Effects of Quality of Service on Service Recovery and Customer’s Repurchase Intention in Medicine Industry

Abstract

Quality of Service is an index for customers evaluating and enterprise a nd the recovery measures in the service process are considered as a key factor i n Customer Loyalty. Most of past research on C ustomer's Repurchase Intention focused on the viewpoint of Quality of Service. However, regarding the inspection of Service Recovery, the correlations between Quality of Service and C ustomer's Repurchase Intention in medicine industry seem not to be studied. For this reason, this study tends to disc uss the correlations between Quality of Service, Service Recovery, and Customer's Repurchase Intention. The customers in the TTY Biopharm are investigated in this study. Total 300 copies of questionnaires were distributed, and 2 41 valid ones were retr ieved. With Structural Equation Modeling to verify the research hypotheses, the empirical r esult shows the positive correlations between Quality of Service and Service Recovery, Customer's Repurchase Intention, and Service Recovery appears mediating effects. The research result can be the referen ce of the medicine indu stry in Taipei areas for practical management, and the suggestions for future research are prop osed at the end.