跳到主要內容

臺灣博碩士論文加值系統

(3.235.56.11) 您好!臺灣時間:2021/07/29 10:26
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果 :::

詳目顯示

: 
twitterline
研究生:鄭惠珍
研究生(外文):Chen hui-cheng
論文名稱:以信任機制觀點論顧客價值和忠誠度影響因素--以人壽保險業為例
指導教授:張國雄張國雄引用關係
學位類別:碩士
校院名稱:東海大學
系所名稱:企業管理學系碩士班
學門:商業及管理學門
學類:企業管理學類
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:90
中文關鍵詞:信任制度價值顧客忠誠度保險
外文關鍵詞:trustinstitutionvalueloyaltyinsurance
相關次數:
  • 被引用被引用:46
  • 點閱點閱:422
  • 評分評分:
  • 下載下載:130
  • 收藏至我的研究室書目清單書目收藏:10
本研究為了解顧客關係建立之方法,以信任機制為主題,探討影響投保人對保險公司或保險業務員信任之原因、信任之形態、以及信任後對顧客價值和忠誠度之影響。在信任形態方面,除了公司和業務人員外,還加入制度信任為研究中心,以補足信任機制在探討買賣關係理論之不足;另一方面也提供保險公司經由信任之因果關係,以了解投保人對投資信任的期望,使其有發展未來保險行銷努力之方向。
本研究採取便利抽樣法,以到東海企業講座之校外進修人士為研究母體,總計發出250份問卷,有效問卷194份。本文採用LISREL的統計方法驗證因素間的因果關係,並得到以下的結論︰
(1)聲譽和顧客化意願對於保險公司信任有正向關係。
(2)專業、可親性和接觸次數對於保險業務員信任有正向關係。
(3)對於業務人員信任可以移轉至公司信任。
(4)制度信任對於價值有正向關係。
(5)公司和業務人員信任對於價值和顧客忠誠度有正向關係。
第一章 緒論
第一節 保險業簡介………………………………………………1
第二節 研究動機…………………………………………………7
第三節 研究目的 ………………………………………………8
第四節 研究流程…………………………………………………9
第二章 文獻探討
第一節 信任機制…………………………………………………10
第二節 顧客忠誠度………………………………………………19
第三章 研究架構與研究假設
第一節 研究架構…………………………………………………23
第二節 研究假設…………………………………………………25
第四章 研究方法
第一節 抽樣方法…………………………………………………33
第二節 觀察變數與問卷設計……………………………………34
第三節 抽樣結果與樣本結構……………………………………41
第四節 研究方法…………………………………………………44
第五章 研究結果
第一節 理論模型的驗證分析……………………………………50
第二節 修正理論架構……………………………………………54
第三節 新模型之驗證分析………………………………………55
第四節 統計結果分析……………………………………………61
第六章 結論與建議
第一節 研究發現與討論…………………………………………67
第二節 研究貢獻…………………………………………………73
第三節 研究限制與後續研究建議………………………………77
參考文獻…………………………………………………………………79
附錄………………………………………………………………………87
圖 表
表1-1 我國壽險市場分析 ……………………………………………1
表1-2 我國和其他國家壽險市場比較 ………………………………2
表1-3 台灣現有人壽保險公司暨外商在台分公司概況 ……………5
表3-1 理論結構之假設檢定條件彙總表……………………………32
表4-1 觀察變數與問卷問項 ……………………………………39
表4-2 問卷回收情況…………………………………………………42
表4-3 保險公司分配表………………………………………………42
表4-4 樣本性別分配表………………………………………………42
表4-5 年齡分布表……………………………………………………42
表4-6 教育程度分布表………………………………………………42
表4-7 薪資所得分配表………………………………………………43
表4-8 潛在變數與觀察變數及誤差表………………………………45
表4-9 LISREL的八種參數矩陣………………………………………46
表4-10 評量模式適度指標 …………………….……………………48
表4-11 內在結構適配度指標…………………………………………49
表5-1 LISREL模式的潛在變項………………………………………51
表5-2 LISREL模式潛在變項之觀察變項……………………………51
表5-3 初步整體模式評估……………………………………………52
表5-4 潛在變項成份分析……………………………………………53
表5-5 新模式整體適配度評估………………………………………56
表5-6 估計參數λx之值 ……………………………………………57
表5-7 估計參數λy之值 ……………………………………………58
