| dc.description.abstract | The system integration industry commenced since 1980. During the initial period, it made huge profits because of the growing economic development of Taiwan, and its entrance to growth stage. However, as it went to the maturity stage and due to the Internet Bubble burst, customers have reduced their budgets which make the whole industrial environment more difficult than the past.
In such a disadvantaged and keen-competing environment, enhancing service quality to meet customers’ needs and increasing customer loyalty becomes the most competitive edge which system integration suppliers are seeking for.
Among them, “service quality” is an important factor. The research adopted the “dimensions of service quality” model (Parasuraman, Zeithaml and Berry ,1988) and spread from the five dimensions: Reliability, Responsiveness, Assurance, Empathy and Tangibles to evaluate the influence on customer satisfaction and customer loyalty. The research discussed their correlation by Regression Analysis and LISREL Analysis. In addition, using analysis of variance and t-test to see if different customers’ backgrounds might result in difference service quality, customer satisfaction and customer loyalty provide a reference to the industry.
The research indicates that service quality has an influence on customer satisfaction which also has an influence on customer loyalty. However, not every service quality dimension would affect customer satisfaction and customer loyalty. Just Reliability to customer satisfaction and Empathy to customer loyalty are obviously correlated in system integration industry. The rest dimensions have no correlation. Therefore, the research gives a valued reference to system integration suppliers on service quality improvement.
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