跳到主要內容

臺灣博碩士論文加值系統

(3.235.185.78) 您好!臺灣時間:2021/07/27 18:05
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:林財合
研究生(外文):Chhay Hak Sokh
論文名稱(外文):A Study of Relationship between Service Quality, Customer Satisfaction, and Customer Loyalty
指導教授:林吉祥林吉祥引用關係
學位類別:碩士
校院名稱:南台科技大學
系所名稱:企業管理系
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
畢業學年度:95
語文別:英文
論文頁數:93
外文關鍵詞:service qualitycustomer satisfactioncustomer loyaltydepartment storescommitmentapostle-like behaviorownershiployal
相關次數:
  • 被引用被引用:0
  • 點閱點閱:63
  • 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:0
ABSTRACT
The main purpose of our study is to identify the relationship between customer service, customer satisfaction, loyalty and loyalty outcomes within the context of department stores.
Maintaining superior service quality is believed to influence customers’ post-sale behavior such as customer satisfaction and loyalty, which results beneficial consequences to business organizations. Those customers would buy more as the company introduces new products and upgrades existing products, talk favorably about the company and its products, pay less attention to competing brands and is less sensitive to price, offer product or service ideas to the company, and costs less to serve than new customers because transactions are routines. In this regard, our research is intentionally designed to find out these relationships.
To achieve the goal of this study, 159 valid questionnaires are utilized for data analysis. As results, the perception of service quality was found statistically significant different among several categories of shopping interests. Among all dimensions of service quality, results of our regression analysis revealed that Tangibles is the prominent aspect, followed by Reliability, Responsiveness, and Empathy as influential factors. These inform managements of department stores that they are the most important aspects that customers take into consideration in their shopping behaviors. Also, positive relationships between service quality and all five-hierarchy of costumer behaviors were supported in our study. Large proportions of customer satisfaction, loyalty, commitment, and apostle-like behavior can be favorably explained by service quality. Notably, the ownership is perceived as having smaller proportion than the others.
The study also provides some managerial implications to managements of department stores about the important aspects of service quality. The surrounding, physical appearances, personnel appearances, or store layouts are the most important aspect in our findings. Moreover, a particular focus on improving the relationship with customers is also supported in our study.

Keywords: service quality, customer satisfaction, customer loyalty, department stores, commitment, apostle-like behavior, ownership, loyalty outcomes.
TABLE OF CONTENTS

ABSTRACT v
ACKNOWLEDGEMENTS vii
TABLE OF CONTENTS viii
LIST OF TABLES x
LIST OF FIGURES xii
CHAPTER 1: INTRODUCTION 1
1.1. Background 1
1.2. Research Questions 5
1.3. Purpose of Study 5
1.4. Limitations of Study 6
1.5. Procedure of Study 6
CHAPTER 2: LITERATURE REVIEWS 7
2.1. Department Store Context 7
2.2. Service Quality 9
2.2.1. Definitions and Concept of Service Quality 9
2.2.2. Assessments of Service Quality 12
2.3. Customer Satisfaction 16
2.3.1. Definitions and Concept of Customer Satisfaction 16
2.3.2. Assessments of Customer Satisfaction 18
2.4. Customer Loyalty and Loyalty Outcomes 18
CHAPTER 3: METHODOLOGY 23
3.1. Research Framework 23
3.2. Research Hypotheses 24
3.3. Sampling and Data Collection 25
3.4. Instrumentation 25
3.5. Data Analysis Methods 28
CHAPTER 4: DATA ANALYSIS AND RESULTS 30
4.1. Description of Sample 30
4.2. Reliability of Research Instruments 36
4.3. Research Hypothesis Testing 38
4.3.1. Research Hypothesis 1 39
4.3.2. Research Hypothesis 2 and 2a 44
4.3.3. Research Hypothesis 3 and 3a 46
4.3.4. Research Hypothesis 4 and 4a 47
4.3.5. Research Hypothesis 5 50
4.3.6. Research Hypothesis 6 50
4.4. Research Findings and Discussions 52
CHAPTER 5: CONCLUSION 61
5.1. Summary of Study 61
5.2. Implications of Study 64
5.3. Recommendations for Future Research 66
REFERENCES 68
APPENDICES 72
Appendix 1: Questionnaire (Chinese Version) 73
Appendix 2: Questionnaire (English Version) 77

