跳到主要內容

臺灣博碩士論文加值系統

(44.220.62.183) 您好!臺灣時間:2024/02/27 20:27
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

我願授權國圖
: 
twitterline
研究生:葉承澤
研究生(外文):Cheng-Tse Ye
論文名稱:產險業顧客滿意與忠誠度之研究-以汽車保險為例
論文名稱(外文):A Study on the Relationship between Customer Satisfaction and Loyalty for Property Insurance- The Case of Automobile Insurance
指導教授:鄭家宜鄭家宜引用關係
學位類別:碩士
校院名稱:銘傳大學
系所名稱:風險管理與保險學系碩士在職專班
學門:商業及管理學門
學類:風險管理學類
論文種類:學術論文
論文出版年:2006
畢業學年度:94
語文別:中文
論文頁數:84
中文關鍵詞:涉入程度顧客忠誠度顧客滿意度
外文關鍵詞:customer satisfactioncustomer loyaltyinvolvement
相關次數:
  • 被引用被引用:4
  • 點閱點閱:198
  • 評分評分:
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:2
汽車保險在這幾年已經受到始無前例改變,而這些改變已經為自然環境的競爭帶來釵h衝擊。消費者行為多元化促使產險公司必須在所提供的產品與服務中考量顧客本身接受服務經驗的認知感受。
顧客滿意已成為企業維繫顧客關係主要成份,本研究試圖依據顧客滿意及涉入程度理論基礎,探討不同顧客滿意的構面對顧客忠誠度之影響。另外假設高、低涉入程度及不同業務來源對此影響有調節效果。
以台灣前五大的產險公司進行問卷調查,問卷回收484份,結果顯示顧客滿意的構面中服務、情境因素、人員服務、產品溝通對顧客忠誠度回應有正向的影響效果;另外,分析結果顯示不同業務來源及不同顧客涉入程度對此影響具有調節的效果。
The automobile insurance industry has undergone unprecedented changes in recent years. These changes have had much impact on the competitive nature of the environment within this sector. The diversification of consumer behavior in this sphere has created the need for non-life insurance organizations to accommodate customers’ perceptions about their service experiences.
Customer satisfaction is recognized as a main ingredient for a company to maintain relationship with customers. Based on the theory of customer satisfaction and involvement, the present study attempts to explore the relationship between different dimensions of satisfaction and customer loyalty. These relationships are then hypothesized to be moderated by high versus low customer involvement, and by different marketing channels.
Utilizing survey research, and using 484 data from the top-five firms on non-life insurance industry in Taiwan, the finding indicates that the degree to which service experiences, situational factors, personnel services, and product communication satisfaction have positive influences on customer loyalty. Further analysis based on the customer involvement and marketing distribution also shows moderating effects between customer satisfaction and loyalty.
目錄
頁次
論文題目……………………………………………………………І
論文口試委員審定書………………………………………………ІІ
國圖論文授權書……………………………………………………ІІІ
誌謝…………………………………………………………………ІV
中文摘要……………………………………………………………V
英文摘要………………………………………………………… VІ
目錄……………………………………………………………… VІІ
圖目錄…………………………………………………………… ІΧ
表目錄…………………………………………………………… Χ
第一章、緒論
第一節、研究背景與動機………………………………… 1
第二節、研究目的………………………………………… 4
第三節、研究問題………………………………………… 5
第四節、研究步驟………………………………………… 6
第五節、研究範圍………………………………………… 7
第二章、文獻探討
第一節、顧客滿意度……………………………………… 8
第二節、顧客忠誠度的回應……………………………… 13
第三節、顧客的涉入程度………………………………… 16
第四節、產險業的行銷通路……………………………… 21
第三章、研究設計與方法
第一節、研究架構………………………………………… 24
第二節、研究假設……………………………………………… 25
第三節、研究變數之操作性定義及衡量項目………………… 26
第四節、分析工具……………………………………………… 31
第五節、柚樣設計……………………………………………… 33
第四章、資料分析與研究發現
第一節、樣本資料……………………………………………… 35
第二節、問卷樣本之因素分析………………………………… 46
第三節、問卷之效度分析與信度分析………………………… 49
第四節、資料檢驗……………………………………………… 52
第五節、顧客滿意度對顧客忠誠度影響效果之分析………… 54
第六節、研究假設驗證結果…………………………………… 65
第五章、結論與建議
第一節、研究結論……………………………………………… 67
第二節、研究建議……………………………………………… 72
第三節、研究限制與後續研究建議…………………………… 74
參考文獻………………………………………………………… 76
附錄:研究問卷………………………………………………… 82
一、中文部份

