How to Improve Service Quality And Customer satisfaction in Hosiery Industry in Taiwan Presenter： Emma Ting

Instructor： Dr. Teresa HsuDate： 2015/06/29

Content

•Introduction

•Literature Review

•Methodology

Variable

Service quality

Variable

Customer satisfaction

Introduction

•Research Background

•Statement of the Problem

•The Purpose of the Study

•Research Questions

Definition of Terms

• Free Trade Association (FTA)

• Importance-Performance Analysis(IPA)

Research Background

In Taiwan, the declining Hosiery Industries have been suffering the troubles on the lack of employees, the old machinery equipment and the high customs duties.

Statement of the Problem

The customs duties of Taiwan is between 10 to 19 percent without signing the trade agreement of Free Trade Association (FTA) than zero customs duties in the US and Korea.

The Purpose of the Study

To investigate the relationship of service quality and customer satisfaction on promoting income in the hosiery industry

Research Questions

• 1、How to improve service quality ?

• 2、How to improve customer satisfaction ?

• 3、What are the relationship between

service quality and customer satisfaction?

Literature Review

• The key of becoming a successful company was service quality represented the importance of service performance. (Parasuraman et al, 1985)

Literature Review

• The way of enhancing service quality to satisfy customers’ various demands was essential.

(Heskett, 1987; Hampton, 1993;Addis & Holbrook, 2001)

Methodology

•Participants

•Questionnaire

•Instruments

•Importance-Performance Analysis(IPA)

Participants(1) Hosiery Industries(2) Shetou Township(3) Customers 、 Staff (4) Distribute questionnaire(5)150 data

Questionnaire

• (TIME): 15 MINUTES• (Location)： Shetou Township• (DATE):20150901-20150930• (ITEMS)： 30

Instruments

Instruments

• Based on a Likert 5 point scale (1 through 5, going from very low, low, middle, high, and very high,) to measure the effect of the components indicated and to evaluate the perception about the degree of Service quality and customer satisfaction.

IPA

I Concentrate here • Products and service, which showed

low performance in this quadrant, are very important to customers. Thus, retailers have to strengthen products and service in this quadrant.

II Keep up the good work

• For customers, products and service are high satisfaction and high importance. Thus, retailers need to maintain products and service in this quadrant.

III Low Priority• Retailers provide products and

service with low performance and customers show low importance in this quarter. Thus, retailers do not have to concentrate on this quadrant.

IV Possible Overkill• For customers, products and service

show high performance; however, customers do not pay attention to products and service in this quarter. Thus, retailers have to shift their concentration on other quadrant.

Thank you

Follow your own course, and let people talk.