臺灣博碩士論文加值系統

以台灣來說，社群媒體分享與行動裝置的使用已經相當成熟，資策會在2017年發布關於行動支付的市場調查報告中，發現有八成民眾有意願使用行動支付，而隨著金融科技的發展，在未來行動商務有機會顛覆傳統的消費模式、改變原有消費習慣，因此本研究欲探討行動服務品質與顧客滿意度、顧客忠誠度關聯之研究。
透過網路蒐集問卷，總計回收314份樣本，得296份有效問卷，有效率94.3%。研究結果(一) 行動服務品質對顧客滿意度有正向影響；(二)顧客滿意度對顧客忠誠度有正向顯著影響；(三)行動服務品質對顧客忠誠度有正向影響；(四)在本研究中，顧客滿意度對行動服務品質與顧客忠誠度間扮演中介角色。因此，行動支付業者在系統可用性與效率的技術須不斷強化以提升使用者滿意度之外，業者在回應性與聯絡性中的客服部門提供的服務若與競爭者的不同，將會形成差異化策略，增加顧客的使用意願。

In Taiwan, social media and use of mobile devices is already quite mature, Market Intelligence & Consulting Institute report released on mobile payment market in 2017, we found that there are 80% of the general public will use mobile payment, and with the financial technology development of mobile commerce in the future have the opportunity to overturn the traditional consumption patterns, changing the original consumption habits.Therefore, this study is to investigate the relationship among the quality of mobile services and customer satisfaction and customer loyalty.
Through the network to collect questionnaires, a total of 314 samples were collected, and 296 valid questionnaires were obtained with an effective rate of 94.3%. Research results (1) The mobile services quality has a positive impact on customer satisfaction; (2) Customer satisfaction has a positive impact on customer loyalty; (3) The mobile services quality has a positive impact on customer loyalty; (4)In this study, customer satisfaction has the partial mediation between mobile services quality and customer loyalty. Therefore, the technology of system availability and efficiency of mobile payment operators must be continuously strengthened to enhance user satisfaction. The services provided by the customer service department in response and communication will be differentiated if they are different from those of competitors. Strategy to increase customers willingness to use.

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
第三節 研究範圍與流程 5
第二章 文獻探討 6
第一節 行動支付 6
第二節 服務品質 7
第三節 顧客滿意度 12
第四節 顧客忠誠度 12
第五節 服務品質、顧客滿意度與顧客忠誠度之關係 13
第三章 研究方法 16
第一節 研究架構與假說 16
第二節 研究變數操作性定義 19
第三節 問卷設計 23
第四節 資料收集與分析方法 24
第四章 研究結果與分析 26
第一節 敘述性統計 26
第二節因素分析與信效度檢定 33
第三節 相關分析 41
第四節 結構方程模式 42
第五章 行銷管理涵意 48
第六章 結論與建議 50
第一節 研究結論 50
第二節 研究限制與未來研究建議 52
參考文獻 53
一、中文部分 53
二、英文部分 56
三、網站 61
附錄一 63
附錄二 66
附錄三 73

