professor: charlie trappey team member: 9631533 王培凌 9631523 李侃紋 9631512...
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Check Fun, is it fun? The customer satisfaction of Check Fun. Professor: Charlie Trappey Team member: 9631533 王培凌 9631523 李侃紋 9631512 洪雅涵 9631531 危芷燕. Agenda. Introduction Literature Review Hypothesis Research Method The Questionnaires Results & Discussion. - PowerPoint PPT PresentationTRANSCRIPT
1. Introduction
2. Literature Review
3. Hypothesis
4. Research Method
5. The Questionnaires
6. Results & Discussion
• Date: 2007 August
• The first store: NTNU branch in Taipei
• Service: Rent Box
Japan Boxes Shop
Hong Kong Checker Depot
格仔鋪
China King Box
• The main concept is “share rent”It costs you only $1358-$1858 to rent a box
Surrounding by many new competitors
How can Check Fun beat them?
How can Check Fun win customer loyalty?
• Perceived performance is defined as beliefs regarding the products attributes, levels of attributes, or outcomes. ( Calotte, Woodruff, and Jenkins 1987)
• Performance as a direct antecedent of satisfaction (e.g, Oliver 1980; Oliver and DeSarbo 1988)
• Customer satisfaction is widely recognized as a key influence in the formation of consumers' future purchase intentions (Taylor and Baker, 1994)
• Customer loyalty as been and continues to be defined in some circles as repeat purchasing frequency or relative volume of same-brand purchasing (Tellis, 1988). In Oliver(1997)
• In Oliver’s six representations of satisfaction and loyalty suggests that satisfaction is an ingredient of loyalty but only one of its components
SatisfactionLoyalty
Overall Satisfaction
Customer Loyalty
Customer Loyalty
Perceived performance
•Staff Service•Environment•Product
Perceived performance
•Staff Service•Environment•Product
H1 (+)
H2 (+)
H3 (+)
Perceived performance is positive related to customer satisfaction
Customer satisfaction is positive related to customer loyalty
Perceived performance is positive related to customer loyalty
• Randomly select our samples on the internet or interviewed the shoppers in Check Fun
• Collect totally 97 samples and 44 samples are valid
0 10 20 30 40
16-20
21-25
26-30
above31
5
31
6
2
Age(all)
The distribution of sex The age of samples
23%
77%
• The samples are mostly students with disposable income arranged from NT5,001 to NT 10,000
0 10 20 30 40
Office holder or military
Student
Information industry
Business man or service
Freelance
4
32
2
5
1
Occupation
0 10 20 30
belowNT.5000
NT.5001-10000
NT.10001-15000
NT.15000-20000
aboveNT.20001
6
23
5
2
8
Income
0 5 10 15 20 25 30
0
1
2
3
above4
1126
52
0
Frequency of shopping per month
• The frequency of visiting Check Fun is about once a month
• Most of the customers do only window shopping
0 5 10
NT.0
NT.200
NT.400
NT.1000
93
65
23
22
Spend at Check Fun per month
• Evaluate the data collected with
five point Likert Scale
• Average the quantified figures in each segment
• ANOVA of model 1
• The sample regression of model 2
Model 1 SS d.f. MS F test P-value
Regression .104 1 .104 1.245 .271
Error 3.518 42 .08375
Total 3.622 43
Model 2Estimator of coefficient
Standard error t P-value
Constant -1.619 .867 -1.866 .069
Performance .658 .146 4.495 .000
Satisfaction .741 .248 2.994 .005
• Reasons of low repurchase intention– Check Fun is a disorganized store– The products do not have a theme– Customers can always find cheaper products on the
Internet• Comments
– Improve the quality control– Select more interesting goods – Do more classification– Mark the price more clearly– Make a clearer positioning