1.邱皓政,量化研究法規(一),台北:雙葉書廊,2005。
2.林師模、陳苑欽,多變量分析,台北:雙葉書廊,2004。
3.林靈宏,消費品類型、創新類型與新產品行銷策略關係研究,政治大學企業管理研究所,博士論文,1994.
4.吳幸容,行動電話消費者滿意度之研究,長榮管理學院經營管理研究所,碩士論文,2001.
5.吳萬益、林清河,企業研究方法,台北:華泰書局,2001。
6.凌氤寶、康裕民、陳森松,保險學-理論與實務,台北:華泰書局,1998.
7.徐英倫,高雄市民營固網電信顧客滿意度之研究,高雄第一科技大學行銷與流通管理所,碩士論文,2002.
8.釩T雄,金融機構顧客滿意評量模式之研究,銘傳大學金融研究所,碩士論文,2001.
9.華英傑,服務品質顧客滿意度與購買傾向關係之研究:保險業之實證,政治大學企業管理研究所,碩士論文,1996.
10.陳順瑲,影響產險業顧客再購意願因素之研究,朝陽科技大學企業管理研究所,碩士論文,2003.
11.陳淑芳,顧客關係、服務品質、品牌形象、顧客滿意度與再購買意願間關係之研究,大同大學事業經營研究所,碩士論文,2003.
12.梁憲章,涉入與關係行銷之中介變數實證研究:以銀行業為例,逢甲大學企業管理研究所,碩士論文,2001.
13.詹景棋,我國內線航空公司旅客滿意度與忠誠度之關係研究,國立海洋大學航運管理研究所,碩士論文,2001.
14.楊介中,汽車保險消費者購買行為之研究,台灣大學商學研究所,
碩士論文,1986.
15.楊世瑩,SPSS統計分析實務,台北:旗標出版股份有限公司,2006.
16.蔡育倫,任意汽車責任保險認知涉入與購買行為之關係,逢甲大學保險研究所,碩士論文,1999.
17.廖志逢,銀行保險消費者購買動機、認知、涉入與意願之研究,朝陽科技大學企業管理系碩士班,碩士論文,2004.
18.鄭紹成,服務業服務失誤、挽回服務與顧客反應之研究,文化大學國際企業管理研究所,博士論文,1997.
19.鄭鎮樑、王維元、張邦茹、范姜肱,「台灣產物保險市場行銷通路趨勢之探討」,中華民國核保學會核保學報,第十一卷,2003年03月,頁89-122
19.賴其勛,消費者抱怨行為.抱怨後行為及其影響因素之研究,台灣大學商學研究所,博士論文,1997.














