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研究生:陳建民
研究生(外文):Chien Min Chen
論文名稱:服務便利性與服務品質對顧客滿意度(以顧客再回修意願為指標)之研究--以維修服務委外為例
論文名稱(外文):Study on Effects of Service Convenience and Service Quality on Customer Satisfaction (with Customer Loyalty as indicator)
指導教授:沈佩蒂沈佩蒂引用關係張孟元張孟元引用關係
指導教授(外文):Pei-Di ShenMong-Yuan Chang
學位類別:碩士
校院名稱:銘傳大學
系所名稱:資訊管理學系碩士在職專班
學門:電算機學門
學類:電算機一般學類
論文種類:學術論文
論文出版年:2004
畢業學年度:92
語文別:中文
論文頁數:120
中文關鍵詞:服務便利性服務品質顧客滿意度(以顧客再回修意願為指標)委外
外文關鍵詞:service convenienceservice qualitycustomer satisfaction (with Customer Loyalty as indicator)outsourcing
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隨著資訊產業的發達、網際網路的興起、資訊社會的快節奏生活步調、與消費者意識的抬頭,售後服務不再只是被認為是額外的附加行為,消費者對於售後服務的要求也就不再像過去僅能遵循產品製造廠商提供所謂標準的售後服務就能滿足;再加上伴隨著產品的日趨成熟與市場的高度競爭的交互影響,大陸市場的掘起、產品的大量生產等因素,產品的價格與功能已經不再是消費者決定購買產品的主要決定因素,售後的維修服務才是消費者購買產品時的重要考慮因素,其中又以服務的便利性與服務的品質最為消費者所要求。因此,企業間對於產品售後服務所能提供的服務便利性與服務品質也在逐步的自我要求並成長。
然而,近幾年來由於全球經濟的不景氣,企業間為了能夠有效的降低成本並提供顧客更好的服務便利性與服務品質,進而吸引消費者購買產品,紛紛採用委外的方式提供顧客售後服務。因此,本研究以Berry (2002)所提服務便利性的理論為基礎,經由教授們與專家的意見研析,再經由因素分析與迴歸分析等分析方法,在企業將售後服務委外的環境下,實際驗證企業對於服務便利性與服務品質的認知,透過顧客滿意度(以顧客再回修意願為指標)之表達,作為企業對於服務便利性與服務品質之改進參考。
關鍵字:委外、服務便利性、服務品質、顧客滿意度(以顧客再回修意願為指標)
Study on Effects of Service Convenience and Service Quality on Customer Satisfaction (with Customer Loyalty as indicator)
─ Taking outsourcing service as an example
Student:Chien-Min Chen Advisor : Dr. Pei-Di Shen
Dr. Mong-Yuan Chang
Department of Information Management
Ming Chuan University
ABSTRACT
With the advance of IT industry, emerging of Internet, faster pace of life in information society and rise of consumer awareness, after-sale service is no longer viewed as an extra value-added behavior. Consumer demand for after-sale service are no longer satisfied by the so-called “standard after-sale service” offered by the product manufacturers. In addition to the cross effect of increasing market maturity and competition, and the advent of China market, with such factors as mass production, etc., product price and function is no longer the key deciding factor for consumer purchase of products. After-sale service has now become the main factor influencing consumer decision to purchase a product. In fact, service convenience and service quality is what the consumers are after now. As a result, businesses are demanding more and more growth and development for after-sale service in the areas of service convenience and service quality.
However, in recent years, due to the global economy slowdown, businesses, in an effort to reduce cost and to provide consumers with better service convenience and service quality to attract more product sales, have turned to “outsourcing” service to provide their after-sale service. Thus, this study will build on the Leonard L. Berry theory on service convenience (2002), and analytical study of diverse views provided by professors and experts in the field, applying analysis methods such as factor analysis and regression analysis to explore corporate understanding of service convenience and service quality in an environment of corporate outsourcing of after-sale service, through expressions of customer satisfaction ( with Customer Loyalty as indicator ), to serve as a reference for businesses to improve service convenience and service quality.
Keyword: outsourcing, service convenience, service quality , customer satisfaction (with Customer Loyalty as indicator)
目 錄
摘 要 I
ABSTRACT II
誌 謝 IV
目 錄 V
表目錄 VII
圖目錄 X
第 壹 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 研究對象及範圍 3
第 四 節 研究限制 4
第 貳 章 文獻探討 6
第 一 節 服務品質的定義 6
第 二 節 服務便利性 24
第 三 節 顧客滿意度(以顧客再回修意願為指標) 33
第 四 節 維修服務委外相關文獻回顧 38
第 參 章 研究設計與方法 49
第 一 節 研究架構與假說 49
第 二 節 研究步驟 51
第 三 節 研究變數 53
第 四 節 問卷設計與抽樣、施測方式 55
第 五 節 統計方法 56
第肆章 實證分析與結果 59
第 一 節 敘述性統計分析 59
第 二 節 效度與信度的分析 61
第 三 節 相關分析 68
第 四 節 迴歸分析 70
第 五 節 T 檢定 71
第 六 節 多變量變異數分析( MANOVA) 72
第 七 節 研究假說檢定 86
第 伍 章 研究結論與建議 89
第 一 節 研究結論 89
第 二 節 個案公司現況與未來改善方向 90
第 三 節 後續研究建議 92
參考文獻 93
中文部分 93
英文部分 96
附錄一、問卷調查表 114
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