隨著市場可以選擇的汽車越來越多，可以選擇的保養廠也一間一間的林立。在台灣這個市場，保養廠該運用什麼服務與商品來抓住顧客的心，提升顧客的滿意度與忠誠度，並能再次來廠消費，無疑是每家汽車保養廠所努力的目標。本研究主要目的是建立馬可夫模型並進行問卷調查，對汽車保養廠所提供的服務與顧客忠誠度進行研究。分析中將汽車保養廠分類為原廠、大型連鎖與私人三項。對三種汽車保養廠的顧客忠誠度排序為私人>大型連鎖>原廠。對國內汽車保養廠的顧客忠誠度研究目前仍無，本研究係提供的一份分析數據予國內保養廠品牌做為市場競爭策略之參考及運用。由於研究範圍偏向南部地區不足以代表台灣整體，未來將蒐集更具整體性資料以進行全國性分析。

In Taiwan, Automobile maintenance plants are everywhere. Since this market is highly competitive, the car owners’ choice become the key of survivability of all plants. Hence, the way to catch car owners’ heart is critical for the plants to do. This paper aims at the customers’ loyalty against various size of plants, in which we develop Markov Chain model to predict the customers’ loyalty with the data from survey. The result shows the private is better than original factory and chain store. The contribution this paper offers is that this is the first paper to use model for the prediction of car owners’ loyalty to automobile maintenance plants. The localized area has become the limitation of this paper that will be our future works for getting more data from island-wide in order to represent the trend development of loyalty for all car owners in Taiwan.