The research on the relationship among service innovation, normative evaluation, service quality and customer satisfaction - A case study of Taiwan Car-Rental Carrier

Ming Tien Tsai, Li Min Chuang, Chien Cheng Chen, Hsin Ming Chao

研究成果: Article同行評審

3 引文 斯高帕斯(Scopus)

摘要

The main purpose of this study is to examine the relationships among service innovation, normative evaluation, service quality and customer satisfaction. A survey approach is used to collect empirical data from customers of Taiwan Car-Rental Carrier industry. This study had analyzed 275 effective questionnaires and had used factor analysis, reliability analysis, validity analysis and structural equation modeling (SEM) to validate the structure of this study. The results are as follows: (1) The service innovation had positive influence on normative evaluation; (2) The service innovation had positive influence on service quality; (3) The service innovation had positive influence on customer satisfaction; (4) The normative evaluation had positive influence on service quality; (5) The normative evaluation had positive influence on customer satisfaction; (6) The service quality had positive influence on customer satisfaction; (7) The service innovation had positive influence on customer satisfaction by the mediating effects of service quality; (8) The normative evaluation also had positive influence on customer satisfaction by the mediating effects of service quality. Finally, this study discussed managerial implications according to the research results, and offered some suggestions for future studies.

原文English
頁(從 - 到)207-227
頁數21
期刊Journal of Quality
17
發行號3
出版狀態Published - 2010

All Science Journal Classification (ASJC) codes

  • 安全、風險、可靠性和品質
  • 管理科學與經營研究

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