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研究生:林怡菁
研究生(外文):Lin,Yi -Ching
論文名稱:資訊科技服務對服務品質與關係品質影響之研究-以旅館業為例
論文名稱(外文):The Effects of Information Technology Services on Service Quality and Relationship Quality in Hotel Industry
指導教授:賴其勛賴其勛引用關係汪睿祥汪睿祥引用關係
指導教授(外文):Lai, Chi-ShiunWang, Juei-hsiang
學位類別:碩士
校院名稱:大葉大學
系所名稱:工業關係學系碩士班
學門:商業及管理學門
學類:其他商業及管理學類
論文種類:學術論文
論文出版年:2004
畢業學年度:92
語文別:中文
論文頁數:101
中文關鍵詞:資訊科技服務自助科技服務服務品質關係品質
外文關鍵詞:information technology (IT)self-service technologiesservice qualityrelationship quality
相關次數:
  • 被引用被引用:37
  • 點閱點閱:775
  • 評分評分:
  • 下載下載:203
  • 收藏至我的研究室書目清單書目收藏:15
為了維持競爭力,服務提供者漸漸增加消費者資訊科技(IT)服務的選擇。這些IT服務可以幫助服務提供者改善服務品質、財務績效、顧客滿意度和增進雙方關係品質,IT在服務產業而言有著舉足輕重的地位,因此我們必須瞭解消費者如何評估資訊產品和人員服務、評估IT服務對服務提供者整體服務品質的影響、最後是兩者間的關係品質。本研究之研究結果試列如下:
1.旅館的顧客使用科技產品的態度和是否須與服務人員互動,兩者會影響到顧客所知覺整體服務品質。
2.消費者所知覺的IT服務會影響到整體服務的品質。
3.消費者對旅館整體服務品質的知覺會影響到與旅館間的關係品質。
為了得到這些研究結果,提出了一個服務品質和關係品質的因果模式,且這些因果模式集中在消費者知覺IT服務和服務品質的連結上,這個假設模式樣本來自於五星級旅館的顧客,運用LIRSEL方法來檢測。
In order to remain competitive advantages, service providers are increasingly offering their customer more information technology (IT) service options. These service options are expected to help service providers improve their service quality, financial performance, customer satisfaction, and the quality of relationship with their customers. Because of the importance of IT in service industries, we need to understand more clearly how customers of service providers evaluate technological products and their interaction with service employees, how IT service options affect customer’s perception of the overall service quality, and finally the quality of relationship between service provider and their customer. The results are as follows:
1.Customers’ perceptions of service quality are affected by their attitude toward using technological products and also their need to interact with service employees.
2.IT service options affect customers’ perceptions of service quality.
3.Customers’ perceptions of service quality affect the quality of their relationship with hotel.
To get these results, we propose a causal model of service quality centering on linkages between key variables such as service quality and the quality of relationship. The hypothesized model is then tested based on data collected from a sample of hotel customers and using a LIRSEL approach.
封面內頁
簽名頁
授權書………………………………………………………………iii
中文摘要……………………………………………………………v
英文摘要…………………………………………………………….vi
誌謝….……………………………………………………………….vii目錄……………………………………………………………….... viii
圖目錄……………………………………………………………xi
表目錄………………………………………………………xii
第一章 緒論………………………………………………………1
第一節 研究背景與動機……………………………………1
第二節 研究目的……………………………………………4
第二章 文獻探討……………………………………………………5
第一節 自助科技服務………………………………………5
第二節 整體服務品質的知覺………………………………17
第三節 關係品質……………………………………………23
第三章 研究方法……………………………………………………30
第一節 研究架構…………………………………………30
第二節 研究假說…………………………………………31
第三節 研究變數的定義與衡量…………………………34
第四節 研究對象與抽樣方法………………………………40
第五節 問卷設計……………………………………………40
第六節 資料分析方法………………………………………43
第七節 問卷信、效度………………………………………44
第四章 資料分析與結果……………………………………………59
第一節 樣本結構分析………………………………………59
第二節 LISREL 整體模式分析……………………………64
第三節 巢狀分析……………………………………………67
第四節 本研究模型估計結果………………………………71
第五章 結論與建議…………………………………………………76
第一節 研究結論……………………………………………76
第二節 管理上的意涵………………………………………79
第三節 研究限制……………………………………………81
第四節 後續研究建議………………………………………81
參考文獻……………………………………………………………83
附錄一(研究問卷)…………………………………………………97
中文:
1.行政院主計處民國九十年台閩地區工商及服務業普查結果提要分析 http://www.dgbasey.gov.tw/census~n/two/del/ANALY.doc
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