A Study of Customer Relationship Marketing  Quality and Outcome Of Car Repairment and Maintenance

ASIAIR > College of Management > Department of International Business > Theses & dissertations > Item 310904400/3020

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Title:	A Study of Customer Relationship Marketing Quality and Outcome Of Car Repairment and Maintenance
Authors:	hsieh jui cheng
Contributors:	Department of International Business
Keywords:	Car Repairment and Maintenance, Relationship Marketing, Relaitonship Quality, Relationship Outcome, Repair Reques
Date:	2007
Issue Date:	2009-11-16 11:33:45 (UTC+0)
Publisher:	Asia University
Abstract:	Client?s requestments are met during the products using process such as automobiles. They need repairment and maintenance after-sale. Delivery of high service quality to customers offers firms an opportunity to differentiate themselves in competitive markets. Therefore, high service quality results in customer satisfaction, greater willingness to recommend to someone else, reduction in customer complaints, and improved customer retention rates. There?s providing good services can establish long-term relationship with custmers. Not only service but relationship marketing are popular methods in service research. In this paper, customer relationship marketing, quality and outcome of car repairment and maintence is the subject. The results of this study will contribute to the service staff in the relationship marketing strategy development and the relationship quality raisement. This research indicates: (1) " Reliability " and "satisfaction" for consumers to the relationship marketing issues; the clients? occupations of the industry and business are viewer than the other in relationship orient and reliability; (2) The more relationship and reliability are the more willing to back to repair workshop in the future; (3) The interaction quality and reliability are raised between automobil service staffs and custmers;(4)The high income earners and education composition are willing to spend more time to repair; it should be a target customer group to strengthen the old clients? recoming rate; (5)As the better relationship marketing is actived, the satisfaction and reliability to the repair technology are met, custmers will be higher willing to come to repair workshop.
Appears in Collections:	[Department of International Business] Theses & dissertations

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