臺灣博碩士論文加值系統

眼睛為靈魂之窗，睫毛是女人眼睛展現美的必要條件，尤其可使眼睛呈現放大與立體感，也能增加女性自信。早在公元前2000年的古埃及和古羅馬文獻就可以找到有關睫毛美容的記載，當時的女性用動物毛製成假睫毛，連埃及豔后也是愛用者之一。
目前美睫業市場上隨著生活水準提升與消費者需求，嫁接睫毛已經延伸成為女性消費者的日常用品，因此本研究將針對消費者對於嫁接睫毛使用者滿意度之調查，利用消費者問卷調查與統計，探討相關文獻及了解顧客的使用喜好與消費者使用情形，以了解這項服務的優缺點與問題所在。
本研究主要探討美睫消費者在顧客服務品質，顧客滿意度與顧客忠誠度三個面向關係，透過蒐集300份問卷的資料，其中有效問卷數為254份，有效回收率為85%，將其資料進行編碼及分析後，其結果顯示在人口變數(年齡、婚姻狀況、教育程度、每月收入、消費項目)對於各個構面並無顯著差異，因此主要針對職業與消費原因兩個人口變項並用Scheff法進行多重比較，找出其顯著差異，而在各構面之間皆具有顯著影響，甚至有中介效果產生，以上分析結果，期望能有助於日後提供經營者、消費者及從業人員之參考。
本研究之結論，一、不同人口變項構面中。部分人口變項具有顯著的差異，二、顧客滿意度對服務品質具有顯著差異影響。三、顧客滿意度對顧客忠誠度具有顯著差異影響。四、服務品質對顧客忠誠度具有顯著差異影響。五、服務品質在顧客滿意度與顧客忠誠度之間具有中介效果。

Eyes ,described as windows to the soul for ages, are the center of focus in visual contact. Eyelashes play crucial role when it comes to showing the beauty of eyes. They enlarge and outline the eyes and thus increase one’s confidence and boost the beauty. The history of mascara can be date back to 2000 B.C. in ancient Egypt. Even Cleopatra wore them regularly during her time.The lash extensions business in Taiwan gradually gains its way into people’s daily expense as the standard of living rises. By conducting customer satisfaction survey on eyelash extension, studying existing literature, and finding out customers’ spending habits and prefernences, this study aims to help understanding the strengths and shortcomings of current lash extension business.
This study looks into the relationship between quality of service, customers’ satisfaction and customers’loyalty, by conducting 300 questionnaires, 254 of which are valid. Result shows no significant difference between domographic segmentations(age, marriage status, level fo education, monthly income, consumer choice). Therefore, scheffe's method of multiple comparison took place using occupation and consumption motives as variables, which leads into fruitful findings. The result of this study will serve as a reference for lash business holders, customers, workers later on.
Conclusion: 1.partial domographic segmentations show enormous defferences. 2. customers’ satisfaction plays a key role when it comes to quality of service. 3. customers’ satisfaction effects customers’loyalty significantly. 4.In the indirect effect, quality of service serve as completed media on customers’loyalty and customer satisfaction.

碩博士論文電子檔案授權書 i
口試委員會審定書 ii
謝誌 iii
中文摘要 iv
Abstract v
表目錄 viii
圖目錄 ix
第一章緒論 1
第一節 研究背景與動機 1
第二節 研究目的 1
第三節 研究範圍與對象 2
第四節 研究流程 2
第二章文獻探討 4
第一節 顧客滿意度 4
第二節 顧客服務品質 6
第三節 顧客忠誠度 8
第三章 研究方法 10
第一節 研究架構 10
第二節 操作型定義 11
第三節 研究假設 12
第四節 問卷設計與抽樣方法 12
第五節 資料分析方法 13
第四章研究結果 15
第一節 預試問卷分析 15
1.專家效度 15
2.樣本描述 15
3.信度分析 18
4.因素分析 19
第二節 正式問卷分析 22
1.樣本描述 22
2.信度分析 24
3.單因子變異數分析 25
4.相關分析 34
5.迴歸分析 34
第五章 結論與建議 36
第一節 結論 36
第二節 研究建議 38
第三節 未來研究方向 39
參考文獻 40
一、中文文獻 40
二、英文文獻 42 
表目錄
表 1預試樣本次數分配與百分比分析 16
表 2研究變數及整體信度 18
表 3預試題項因素負荷量 19
表 4因素分析解釋變異量彙整表 21
表 5正式本次數分配與百分比分析 23
表 6研究變數及整體信度 25
表 7人口變項對各構面之變異數分析彙整表 25
表 8職業對於滿意度差異表 28
表 9職業對於服務品質差異表 30
表 10職業對於忠誠度差異表 32
表 11相關係數分析表 34

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