臺灣博碩士論文加值系統

　　由於時代的演進，競爭的方式由注重各功能部門的個別企業單打獨鬥，開始轉變到注重整合性架構所形成的供應鏈之間的競爭；由於強調核心競爭能力，企業開始朝向專業化、大型化發展，可是受限於有限的資源，企業不可能全方位地發展。相對於消費者而言，快速、方便地訂購、付款到取得貨品，對生活忙碌緊張的現代人來說不啻是一項方便省事的利多，所以如何運用好的專業物流服務以達成公司成本降低、績效提高已成為企業（消費者）所必須重視的課題。
　　本研究以全國最大連鎖商店7-11為研究對象，採用郵寄問卷，並將調查資料以敘述統計、卡方檢定、多變量變異數分析及LISREL統計方法進行資料分析，針對目前新興產業—物流服務業進行研究，試圖引用Cronin, Brady and Hult (2000)提出關係模式做為基本研究架構，以驗證此研究架構是否適用於國內物流服務？並進而發展出更佳之模式。
　　本研究實證結果歸納如下：
1、7-11對其物流服務業者不論在「服務品質」、「服務價值」及「顧客滿意度」均有極高之評價。顯示物流對7-11之發展扮演極重要之角色。
2、本研究發現所有關係模組中以「實證模式」之資料適合度最佳，且對「行為意向」有最大解釋能力，驗證Cronin, Brady and Hult (2000)所提出研究架構適用7-11物流服務。
3、本研究依據PZB服務品質模式延伸而建立的「品質知覺模式」，發現「品質知覺模式」在整體樣本及各地區上之研究結果皆比「實證模式」要來得好。因此對於全國最大連鎖商店7-11之物流服務而言，「品質知覺模式」之適合度為最佳。

　　The competition model used to focus on individual department work, now turns to integrated supply chain instead. Following the growing importance of core competence and consumers’ needs, enterprises start chasing for professionalization and large development. Consumers in modern, stressful society look for quick, convenient order making, payment paying and goods getting. However, limited resources interfere enterprises with well-rounded development. Therefore, supply the most professional logistics service and reach the goal of cost-down and high performance become a significant issue for all enterprises.
　　The research takes 7-11, the largest CVS chain in Taiwan, as the participant. Later on, work through mailing questionnaires, which analyzed by descriptive statistics, Chi-squared test, multivariate analysis of variance (MANOVA) and LISREL Model, to research current situation of logistics service industry. Furthermore, take the relation model raised by Cronin, Brady and Hult (2000) as the basic research frame, to prove whether the frame fits national logistics service and develop better model.
　　The research result turns as following:
1. 7-11 is highly satisfied with its logistics service supplier in “service quality”, “service value” and “customer satisfaction”. The result shows that logistics supplier plays a significant role in 7-11’s expansion.
2. The research discovers that empirical valuation model is the best one in relation model to explain behavior intention. Also, it proves the research frame raised by Cronin, Brady and Hult (2000) fits 7-11 logistics service.
Based on PZB service quality model, the research further builds “perception model”, which shows better performance than empirical valuation model to whole samplings and zones. As the result, quality perception model fits 7-11’s logistics service best.

表目錄-----------------------------------------------------------------I
圖目錄---------------------------------------------------------------III
第一章 緒論-----------------------------------------------------------1
第一節 研究背景與動機-------------------------------------------------1
第二節 研究目的-------------------------------------------------------2
第三節 研究範圍-------------------------------------------------------3
第四節 研究流程-------------------------------------------------------3
第二章 文獻探討-------------------------------------------------------6
第一節 服務品質-------------------------------------------------------6
第二節 服務價值------------------------------------------------------14
第三節 知覺犧牲------------------------------------------------------17
第四節 顧客滿意度----------------------------------------------------17
第五節 行為意向------------------------------------------------------20
第六節 服務品質、服務價值、顧客滿意度與行為意向間之關聯性------------22
第三章 研究方法------------------------------------------------------26
第一節 研究架構------------------------------------------------------26
第二節 變數之操作型定義與衡量----------------------------------------27
第三節 資料收集------------------------------------------------------31
第四節 資料分析方法--------------------------------------------------35
第四章 資料分析與討論------------------------------------------------39
第一節 信度與效度分析------------------------------------------------40
第二節 樣本代表性----------------------------------------------------42
第三節 樣本分佈情形--------------------------------------------------42
第四節 敘述統計------------------------------------------------------43
第五節 差異分析------------------------------------------------------47
第六節 驗證關係模式--------------------------------------------------53
第七節 品質知覺模式--------------------------------------------------78
第五章 結論與建議----------------------------------------------------88
第一節 結論----------------------------------------------------------88
第二節 建議----------------------------------------------------------91
參考文獻--------------------------------------------------------------93
附錄------------------------------------------------------------------97
問卷-----------------------------------------------------------------115

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