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研究生:陳家駒
論文名稱:服務品質、顧客滿意度與顧客後續行為意圖關係之探討:以海軍某修護工廠為例
論文名稱(外文):Service quality, customer statisfaction and customer intention between public sectors:the case of naval military facility
指導教授:陳心田陳心田引用關係林惠燦林惠燦引用關係
學位類別:碩士
校院名稱:國防管理學院
系所名稱:後勤管理研究所
學門:商業及管理學門
學類:行銷與流通學類
論文種類:學術論文
論文出版年:2002
畢業學年度:90
語文別:中文
論文頁數:108
中文關鍵詞:服務品質顧客滿意度顧客後續行為意圖
相關次數:
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摘 要
本研究係參考Parasuraman, Zeithmal and Berry(1988)三位學者提出之服務品質觀念性模式,及Cronin and Taylor(1992)的「SERVPERF」量表作為理論基礎與主要架構;另根據公部門和軍事修護工廠工作特性引進「修護知識」、「裝備管理」為服務品質與顧客滿意度間關係的調節變項。經由相關文獻的探討及問卷調查方式,以組織為分析單位,並以受服務單位的規模和距維護工廠的遠近為控制變項。本研究實證發現:(1)服務品質構面中有形性、回應性、關懷性與顧客滿意度呈正向顯著關係。(2)顧客滿意度僅與口碑呈正向顯著關係,但與向修護工廠或其上級單位訴願並無顯著關係。(3)作戰單位修護知識高低的差異程度,對修護工廠服務品質屬性中可靠性和保證性的管理措施,並不能激發其更高的整體滿意度,反而對整體滿意度有反向效果。(4) 修護工廠裝備管理的良好與否,並不會改變原先服務品質所含括的五項屬性對顧客整體滿意度的關係。(5) 修護工廠服務品質屬性中回應性和保證性並未透過整體滿意度的中介效果激發而達成,但有形性和關懷性卻是透過作戰單位整體滿意度的中介作用,進而影響到正面口碑的傳播。
關鍵詞:1.服務品質、2.顧客滿意度、3.顧客後續行為意圖
目 錄
摘 要 I
ABSTRACT II
目 錄 IV
圖目錄 VI
表目錄 VII
第一章 緒論 1
1.1 研究動機 1
1.2 研究問題 3
1.3 章節架構 5
第二章 文獻探討 7
2.1公部門與私部門的差異性 7
2.2 服務品質 11
2.3 顧客滿意 30
2.4 服務品質與顧客滿意的關係 41
2.5 顧客後續行為意圖 43
2.6 文獻評析 46
第三章 研究方法 50
3.1 研究架構 50
3.2 研究假說 53
3.3 變項操作型定義與衡量 59
3.4 控制變項 62
3.5 問卷設計與抽樣方法 63
3.6 資料分析方法 65
第四章 分析與討論 66
4.1 敘述性統計分析 66
4.2 信度與效度分析 70
4.3 服務品質與顧客滿意度關係之分析 72
4.4 調節變項與服務品質交互作用對顧客滿意度關係之分析 74
4.5 顧客滿意度與後續行為意圖關係之分析 77
4.6 顧客滿意度的中介作用影響 79
第五章 結論與管理意涵 85
5.1 研究結論 85
5.2 管理意涵 87
5.3 研究限制 90
5.4 未來研究方向 92
參考文獻 95
一、中文部分 95
二、英文部分 97
附 錄 106
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