一、中文部分
(一)書籍
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(二)期刊論文
江義平(I-Ping Chiang)、廖奕翔(Yi-Hsiang Liao)與吳佳惠(Chia-Hui Wu) (2016)。行動商務採用關鍵成功因素與其影響研究。Electronic Commerce Studies, 14(2), 221-255.。
余月美(2006)。服務品質、顧客滿意度與顧客忠誠度關係之研究。國立彰化師範大學工業教育與技術學系碩士論文。
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林聖偉、李君如(2006)。品牌形象, 知覺價值, 顧客滿意度與顧客忠誠度關係之研究-以旅行社海外團體套裝旅遊為例。旅遊管理研究 (6-1), 63-81.。
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張德祥(2014)。以行動商務特性探討其服務品質之研究。中正大學資訊管理學系學位論文。
陳方元(2006)。台灣地區航空公司顧客關係利益與忠誠度關係之研究。國立成功大學交通管理學系碩博士班博士論文。
陳佳興(2008)。應用E-S-qual量表探討線上服務品質對忠誠度之影響－以線上滿意度和顧客知覺價值為中介變數。大同大學事業經營學系(所)碩士論文。
陳姿含、劉冠吟 (2014). 行動裝置服務品質對顧客滿意度與品牌忠誠度之關聯研究－以虛擬商品為例。圖文傳播藝術學報。
陳進成(2003)。電子商務顧客價值、滿意度與忠誠度之研究-以電子商店為例。中原大學資訊管理研究所碩士論文。
黃千玲(2013)。Yahoo！奇摩購物中心服務品質、顧客滿意度與顧客忠誠度之研究－以購買決策涉入程度為干擾效果。國立高雄應用科技大學財富與稅務管理系碩士論文。
黃琬婷(2010)。購物網站服務品質、顧客滿意度與顧客忠誠度關係之研究-以yahoo!奇摩購物中心為例。國立交通大學經營管理研究所碩士論文。
鄒宜真(2004)。運用線性結構模式探討網路商店之服務品質、顧客滿意度、顧客忠誠度與消費者特性關係之研究。國立東華大學企業管理學系碩士論文。
楊敏里、吳世陽 (2012)。服務創新、服務品質、顧客滿意度與顧客忠誠度關聯性之研究—以中華電信mod 客戶為例。第四屆管理創新與行銷專案研討會, (79), 1-19。
董湘湘(2010)。以科技接受模型探討網路購物服務品質、信任對再購意圖之影響。南台科技大學行銷與流通管理系碩士論文。
劉立偉(2010)。服務品質與顧客滿意度之研究－以報關業為例。逢甲大學經營管理碩士在職專班碩士論文。
劉俊岷(2006)。服務創新、情緒體驗與忠誠意圖之關係－以主題餐廳為例。輔仁大學管理學研究所碩士論文。
蔡晟權(2007)。關係行銷結合方式、服務品質對顧客滿意度與忠誠度的影響。國立成功大學高階管理碩士在職專班碩士論文。
賴明政(Ming-Cheng Lai)、李姿穎(Tzu-Ying Lee)與楊燕枝(Yann-Jy Yang) (2018)。創新的採用與抵制：以行動支付服務為例。行銷評論, 15(2), 291-319.。
蘇元含(2003)。運用線性結構模式探討服務品質對顧客滿意度與顧客忠誠度之影響－以中油加油站為例。國立東華大學企業管理學系碩士論文。

二、英文部分
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三、網站
Apple Payhttps://www.apple.com/tw/apple-pay/
EMarketerhttps://www.emarketer.com/Article/Mobile-Taiwan-Look-Highly-Mobile-Market/1014877?ecid=NL1007
friDay錢包https://wallet.friday.tw/home/about_qrc_payment.jsp
GOMAJI PAY https://event.gomaji.com/activities/gomaji-pay/
Google Payhttps://pay.google.com/intl/zh_tw/about/banks/
Hami Payhttp://hamipay.emome.net/common-problem.html
Line Payhttps://line.me/zh-hant/pay
My FamiPayhttps://www.family.com.tw/marketing/fami_member/famipay.html
Pi 拍錢包https://www.piapp.com.tw/personal
Samsung Payhttp://www.samsung.com/tw/samsungpay/#collabor-banks
T Wallethttps://www.twmp.com.tw/
Wali智慧錢包https://www.wali.tw/index
We Are Social and Hootsuitehttps://digitalreport.wearesocial.com/
一次看懂行動支付：什麼是遠端支付、近端支付？國內有哪些方案？https://www.bnext.com.tw/ext_rss/view/id/682100
玉山Wallethttps://www.esunbank.com.tw/event/credit/1070425wallet/index.html
拓墣產業研究所https://www.topology.com.tw/
金融監督管理委員會https://www.fsc.gov.tw/ch/index.jsp
街口支付https://www.jkos.com/
資策會產業情報研究所（MIC）https://mic.iii.org.tw/Default.aspx
歐付寶https://www.opay.tw/About/Partnerbank
橘子支付https://www.gamapay.com.tw/