表5-8 Γ係數與t值表 ………………………………………………59
表5-9 Β係數與t值表 ……………………..………………………60
表5-10 假設檢定與實證結果對照表…………………………………66
圖1-1 研究流程圖……………………………………………………9
圖3-1 研究架構圖……………………………………………………24
圖5-1 依理論建構之初步經路分析圖………………………………50
圖5-2 修正後新徑路分析圖…………………………………………55
圖5-3 結果徑路圖……………………………………………………60
一、中文部分
1.--,我國社會保險發展史,中國勞工,民75年3月,11-13頁。
2.--,統計年鑑,民86年。
3.王郁惠(1997),「服務業類別、關係行銷與顧客忠誠度關係之研究」,
國立中正大學企業管理研究所碩士論文。
4.林清山,線性結構關係(LISREL)電腦程式的理論與應用,測驗年刊,
民73年,31輯,149-164頁。
5.張苙雲,從不穩定的口碑到主要的求醫場所─台灣西醫的制度信任建
構,國家科學委員會研究彙刊︰人文及社會科學,民87年1月,8卷,1
期,161-183頁。
6.陳瑞修,人壽保險業產業分析︰郵政研究季刊,民90年9月,81輯,53
-78頁。
7.彭昭英編著,SAS與統計分析,學儒出版社,民87年1月。
8.程柄林、陳正昌編著,SPSS、SAS、BMDP統計軟體在多變量統計上的應
用,五南圖書出版公司,民83年4月,初版。
9.黃俊英著,企業研究方法,東華書局,民83年10月,初版。
二、英文部分
二、英文部分
1. Amdaleeb , S. S.(1992), “The Trust Concept :Research Issues for Channels of Distribution ,“ Research in Marketing ,11 , 1-34.
2. Anderson and Barton Weitz (Fall 1989), “Determinants of Continuity in Conventional Industrial Channel Dyads,” Marketing Science, 8, 310-323.
3. Anderson, J. C , and J. A. Narus(1990) , “ A Model of Distributor Firm and Manufacturer Firm Working Partnership ,“ Journal of Marketing ,54 , 42-58.
4. Anderson and Barton Weitz (1992), “The Use of Pledges to Build and Sustain Commitment in Distribution Channels,.” Journal of Marketing Research, 29( February), 18-34.
5. Bendapudi, Neeli and Leonard L. Berry(1997), “Customers’ Motivations for Maintaining Relationships with Service Providers,”Journal of Retailing , 73 (1), pp15-37.
6. Bradach , J .L & Eccles, R. G.(1989) , “Price, Authority, and Trust :From Ideal Types to Plural Forms, “ Annual Review of Sociology, 15 , 97-118.
7. Bulter, J. K. (1991), “Toward Understanding and Measuring Conditions of Trust : Evolution of a condition Trust Inventory ,“ Journal of Management, 17, 643-663.
8. Busch , Paul and David T. Wilson(1976), “An Experimental Analysis of a Salesman’s Expert and Referent Bases of Social Power in the Buyer-Seller Dyad,” Journal of Marketing Research, 13( February), 3-11.
9. Carnevale, D. G. , and B, Wechsler(1992), “Trust in the Public Sector — Individual and Organizational Determinants, “ Administration and Society, 23, 471-494.
10. Chang, Tung-Zong and Albert R. Wildt (1994),”Price, Product Information, and Purchase Intention: An Emperical Study,”Journal of the Academy of Marketiong Science, 22(winter), 16-27.
