臺灣博碩士論文加值系統

The construction, development, and real estate industries have always been regarded as the
“industrial economic locomotive” indicator industry. The related development effects not only
affect the survival of many related industries, but also play an important role in creating
employment opportunities and promoting the country’s economic development. In order to
obtain a competitive advantage in the vast market, construction companies must change the
previous mode of operation and management. In addition to safe and reliable engineering quality,
their professional capabilities and service quality are the key to sustainable business operations.
The purpose of this study was to investigate the influence of construction company
professional competence and service quality on consumers' purchase intention. A total of
260 questionnaires were sent out, 215 were recovered, 17 invalid questionnaires were
deducted afterwards, and 198 were valid questionnaires. The effective recovery rate was
76.1. %. Based on the data obtained from valid questionnaires, SPSS statistical software was
used. Narrative statistical analysis, reliability and validity analysis, Pearson correlation
analysis, and regression analysis were used for data analysis and hypothesis verification. The
results of the study are as follows:
1. Professional ability has a significant and positive impact on service quality; professional
ability has a significant and positive impact on consumers' purchase intention; service
quality has a significant and positive impact on consumers' purchase intention;
professional competence through service quality to consumers. The purchase intention
has a significant and positive effect. The above-mentioned empirical research results
show that the improvement of the professional capabilities of the construction company
iii
can strengthen the service quality of the customers. When the service quality is improved,
the purchase intention of the consumers is significantly increased.
2. The influence of service quality on consumers' purchase intention is more influential than
that of professional ability on consumers' purchase intention, which proves that
improving service quality can gain consumers' recognition and favor. However, to
improve the quality of service, we must rely on professional capabilities, assistance and
enhancement, and those who complement each other will be able to inspire consumers'
willingness to purchase.
3. In the highly competitive real estate market, the key to the success or failure of the
construction company's long-term sustainable development lies in profit, and the main
source of profit is the consumer's willingness to buy. Therefore, the construction company
cannot rely solely on traditional professional technical capabilities to win; it must inject
more service quality elements to allow owners to reward and satisfy consumers in order
to secure more opportunities for profit and create a win-win situation.

建設開發與房地產業一向被視為「經濟景氣火車頭」的指標產業，其關聯發展效
果不僅牽動許多相關產業的生存，對於創造就業機會，促進國家的經濟發展也扮演著
相當重要之角色。建設公司為能在廣大市場取得競爭優勢，必須改變以往的經營管理模
式，除了安全牢靠的工程品質，其專業能力與服務品質更是企業永續經營的關鍵所在。
本研究旨在探討建設公司專業能力與服務品質對消費者購買意願之影響，並以個
案A 公司之顧客為研究對象與研究範圍，共計發出260 份問卷，回收215 份，經過
濾後扣除無效問卷17 份，有效問卷為198 份，有效回收率為76.1%。依據有效問卷
所得資料，運用SPSS 統計軟體，並採用敘述性統計分析、信效度分析、皮爾森(Pearson)
相關係數分析及迴歸分析等進行資料分析與假設驗證。研究結果如下：
一、專業能力對服務品質有顯著且正向影響；專業能力對消費者購買意願有顯著且正
向的影響；服務品質對消費者購買意願有顯著且正向的影響；專業能力透過服務
品質對消費者購買意願有顯著且正向的影響效果。綜合上述之實證研究結果顯
示，建設公司專業能力之提升，可強化對顧客的服務品質，當服務品質提升後，
消費者的購買意願即顯著增加。
二、服務品質對消費者購買意願的影響力較專業能力對消費者購買意願的影響力高，
證明了提升服務品質更能獲得消費者的認同與青睞。然而提高服務品質，則必須
仰賴專業能力來輔助與增強，兩者相輔相成，更能激發消費者的購買意願。
三、在競爭激烈的房地產市場下，建設公司長期永續經營之成敗關鍵在於獲利，而獲
利的主要來源為消費者的購買意願。因此，建設公司不能單靠以往傳統的專業技
術能力取勝，必須注入更多的服務品質元素，讓業主激賞、消費者滿意以爭取更
多的獲利契機，創造多贏的局面。

摘要………………………………………………………………………..……….........… i
ABSTRACT……………………………….………...…………………………………….. ii
誌謝辭……………………………………………………..……………......…………….. iv
目錄…………………………………………………………..……………......……………v
表目錄…………………………………….………...……………………………………..vii
圖目錄…………………………………….………...…………………………………….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 …………………………………………………………………...3
第三節 研究流程 …………………………………………………………………...4
第四節 論文章節安排 ……………………………………………………………...5
第二章 文獻探討 …………………………………………………………………….6
第一節 建設公司之經營特性與管理 ………………………………………………6
第二節 專業能力 …………………………………………………………………11
第三節 服務品質 …………………………………………………………………14
第四節 消費者購買意願 …………………………………………………………22
第五節 專業能力、服務品質與消費者購買意願之相關性 ………………………24
第三章 研究方法 …………………………………………………………………….27
第一節 研究架構 ………………………………………………………………….27
vi
第二節 研究設計 ………………………………………………………………….30
第三節 建立專業能力、服務品質與消費者購買意願之衡量模式 ………………38
第四章 研究結果與分析 ………………………………………………………….42
第一節 樣本結構分析 ………………………..……………..………………...….42
第二節 效度與信度分析 ………………………………………………………….43
第三節 相關係數分析 ……………………………………………………...……..46
第四節 迴歸分析 …………………………………………………………...……..48
第五章 結論與建議 …………………………………………………………...……...52
第一節 研究結論………………………..……………..………………...……….52
第二節 管理意涵 ………………………..……………..………………...………..54
第三節 未來研究建議 …………………..……………..………………...………..55
參考文獻……………………………………………………….………………………….56
附錄…………………………………………………………….………………………….65

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