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Please use this identifier to cite or link to this item: http://ntour.ntou.edu.tw:8080/ir/handle/987654321/26025

Title: AN EXPLORATORY INVESTIGATION OF SEVICES ATTRIBUTES AND CUSTOMER IN BENEFITS AS DHTERMINANTS OF FINANCIAL PERFORMANCE
Authors: Chiung-Ju Liang;Weng-Hung Wang
Contributors: NTOU:Department of Shipping and Transportation Management
國立臺灣海洋大學:航運管理學系
Date: 2008
Issue Date: 2011-10-20T08:33:30Z
Publisher: 2008 ACME/FBD Conference
proceedings of the Annual Meeting of the Association of collegiate Marketing Educators(2008)
Abstract: Abstract:With the increased of the Balanced Scorecard, this study develops and empirically tests a model examining the relations among customer perspective (product attribute, benefit, customer satisfaction, trust, commitment and customer behavioral loyalth) and financial perspective (financial performance). Based on a sample collected from PC school, the largest information education services institute in Taiwan, it appears that customer perspective does have positively significant effects on financial performance, which is proposed by the BSC (Balanced Scorecard) and SPC (Service Profit Chain). Besides, the findings suggest that customers purchase information education services with different benefits, all of which come with specific attributes, hence result in different levels of customer satisfaction and behavioral sequence, and which is important in reinforcing customer's repurchase intentions and corporate financial performance.
URI: http://ntour.ntou.edu.tw/handle/987654321/26025
Appears in Collections:[航運管理學系] 期刊論文

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