11. Coleman, J. S. (1990), Foundations of Social Theory., Cambridge, MA:The Belknap Press.
12. Crosby Lawrence A., Kenneth R. Evans, and Deborah Cowles(1990), “Relationship Quality in Services Selling: An Interpersonal Influence Perspective,” Journal of Marketing , 54 (July), 68-81.
13. Dasgupta, Partha(1988), “Trust as a Commodity,” in Trust : Making and Breaking Cooperative Relations, Diego Gambetts , ed. New York : Basil Blackewll , Inc.
14. Deepak Sirdeshmukh, Jagdip Singh & Barry Sabol(2002), “Consumer Trust, Value, and Loyalty in Relational Exchanges,” Journal of Marketing, 66 (January),15-37.
15. Denise, M. R, Sim, B. S, Ronald, S. B, and Colin, C. (1998), “Not So Different After All : A Cross-discipline View of Trust.,” Academy of Management Review, 23, 393-404.
16. Deutsch, M.(1962), ”Cooperation and Trust :Some Theoretical Notes,” Nebraska Symposium on Motivation , Marshall R. Jones , ed. Lincoln , NE :University of Nebraska Press , 275-320.
17. Deutsch, M.(1975),” Equity, Equality, and Need : What Determines Which Value Will be Used as the Basis for Distributive Justice ?, ”Journal of Social Issues, 31(3), 137-149.
18. Doney , P. M and J. P. Cannon(1997) , “An Examination of the Nature of Trust
in Buyer-Seller Relationships ,“ Journal of Marketing, 61, 35-51.
19. Dwyer, F. R. and Rosemary R. Lagace(1986), “On the Nature and Role of Buyer-Seller Trust,” 1986 AMA Educators’ Proceedings, T. Shimp et al., eds. Chicago : American Marketing Association, 40-45.
20. Dywer, F. R., Paul H. Schurr, and Sejo Oh(1987), “Developing Buyer-Seller Relationships.,” Journal of Marketing, 51( April), 11-27.
21. Ellen Garbarino and Mark S. Johnson(April 1999),”The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships,” Journal of Marketing, 63, 70-87.
22. Gambetta, D.(1988)”Can we trust trust ? In D. Gambetta (ED). Trust :Making, and breaking cooperative relation (pp213-237)”, Oxford. UK:Blackwell.
23. Ganesan, Shankar(1994), “Determinants of Long-Term Orientation in Buyer-Seller Relationships, “ Journal of Marketing, 58 (April), 1-19.
24. Gassenheimer, Jule B., Franklin S. Houston, and Charlene J. Davis(1998), “The Role of Economic Value, Social Value, and Perceptions of Fairness in Interorganizational Relationship Retention Decisions,” Journal of the Academy of Marketing Science, 26(4), 322-337.
25. Giffin and Kim(1967), “The Contribution of Studies of Source Credibility to a Theory of Interpersonal Trust in the Communication Process,” Psychological Bulletin, 68( August), 104-120.
26. Griffin, J. (1995), Customer Loyalty : How to Earn It , How to Keep It, Simmonand Schuster Inc., 王秀華譯,忠誠顧客─如何培養‧如何保持,朝陽堂文化,台北,1996。
27. Gwinner, Kevin P., Dwayne D. Gremler, and Mary Jo Bitner (1998), “Relational Benefits in Service Industries: The Customer’s Perspective,” Journal of the Academy of Marketing Science , 26(2), 101-114.
28. Hawes, Jon M., Kenneth E. Mast, and John E. Swan(1989),”Trust Earning Perceptions of Sellers and Buyers ,“ Journal of personal Selling & Sales Management, 9 (Spring), 1-8.29. Heskett, J. L., W. Earl Sasser, Jr., and C.W. Hart (1989), Service Breakthrough, New York: The Free Press.
30. Hill, Charles W. (1990), “Cooperation, Opportunism, and the Invisible Hand : Implications for Transactin Cost Theory ,“ Acadeny of Management Review, 15, 500-513.
31. Hosmer, L. T (1995), “Trust :The Connecting Link Between Organizational Theory and Philosophical Ethics ,“ Academy of Management Review , 20(2) , 379-403.
