臺灣博碩士論文加值系統

近年，許多公司都在思考如何提升它們的顧客滿意度及服務管理標準。現在，顧客關係管理已急速普遍於商業公司裡，因為客戶數量對於商業發展來說極為重要。

同樣地，烏蘭巴托香格里拉酒店是亞洲最著名的飯店之一，他們也更新了自己的服務標準管理。假使公司的顧客關係管理優於其競爭對手，將可以大大幫助公司的業務銷量、市場行銷及其生意。
此份研究架構是以蒙古烏蘭巴托香格里拉酒店為基準，因為我曾於該公司擔任三年的客戶服務部主管。它們總部設於香港，是相當國際化的一間公司。

透過這項研究調查得知結果是正向的。公司租戶都相當滿意。而此項假設是根據本研究的目標和之前詳細的文獻綜述形成和撰寫的。收集來的數據使用以下技術進行與調查:「描述性統計分析，可靠性和有效性測試，相關分析和回歸分析」，以確保分析結果是精準的。本研究架構基於烏蘭巴托香格里拉酒店。

In recently years, the companies are always thinking about how to improve their customers satisfaction and service management standard. In the present time, customer relationship management has been rapidly risening in the business company, because the quantity of customers is exactly important of business development. Also, Shangri-La Hotel LLC is one of the most famous hotels in Asia. Therefore, Shangri-La company has moderate service standard management. If the company customer relationship management is better than its competitive companies, it can be the best support for the company sales, marketing and business. By this research survey result was positive. The company tenants all exactly satisfy. The hypotheses are formed and developed according to the objectives of this study and previous elaborate literature review. The collected data are conducted and investigated by the following techniques-descriptive statistical analysis, reliability and validity tests, correlation analysis, and regression analysis-to make sure results of the analysis are rigor. This research framework is based on Shangri-La Ulaanbaatar LLC.

Chinese abstract……………………………………………………………….…i
Abstract……………………………………………………………….…….…...ii
Acknowledgements…………………………………………………………….iii
Table of Contents………………………………………………………………iv
List of tables……………………………………………………………...…….vi
Lists of figures…………………………………………………………..…….vii
Chapter 1 Introduction
1.1 Research Introduction and Motivation……………………………………..1
1.2 Research Questions and Purpose …………...…………………………..….3
1.3 Research guideline………………………………...………………………..4
Chapter 2 Literature Review
2.1 Service Management…………………………………………………….…5
2.2 Customer Satisfaction…………………………………………………..….9
2.3 Development of research hypotheses………………………………..….…11
Chapter 3 Research design and methodolgy
3.1 The perspective model…………………………...………………...………12
3.2 Research hypotheses…………………………………………………...…..13
3.3 Research method…………………………………………………………...13
3.4 Measures and definition of variables……………………………………....14
3.5 Samples and data collection………………………………………….…….16
3.6 Data analysis method………………………………………………………17
3.6.1 Data coding and input……………………………………………………17
3.6.2 Regression Anaysis…………………………………………...………….17
Chapter 4 Data Analysis and Results
4.1 Samples descriptive statistical Analysis……………………...……………18
4.1.1 Data Collection……………………………………………...…………...18
4.1.2 Characteristics of respondents……………………………...……………18
4.2 Measurement results for relevant research variables………………………20
4.3 Factor analysis and reliability tests………………………………………...23
4.3.1 Service satisfaction…………………………………………………..…..23
4.4 Correlation Analysis…………………………………………………….....26
4.5 Relationships among research variables…………………………………...28
4.5.1 ANOVA analysis………………………………………………………...28
4.5.2 Regression analysis of service satisfaction………………………………33
Chapter 5 Conclusion……………………………………………………..……35
References………………………………………………………………...……36
Appendix I Questionnaire ( English version )…………………..……..………39
Appendix II Questionnaire ( Mongolian version ) ………………………..…..42
Extended Abstract……………………………………………………………..44

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