LIST OF TABLES

Table 4.1. Description of Respondents by Gender 31
Table 4.2. Description of Respondents by Marital Status 31
Table 4.3. Description of Respondents by Age 32
Table 4.4. Description of Respondents by Occupation 33
Table 4.5. Description of Respondents by Monthly Income 33
Table 4.6. Description of Respondents by Shopping Expenses 34
Table 4.7. Description of Respondents by Shopping Interests 35
Table 4.8. Description of Respondents by Shopping Frequencies 35
Table 4.9. Description of Respondents by Buying Frequencies 36
Table 4.10. Reliability of the Measurements of Service Quality 38
Table 4.11. Descriptive Statistics for Variances 39
Table 4.12. Mean and Standard Deviation of Service Quality by Age 40
Table 4.13. One-Way Analysis of Variance of Service Quality by Age 41
Table 4.14. Mean and Standard Deviation of Service Quality by Gender 41
Table 4.15. One-Way Analysis of Variance of Service Quality by Gender 41
Table 4.16. Mean and Standard Deviation of Service Quality by Marital Status 42
Table 4.17. One-Way Analysis of Variance of Service Quality by Marital Status 42
Table 4.18. Mean and Standard Deviation of Service Quality by Shopping Interests 43
Table 4.19. One-Way Analysis of Variance of Service Quality by Shopping Interests 43
Table 4.20. The Effect of Service Quality on Customer Satisfaction 45
Table 4.21. The Influence of the Five Service Quality Dimensions on Customer Satisfaction 45
Table 4.22. The Effect of Service Quality on Customer Loyalty 46
Table 4.23. The Influence of the Five Service Quality Factors on Customer Loyalty 47
Table 4.24. The Effect of Service Quality on Commitment, Apostle-like Behavior, and Ownership 48
Table 4.25. The Influence of the Five Service Quality Factors on Commitment, Apostle-like Behavior, and Ownership 49
Table 4.26. The Effect of Customer Satisfaction on Loyalty 50
Table 4.27. The Influence of Customer Satisfaction on Loyalty 50
Table 4.28. Model Summary for the Effect of Customer Satisfaction on Loyalty 51
Table 4.29. The Influence of Customer Satisfaction on Loyalty 51
Table 4.30. Summary of Results of Research Hypothesis Testing 60