32. Houston, Franklin S. and Jule B. Gassenheimer (1987),”Marketing and Exchange,” Journal of Marketing, 55(October), 3-18.
33. Jones, T. O. and W. Earl Sasser, Jr. (1995), “Why Satisfied Customers Defect,” Harvard Business Review, 73(6), .88-99.
34. Johnson, D. W. and S. Johnson(1972), “The Effects of Attitude Intensity, Expectation of Goal Facilitation, and Actual Goal Facilitation on Interpersonal Attraction ,“Journal of Experimental Social Psychology, 8(3), 197-206.
35. Kelly and Eric Schine(1992), “How Did Sears Blow This Gasket?,” Business Week, (Jone 29),38.
36. Lewicki, R. J. , and B. B. Bunker(1995), “Trust in Relationships “, in Conflict, Cooperation and Justice Bunker, B. B. and J. X. Rubin, eds. San-Francisco: Jossey-bass Publishers.
37. Lindskold, Svenn (1978), “Trust Development, the GRIT Porposal and the Effects of Conciliatory Acts on Conflict and Cooperztion ,“ Psychological Bulletin, 85(4), 772-793.
38. Mayer, R. C. , J. H. Davis , and F. D. Schoorman(1995) , “An Integrative Model of Organizational Trust, “ Academy of Management Review , 20, 709-734.
39. Moorman C., Gerald Zaltman, and Rohit Deshpande (1992), “Relationships Between Providers and Users of Market Research---The Dynamics of Trust Within and Between Organizations ,“ Journal of Marketing Research, XXIX( August), 314-328.
40. Moorman, C., Rohit Deshpande , and Gerald Zaltman (1993), “Factors Affecting Trust on Market Research Relationships, “ Journal of Marketing, 57 (January), 81-101.
41. Morgan, R. M., and Shelby D. Hunt(1994), “The Commitment-Trust Theory of Relationship Marketing,”Journal of Marketing, 58( July), 20-36.
42. Neal, William D and Stefan Bathe (1997), “Using the Value Equation to Evaluate Campaign Effectiveness,” Journal of Advertising Research, 37 (May/June), 80-85.
43. Peltier, J. W. and J. E. Westfall (2000), “Dissecting the HMO-Benefits Managers Relationship: What to Measure and Why,” Marketing Health Services, 20(2), 4-13.
44. Prus, A. and D. R. Brandt (Jul.-Aug.1995), “Understanding Your Customers,” Marketing Tools , 10-14.
45. Reichheld, F. F. and W. Earl Sasser, Jr. (1990), “Zero Defections: Quality Comes to Services,” Harvard Business Review, 68(5), 105-111.
46. Rotter Julian(1980), “Interpersonal Trust, Trustworthiness, and Gullibility,” American Psychologist, 35(1), 1-7.
47. Rust, R. T., A. J. Zahorik, and T. L. Keiningham (1995), “Return on quality (ROQ): Making Service Quality Financially Accountable,” Journal of Marketing, 59(2), .58-70.
48. Sabel, C.F.(1993), “Studies Trust :Building New Forms of Cooperation in a Volatile Economy ,“ Human Relations, 46 , 1132-1172.
49. Schlenker ,Barry R., Bob Helm , and James T. Tedeschi (1973), “The Effects of Personality and Situational Variable on Behavioral Trust, “ Journal of Personality and Social Psychology , 25(3), 419-427 .
50. Schiller, Zachary (1992), “Goodyear Is Gunning Its Marketing Engine ,”Business Week, (March 16), 42.
51. Selnes, F. (1993), “An Examination of The Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty,” European Journal of Marketing, 27(9), 19-35.
52. Shapiro, D., B. H. Sheppard, and L. Cheraskin(1992), “Business on a Handshake,” Negotiation Journal, 8(4), 365-377.
53. Sirohi, N., E. W. McLaughlin, and D. R. Wittink (1998), “A Model of consumer Perceptions and Store Loyalty Intentions for a Supermarket Retailer,” Journal of Retailing, 74(2), .223-245.
