Research Limitations = 89
REFERENCE = 90
APPENDIX = 95
- Degree
- Master
- Appears in Collections:
- 대학원 > 국제통상물류학과-FTA비즈니스전공
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