Check Fun is it fun The customer satisfaction

Check Fun, is it fun? The customer satisfaction of Check Fun PROFESSOR: CHARLIE TRAPPEY TEAM MEMBER: 9631533王培凌 9631512洪雅涵 9631523李侃紋 9631531危芷燕

Agenda 1. 2. 3. 4. 5. 6. Introduction Literature Review Hypothesis Research Method The Questionnaires Results & Discussion

Introduction(Taiwan) • Date: 2007 August • The first store: NTNU branch in Taipei • Service: Rent Box

Inside

In Japan and HK Hong Kong Checker Depot 格仔鋪 Japan Boxes Shop China King Box

Concept • The main concept is “share rent” It costs you only $1358 -$1858 to rent a box

Location

Business model Physical store has high rental E-store Check Fun

Target customers Students Female

Competitor-Art Collec

Competitor-Art Collec

Competitor-Art Collec

Motivation Surrounding by many new competitors How can Check Fun beat them? How can Check Fun win customer loyalty?

Literature Review • 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 De. Sarbo 1988) • Customer satisfaction is widely recognized as a key influence in the formation of consumers' future purchase intentions (Taylor and Baker, 1994)

Literature Review • 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 Satisfaction Loyalty

Perceived performance is positive related to customer loyalty Hypotheses H 3 (+) Perceived performance is positive related to customer satisfaction Perceived performance • Staff Service • Environment • Product H 1 (+) Overall Satisfaction H 2 (+) Customer Loyalty Customer satisfaction is positive related to customer loyalty

Sample Data • Randomly select our samples on the internet or interviewed the shoppers in Check Fun • Collect totally 97 samples and 44 samples are valid 23 % 77% The distribution of sex The age of samples

Sample Data • The samples are mostly students with disposable income arranged from NT 5, 001 to NT 10, 000

Sample Data • The frequency of visiting Check Fun is about once a month • Most of the customers do only window shopping

Analysis and Research Finding • Evaluate the data collected with five point Likert Scale • Average the quantified figures in each segment

Analysis and Research Finding • ANOVA of model 1 Model 1 SS d. f. MS F test P-value Regression . 104 1. 245 . 271 Error 3. 518 42 . 08375 Total 3. 622 43 • The sample regression of model 2 Model 2 Constant Estimator of coefficient -1. 619 Standard error t P-value . 867 -1. 866 . 069 Performance . 658 . 146 4. 495 . 000 Satisfaction . 741 . 248 2. 994 . 005

Discussion and Conclusion • 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

Thanks for listening