54. Strub, Peter J. and T. B. Priest(1976), “Two Patterns of Establishing Trust :The Marijuana User.,” Sociological Focus, 9(4), 399-411.
55. Stum, D. L. and A. Thiry (April 1991), “Building Customer Loyalty,” Training and Development Journal, 34-36.
56. Swan , John E. and Johannah Jones Nolan(1985), “Gaining Customer Trust: A Conceptual Guide for the Salesperson,”Journal of Personal Selling &Sales Management, 5(2), 39-48.
57. Swan John E. , I. Frederick Trawick, and David W. Silva(1985), “How Industrial Salespeople Gain Customer Trust,” Industrial Marketing Management, 14, 203-211.
58. Swan John E., I. Frederick Trawick , Jr., David R. Rink, and Jenny J. Roberts(1988), “Measuring Dimensions of Purchaser Trust of Industrial Salespeople,” Journal of Personal Selling &Sales Management, 8(1), 1-9.
59. Telser, Lester G.(January 1980), “A Theory of Self-Enforcing Contracts, “Journal of Business, 53, 27-44.
60. Turner, J. C. (1987), “Rediscovering the Social Group: A Self-categorization Theory”, Oxford : Blackwell.
61. Williamson, Oliver E. (1985), The Economic Institutions of Capitalism. New York : The Free Press.
62. Zand, D. E. (July 1972), “Trust and Managerial Problem Solving ,“ Administrative Science Quarterly, 17, 229-239.
63. Zeithamal, Valarie A.(1988), “Consumer Perceptions of Price, Quality, and Value : A Means-End Model and Synthesis of Evidence,” Journal of Marketing, 52( January), 2-22.
64. Zeithaml, V. A., L. L. Berry, and A. Parasurman (1996), “The Behavioral Consequences of Service Quality,” Journal of Marketing, 60(2), 31-46.
65. Zucker, L. G.(1986), “Production of Trust :Institutional Sources of Economic Structure, 1840-1920,” Research in Organizational Behavior , 8, 53-111.
連結至畢業學校之論文網頁點我開啟連結
註: 此連結為研究生畢業學校所提供,不一定有電子全文可供下載,若連結有誤,請點選上方之〝勘誤回報〞功能,我們會盡快修正,謝謝!
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
1. 關係網路連結與顧客忠誠度關聯性研究---以人壽保險業為例
2. 顧客關係、網站服務品質、信任、顧客滿意度與顧客忠誠度影響關係之研究–以台灣產物保險業為例
3. 期望關係品質、預期關係品質與實際感受關係品質之因果關係探討-以台灣地區人壽保險業為例
4. 顧客關係管理方法、信心建立機制與關係資本因果關係之探討:以台灣地區人壽保險業為例
5. 運用結構方程模式探討領導型態、組織文化、組織學習、工作滿足、組織承諾以及組織績效之關係--以台灣地區人壽保險業為例
6. 內部管理與互動品質因素對顧客關係品質影響效果之研究--以台灣地區人壽保險業為對象
7. 銷售責任額、自我效能對行銷人員銷售倫理道德判斷影響之研究-以人壽保險業為例
8. 顧客關係策略與顧客價值、滿意度及行為意向關聯性之研究
9. 壽險業企業特質與壽險業務員特質對關係信任與顧客忠誠的影響:兩岸保險市場之比較
10. 探討關係行銷、服務品質、關係品質與顧客忠誠度之關係----以台灣地區保險業為研究對象
11. 服務接觸品質對保險業顧客滿意度與忠誠度之探討
12. 業務導向、顧客滿意度與再購意願關係之研究-以個案保險公司為例
13. 行銷人員與消費者對服務品質認知差異性研究-以台中市某人壽保險公司為例
14. 門診顧客價值認定對可信任行為與忠誠度關係的中介影響
15. 銷售員贏得信任的特質對於該公司與消費者關係的影響—以保險業為例