The industry of Multimedia-On-Demand (MOD) has been growing year by year. Service quality and customers’ loyalty have become important factors of promoting service satisfaction. This study focuses on the relationship among service quality, customers’ satisfaction, trust, commitment and loyalty.
In order to retrieve the data between the customers’ loyalty and service quality when using the MOD service, internet and physical questionnaire were both given, especially to those who already subscribed to the MOD service. By analyzing the data, we hoped to understand the factors which influence user’s needs and satisfactions. Furthermore, the results of this study may provide directions for future improvement and development of MOD providers.
The results of this study shows:
1.Service quality has a positive influence on customers’ loyalty
2.Service quality has a positive influence on relationship quality
3.relationship quality has a positive influence on customers’ loyalty
4.relationship quality acts as an medium between service quality and customers’ loyalty