LIST OF FIGURES

Figure 1.1. Procedure of Study 6
Figure 2.1. Five Service Quality Dimensions 11
Figure 2.2. A Five-Hierarchy of Customer Behavior proposed by Heskett 21
Figure 2.3. Potential Positive Consequences of Delight 22
Figure 3.1. Theoretical Research Framework 24
Figure 4.1. The Effects of Five Service Quality Dimensions on Overall Customer satisfaction 54
Figure 4.2. The Effects of Five Service Quality Dimensions on Customer Loyalty 55
Figure 4.3. The Effects of Five Service Quality Dimensions on Commitment 56
Figure 4.4. The Effects of Five Service Quality Dimensions on Apostle-like Behavior 57
Figure 4.5. The Effects of Five Service Quality Dimensions on Ownership 57
Figure 4.6. The Effects of Customer Satisfaction on Customer Loyalty 58
Figure 4.7. The Effects of Customer Loyalty on three Loyalty Outcomes 59
Figure 5.1. Relationship between Service Quality and Hessket’s Five Hierarchy of Customer Behaviors 63
REFERENCES
Anderson, E.W. & Fornell, C. (1994). Customer satisfaction research prospectus. in Rust, R.T., Oliver, R.L. Service quality (241-268). Thousand Oaks, Sage Publication.
Baldinger, A.L. & Rubinson, J. (1996). Brand loyalty: the link between attitude and behavior. Journal of Advertising Research, 36(6), 22-34.
Berry, L.L., Parasuraman, A. & Zeithaml, V.A. (1988). The service quality puzzle, Business Horizon, 31(5), 35-43.
Berry, L.L. & Parasuraman, A. (1991). Marketing services: Competing through quality. New York: The Free Press.
Berman, B. (2005). How to delight your customers. California Management Review, 48(1), Fall 2005.
Bitner, M.J. (1990). Evaluating service encounters: The effects of physical surroundings on employee responses. Journal of Marketing, 54(April), 69-82.
Bloemer, J., de Ruyerter, K. & Wetzels, M. (1999). Linking perceived service quality and service loyalty: a multi-dimensional perspective. European Journal of Marketing, 33(11/12), 102-106.
Bolton, R.N. & Drew, J.H. (1991). A longitudinal analysis of the impact of service changes on customer attitudes. Journal of Marketing, 55 (January), 1-9.
Boulding, W., Kalra, A., Staellin, R. & Zeithaml, V.A. (1993). A dynamic process model of service quality: from expectations to behavioral intentions. Journal of Marketing Research, 30, February, 7-27.
Bowen, J.T. & Shoemaker, S. (1998). Loyalty: a strategic commitment. Cornell and Hotel Restaurant Administration Quarterly, 39(1), 45-51.
Brown, T.J., Churchill, J.R., & Peter, J.P. (1993). Improving the measurement of service quality. Journal of Retailing, 66(1), 127-139.
Churchill, G.A. & Carol, S. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 19 (November), 491-504.
Cortina, J.M. (1993). What is coefficient alpha? an examination of theory and applications. Journal of Applied Psychology, 78(1), 98-104.
Cronin, J.J. & Taylor, S.A. (1992). Measuring service quality: a reexamination and extension. Journal of Marketing, 56(July), 55-68.
Day, G.S. (1969). A two-dimensional concept of brand loyalty. Journal of Advertising Research, 9(3), 29-36.
Day, R.L. (1997). Extending the concept of consumer satisfaction. Atlanta: Association for Consumer Research, 4, 149-154.
Dick, S.A. & Basu,, K. (1994). Customer loyalty: toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99-113.
Dodds, K.B., Monroe, K.B. & Grewal, D. (1991). Effects of price, brand, and store information on buyers’ product evaluations. Journal of Marketing Research, 28 (1991), 307–319.
Finn, D.W. & Lamb, C.W. (1991). An evaluation of the SERVQUAL scale in a retailing setting. Advance in Consumer Research, 18, 483-490.
Fornell, C., & Wernerfelt, B. (1987). Defensive marketing strategy by customer complaint management: A theoretical analysis. Journal of Marketing Research, 24, 337-346.
Gagliano, K.B. & Hathcote, J. (1994). Customer expectations and perceptions of service quality in retail apparel specialty stores. Journal of Service Marketing, 8(1), 60-69.
Gremler, D.D. & Brown, S.W. (1996). Service loyalty, its nature, importance and implications, in Wong, A., & Sohal, A. 2003. Service quality and customer loyalty perspectives on two levels of retail relationships. Journal of Service Marketing, 17, 495-513.
Grewal, D., Monroe, K.B., & Krishnana, R. (1998). The effects of price comparison advertising on buyers’ perceptions of acquisition value and transaction value. Journal of Marketing, 62, 46-59.
Griffin, J. (1996). The internet’s expanding role in building customer loyalty. Direct Marketing, 59(7), pp.50-53.
Gronroos, C. (1984). Service management and marketing: managing the moment of truth in service competition. Lexington. MASS: Lexington Books.
Gronroos, C. (2000). Service management and marketing: a customer relationship management approach. 2nd ed. Baffins Lane, Chichester, West Sussex, UK.
Hair, J.F, Anderson, R.E., Tatham, R.L., & Black, W.C. (1998). Multivariate data analysis, 5th ed. Prentice-Hall, Upper Saddle River, New Jersey.
Heskett, J.L. (2002). Beyond customer loyalty. Managing Service Quality, 12(6), 355-357.
Jarvis, L.P. & Wilcox, J.B. (1977). True vendor loyalty or simply repeat purchase behavior? Industrial Marketing Management, 6, 9-14.
