臺灣博碩士論文加值系統

因現今我國對於市面上所販售產品，有許多相關環保、安全、無毒的規範，加上產品要外銷到國外，更需要配合世界各國之標準檢驗法規，因此產品的檢驗對於廠商為相當重視的重要環節之一。除此之外，廠商對於產品檢驗的要求、檢驗基本知識及檢驗的方向也相當重視。對於檢驗單位來說，吸引一個新廠商所需花的成本，約為留住一個舊廠商的五倍，所以依成本面來考量，提高顧客忠誠度比開發新顧客更省成本，由此足以顯現顧客忠誠度對於提高檢驗公司營收之發展方向息息相關。
本論文從相關文獻中歸納企業形象、專業知識及服務品質三個變因討論對顧客滿意度之關係，並由顧客滿意度討論顧客忠誠度之影響。利用網路問卷調查資料實證分析台灣檢驗市場顧客忠誠度變數之影響，採先發放前測問卷進行問卷項目信度及效度分析後，修正得到最後正式問卷項目，獲得100份有效問卷並統計分析結果。本論文採用PLS-SEM分析信效度是否有皆符合五個構面標準，以T檢定、P值及效果量f 2分析人口統計變數是否為顯著及變數差異，最後以拔靴法(Bootstrppin)分析潛在變數估測及判斷假說之檢定結果是否成立。進一步了解各項變項之間的關聯性提供P研究法人檢測部門深入了解顧客的需求以提升目標顧客的滿意度與忠誠度並給與建議與協助。
研究結果發現，透過SmartPLS3 Bootstrpping檢定T值及P值的判斷，在企業形象對於顧客滿意度得出結果企業形象對顧客滿意度影響並無顯著影響。但如果廠商為20年以上的老公司時，會對企業形象有影響性。廠商對於P研究法人檢測部門之專業知識對顧客滿意度有顯著影響；廠商對於P研究法人檢測部門之服務品質對顧客滿意度有顯著影響；廠商對於P研究法人檢測部門之顧客滿意度對顧客忠誠度有顯著影響。
綜合以上討論結果，可建議P研究法人檢測部門將成本集中投入在提升專業知識和服務品質的能力，以達到提高顧客忠誠度的最高效益。而在針對成立歷史較久的老公司，以良好的企業形象做為宣傳反而較能鞏固與其之合作關係。

Because there are many regulations related with environmentally friendly, safe and non-toxic specifications for products in the market of Taiwan and world countries, so it is necessary to cooperate with the standards of various countries in the world. Therefore, the inspection of products is very important for manufacturers. In addition, manufacturers also attach great importance to the requirements of product inspection, basic knowledge of inspection and direction of inspection. For the inspection companies, the cost of attracting a new manufacturer is about five times that of retaining an old one. Therefore, depending on the cost, improving customer loyalty is more cost-effective than developing new customers. This is enough to show that customer loyalty is closely related to the development direction of the inspection company's revenue.
This study summarizes the relationship between corporate image, professional knowledge and service quality from three related literatures, and discusses the relationship between customer satisfaction and customer loyalty. It was used that online questionnaire data to empirically analyze the impact of customer loyalty variables in Taiwan's inspection market. After the pre-test questionnaire was issued to analyze the reliability and validity of the questionnaire, the final formal questionnaire was revised and 100 valid questionnaires were obtained and the results were statistically analyzed. This study uses PLS-SEM to analyze whether the reliability and validity meet the five facet stan
dards. Demographic variables were analyzed by T-test, P-value and effect quantity f 2 to determine significant or variable differences. Finally, the Bootstrapping method is used to analyze the potential variable estimation and judge whether the verification result of the hypothesis is established. To further understand the correlation between the various variables, and provide the P research and legal inspection department to understand the customer's needs in depth to improve the satisfaction and loyalty of the target customers, and to provide advice and assistance.
The results of the study found that the judgment of T value and P value by SmartPLS3 Bootstrapping was not significant enough in the corporate image to customer satisfaction. When the manufacturer is an old company with more than 20 years, it will have an impact on the corporate image. The manufacturer's expertise in the P research and testing department has a significant impact on customer satisfaction; the manufacturer's service quality to the P research and testing department has a significant impact on customer satisfaction; the manufacturer's customer satisfaction with the P research and testing department has a significant impact on customer loyalty.
Combine the results of the above discussion, It may be recommended that the P research corporation inspection department focus its efforts on improving the ability of professional knowledge and service quality to achieve the highest benefit of improving customer loyalty. And in the old company that has been established for a long time, with a good corporate image as propaganda, it can better consolidate its cooperation with it.

摘 要 i
Abstract iii
目次 v
表目次 vii
圖目次 viii
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的與範圍 5
第三節 研究流程 6
第二章 文獻回顧 8
第一節 企業形象 8
第二節 專業知識 9
第三節 服務品質 11
第四節 顧客滿意度 13
第五節 顧客忠誠度 14
第三章 研究方法 17
第一節 研究架構 17
第二節 研究假設 18
第三節 變數之操作性定義與問卷設計 18
第四節 偏最小平方法結構方程模型(PLS-SEM) 20
第四章 實證分析 24
第一節 問卷樣本敘述統計 24
第二節 實證結果與驗證 34
第五章 結論與建議 42
第一節 結論 42
第二節 研究限制與未來研究方向 44
參考文獻 45
附錄 53

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