二、英文部份

1.Andrews,Craig J.,Srinivas Durvasula, and Syed H, Akhter,” A Framework for Conceptualizing and Involvement Construct in Advertising Research” Journal of Advertising ,1990,PP.27-40
2.Arora,Raj ,“ Consumer Involvement in Service Decisions ”Journal of Professional Service Marketing , 1993,PP.50
3.Bansal, H.S. and P .A . Voyer ,” World-of-Mouth Processes within a Services purchase Decision Context ”, Journal of Service Research , 2000,PP.50-52
4.Bowman,D.and D. Narayandas ,”Managing Costomer-Initiated Contacts with Manufacturers: The Impact on Share og Category Reguirements and Word-of-Mouth Behavior”, Journal of Marketing Research , 2001,PP.281-297
5.Cardotte , Ernest R .Robert B. Woodruff and Roger L. enkins , ”Expectations and Norms in Models of Consumer Satisfaction” , Journal of Marketing Research ,1987, PP.305-314
6.Cardozo , Richard.N.,”An Expectations Study of Customer Effort, Expectations and Satisfaction ,Journal of Marketing Research ,1965 ,PP.244-249
7.Celsi,Richard L. and Jerry C.Olson,” The Role of Involvement in Attention and Comprehension Processes” Journal of Consumer Research,1988,PP.210-224
8.Chrchill , G. A and C.Surprenant,”An Investigation into the Determinants of Customer Satisfaction” ,Journal of Marketing Research, ,1982,PP.491-504。
9.Czepil,J.A,,”Perspective on Consumer Satisfaction”, AMA Conference Proceedings, 1974,PP.119-123。
10.Day ,Ralph L., ”Extending the Concept of Consumer Satisfaction” Atlanta Association for Consumer Research , 1977,PP149-154
11.Day ,Ralph.L.,and E.Laird Landon,”Toward a Theory of Consumer Conplaining Behavior”in Consumer and Industrial Buying Behavior,Arch Woodside, Jagdish Sheith, and Peteer Bennett ,eds , Amsterdam , North Holland Publishing Press, 1997,P432。
12.Fornell,C.”A National Customer Satisfaction Barometers : The Swedish Experience,” ,Journal of Marketing Research, 1992,PP.6-21。
13.Hempel,Donald.J,”Conceptualization of Consumer Satisfaction and Dissatisfaction ,H. Keith Hunt. ed, Cambriage Mass Marking. 1977,
14.Hennig-Thurau,T.,K.P.Gwinner and D.D. Gremler,” Understanding Relationship Marketing Outcomes : An Integration of Relational Benefits and Relationship Quality”, Journal of Service Research , 2002,PP.230-247
15.Heskett,James L.Thomas O .Jones.Gary W. Loveman ,W .Earl Sasser and Leonard A Schlesinger ,”Putting the Service Profit Chain to Work” Harvard Business Review, 1994, PP.164-174
16.Higie , Robin A. and Lawrence F. Feick,” Enduring Involvement Conceptual and Meausrement Issue” Association for Consumer Research , 1989,PP.690-696
17.Howard,J.A.,and Sheth,J.N.”The Theory of Buyer Behavior ” New York: John Wiley and Sons.
18.Jones ,Thomas . O. and W.Earl Sasser,J.R, ,”Why Satisified Customer Defect ”Harvaed Business Review, 1995,PP.88-99。
19.Lastovicka ,J.L. and D.M., Gardner,” Low Involvement Versus High Involvement Cognitive Structures “ Advances in Consumer Research , 1978,PP.87-92
20.Laurent,G and Jean-Noel Kapferer, “ Measuring Consumer Involvement Profiles” Journal of Marketing Research , 1985,PP.41-53
21.Lau,G.T.and Ng,Sophia, ”Individual and Situational Factors Influencing Negative Word-of-Mouth Behaviour ”,Canadian Journal of Administrative Sciences, 2001,PP.163-178
22.Myung-Soo Lee and Banwari Mittal, ”A Casual Model of Consumer Involvement” Journal of Economic Psychology,1989 PP.363-389
23.Oliver ,Richard L ,”Cognitive ,Affective ,and Attribute Base of the Satisfaction Response ”, Journal of Marketing Research ,1993,PP.418-430。
24.Oliver,R.L,”Measurment and Evaluation of Satisfaction Process in Retailing setting”, Journal of Retailing, 1981,PP25-48。
25.Oliver,R.L,and Wayne S.Desarbo,”Response Determinants in Satisfaction Judgements ”,Journal of Consumer Research , 1988,PP495-507。
26.Rothschild, Michael .,”Advertising Strategies for High and Low Involvement Situations” in Attitude Research Plays for High Stakes, J.C. Maloney and B. Siverman eds., Chicago :American Marketing Association, PP.74-93
27.Slama ,M.E.and A .Tashchian, ”Selected Socioeconomic and Demographic Characteristics Association with Purchasing Involvement “Journal of Marketing Research ,1985,PP.72-82
28.Smoldt,R.K.,”Turn Word of Mouth into a Marketing Advantage”, Health Forum Journal, 1988,PP.47-49
29.Solomon, Michael, Consumer Behavior ,Fourth Edition, Upper Saddle River, New Jersey : Prentice-Hall ,Inc
30.Tes,David K. and Peter C. Wilton ,”Models of Consumer Satisfaction Formation An Extension”, Journal of Marketing Research,1978,PP.204-212
31.Westbrook , Robert A ,”Intrapersonal Affective Influences on Consumer Satisfaction with Products”, Journal of Consumer Research,1980,PP.49-54
32.Woodruff,R.B.”Customer value : the next source for competitive advantage” Journal of the Academy of Marketing Research , 1977,PP.139-153
33.Wright,Pstter L., ”The Cognitive Processes Mediating Acceptance of A dvertising ” Journal of Marketing Research ,1973,PP.53-62
34.Zaichkowsky ,Judith L.” Measuring the Involvement Construct ” Journal of Consumer Research,1985,PP.4-14
35.Zaichkowsky ,Judith L. ” Conceptualizing Involvement” Journal of Advertising,1986,PP.4-14
36.Zeithaml,Vakarue A. and Mary J. Binter , Service Marketing New York Mc Graw Hill.
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top