Jennifer, R. (1998). Quality measurement in the public sector: Some perspectives from the service quality literature. Total Quality Management, 9(2/3), 321-334.
Jones, T.O. & Sasser, W.E. (1995). Why satisfied customers defect. Harvard Business Review, November-December, 88-99.
Kotler P., (2003). Marketing Management: Analysis, Planning, Implementation, and Control. 11th ed., Prentice-Hall, Upper Saddle River, New Jersey.
Kotler, P. & Singh, R. (1981). Marketing warfare in the 1980’s. Journal of Business Strategy, Winter, 30-34.
Leech, N.L., Barrett, K.C., & Morgan, G.A. (2005). SPSS for Intermediate Statistics: Use and Interpretation. 2nd ed., Mahwah, New Jersey.
Moin, D. (1997). The department store saga. WWD, 4 June, 173(107), S4(5).
Noble, S.M. & Phillips, J. (2004). Relationship Hindrance: Why would consumers not want a relationship with a retailer? Journal of Retailing, 80.
O’Dell. S.M., & Joan A.P. (2000). The Butterfly Customer: Capturing the loyalty of today’s elusive customer. Ontorio, Toronto.
Oliver, R.L. (1997). Satisfaction: A behavioral perspective on the consumer. New York: McGraw-Hill.
Pallant, J. (2001). SPSS Survival Manual: A step by step guide to data analysis using SPSS for Windows. Maidenhead, Philadelphia.
Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1991). Refinement and reassessment of the SERQUAL scale. Journal of Retailing, 67, 420-450.
Parasuraman, A. Zeithaml, V.A. & Berry, L.L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: Implications for future research. Journal of Marketing 58(1), 111-124.
Petterson, P.G. & Spreng, R.A. (1997). Modeling the relationship between perceived value, satisfaction and repurchase intentions in a business to business, services context: an empirical examination. International Journal of Service Industry Management, 8(5), 414-434.
Pritchard, M.P. & Howard, D.R. (1997). The loyalty traveler: examining a typology of service patronage. Journal of Travel Research. Spring, 2-10.
Reichhelds, K.E. (1993). Loyalty-based management. Harvard Business Review, March-April, 64-73.
Rust, R.T., & Oliver, R.L. (1994). Insights and managerial implications from the frontier. in Rust, R.T., & Oliver, R.L. Service quality (241-268). Thousand Oaks, Sage Publication.
Sheth, J.N. & Parvatiyar, A. (1995). Relationship marketing in consumer markets: antecedents and consequences. Journal of the Academy of Marketing Science, 23(4), 255-271.
Shuling, H. (2005). Far Eastern Department Store. MasterLink Security, October, 1-6.
Sivadas, E. & Baker-Prewit, L.J. (2000). An examination of relationship between service quality, customer satisfaction, and store loyalty. International Journal of Retail & Distribution Management, 28(2), 73-82.
Spreng, R.A., Mackenzie S.B., & Olshavsky, R.W. (1996), A reexamination of the determinants of consumer satisfaction. Journal of Marketing, 60, 15-32.
Taylor, S.A. & Baker, T.L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers’ purchase intentions. Journal of Retailing, 70(2), 163-178.
Trappey, C.V. (1998). An analysis of Taiwan’s retail market using Leites’ method. Industrial Management & Data Systems, 98(2), 48-54.
Trappey, V.C. & Meng Kuan, L. (1996). Retailing in Taiwan: modernization and the emergence of new formats. Industrial Journal of Retail & Distribution Management, 24(8), 31-37.
William, C. (1998). Is the SERVQUAL model an appropriate management tool for measuring service delivery quality in the UK leisure industry? Managing Leisure, 3, 98-110.
Wong, A., & Sohal, A. (2003). Service quality and customer loyalty perspectives on two levels of retail relationships. Journal of Service Marketing, 17, 495-513.
Zeithaml, V.A., Berry, L.L. & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46.
Zeithaml, V.A., Parasuraman, A., & Berry, L.L. (1990). Delivering quality service. The Free Press. New York, NY.
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
1. 民宿消費者的動機、決策因素與未來行為之研究-以高雄市國小教師為例
2. The Impact of Macroeconomic Announcements on Foreign Exchange Rates
3. Customer Satisfaction and Store Attributes: A Comparative Study between Convenience Store in Indonesia and in Taiwan
4. Modeling the Consumer Perceived Value of Man Cosmetics, Fragrance, and Toiletries (CFT) Products: Indonesian and Taiwanese consumer behavior
5. The Determinants of Foreign Institutional Investor Investment in India
6. The Study of Country of Origin Effect Cambodia Consumer Perception on Local and Non Local Brand Preference, Perceive Quality, Price and Purchase Intention
7. Behavioral Finance: Mechanisms that Causes the Disposition Theory and its Effects on Investor Decision
8. THE RELATIONSHIP BETWEEN CORPORATE STRATEGY, CAPITAL STRUCTURE AND FIRM PERFORMANCE: An Empirical study of the listed companies in Vietnam
9. SourcesOfVietnam’sEconomicGrowth1986–2006:IncorporatingHumanCapitalAccumulation
10. 醫院權屬別與健保相對非獲利醫療服務提供之關係
11. 服務業國際化對所有權選擇之研究
12. 公立醫院員工心理擁有感與工作滿意度及組織承諾之相關研究
13. 董事會結構對發行員工新股獎勵決策之影響-以股東行動主義為干擾變數
14. Investigating Relationships Among Intra-team trust,Reward systems and Knowledge Sharing Behavior in Indian Industries
15. 治理機制與企業價值之關聯性研究-以資訊服務產業為例