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研究生:蘇華哈納
研究生(外文):Phy Sovadhana
論文名稱:The Influence of Service Convenience and Service Climate on Service Quality and Its Influence on Customer Satisfaction, Customer Value amd Behavioral Intentions of Banking Service in Cambodia
論文名稱(外文):The Influence of Service Convenience and Service Climate on Service Quality and Its Influence on Customer Satisfaction, Customer Value amd Behavioral Intentions of Banking Service in Cambodia
指導教授:林清河林清河引用關係
指導教授(外文):Chinho Lin
學位類別:碩士
校院名稱:國立成功大學
系所名稱:國際管理碩士在職專班
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:2008
畢業學年度:96
語文別:英文
論文頁數:122
外文關鍵詞:Service ConvenienceService ClimateCustomer SatisfactionService QualityCustomer Value and Behavioral Intentions
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This study aims to explore the relationship among service climate, service convenience and service quality, which influence on customer value, customer satisfaction and behavioral intention.
More importantly, the quality of service is the main concepts and issue in this paper by paying attention to investigate how to improve service quality on banking service to customers and how to provide them the best service by focusing on service climate and service convenience. Moreover, customer satisfaction, customer value and behavioral intention are also influenced by service quality. Simple linear regression was used to test the relationship among constructs. The result found that among each construct such as service climate, service convenience, service quality, customer value, customer satisfaction, and behavioral intention have positive influence on each other. Thus, nine hypotheses are supported in this paper.
Hence, the finding suggests that service quality is perceived to be the most important factor and manager of banking service should further understand about customer behavior to improve service quality in order to create value and satisfy customers.
ACKNOWLEDGEMENTS I
ABSTRACT II
TABLE OF CONTENT III
LIST OF TABLES VIII
LIST OF FIGURES X
CHAPTER ONE INTRODUCTION 1
1.1 Research Background and Motivation 1
1.2 Research Objectives 6
1.3 Scope of the Research 6
1.4 Research Flow 7
1.5 Research Structure 8
CHAPTER TWO LITERATURE REVIEW 9
2.1 Cambodia Background 9
2.2 Defining Related Research Constructs 12
2.2.1 Service Convenience 12
2.2.2. Service Climate 19
2.2.3. Service Quality 21
2.2.4. Customer Value 25
2.2.5. Customer Satisfaction 27
2.2.6. Behavior Intention 29
2.3 Hypothesis Development 30
2.3.1 Relationship between Service Climate and Service Convenience 30
2.3.2 Relationship between Service Convenience and Service Quality 31
2.3.3 Relationship between Service Climate and Service Quality 33
2.3.4 Relationship between Service Quality and Satisfaction 34
2.3.5 Relationship between Service Quality and Customer Value 36
2.3.6 Relationship between Service Quality and Behavioral Intention 37
2.3.7 Relationship between Customer Value and Customer Satisfaction 38
2.3.8 Relationship between Customer Value and Behavioral Intentions 39
2.3.9 Relationship between Satisfaction and Behavioral Intentions 40
CHAPTER THREE RESEARCH DESIGN AND METHODOLOGY 41
3.1 The Conceptual Model 41
3.2 The Construct Measurement Procedures 42
3.2.1 Service Convenience 42
3.2.2 Service Climate 44
3.2.3 Service Quality 45
3.2.4 Customer Satisfaction 46
3.2.5 Customer Value 46
3.2.6 Behavioral Intentions 48
3.3 Hypotheses To Be Tested 48
3.4 Questionnaire Design 48
3.5 Sampling Plan 49
3. 6 Data Analysis Procedures 49
3.6.1 Descriptive Statistic Analysis 49
3.6.2 Factor Analysis and Reliability Test 50
3.6.3 T-test 51
3.6.4 One Way Analysis of Variance (ANOVA) 51
3.6.5 Regression Analysis 51
3.6.6 Structural Equation Modeling (SEM) 52
CHAPTER FOUR DATA ANALYSIS AND MESUREMENTS 53
4.1 Data Collection 53
4.2 Characteristics Respondents 54
4.3 Descriptive Analysis 56
4.3.1 Descriptive Analysis of Service Convenience 56
4.3.2 Descriptive Analysis of Service Climate 57
4.3.3 Descriptive Analysis of Service Quality 59
4.3.4 Descriptive Analysis of Customer Satisfaction 60
4.3.5 Descriptive Analysis of Customer Value 60
4.3.6 Descriptive Analysis of Behavioral Intention 61
4.4 Factor Analysis and Reliability Test 62
4.4.1 Factor Analysis and Reliability of Service Convenience 63
4.4.2 Factor Analysis and Reliability of Service Climate 64
4.4.3 Factor Analysis and Reliability of Service Quality 65
4.4.4 Factor Analysis and Reliability of Customer Satisfaction 66
4.4.5 Factor Analysis and Reliability of Customer Value 67
4.4.6 Factor Analysis and Reliability Test of Behavioral Intention 69
4.5 The Differences in each Construct According to Respondents’ Characteristics 69
4.5.1 The Differences of Service Climate, Service Convenience, Service Quality, Customer Value, Customer Satisfaction and Behavioral Intention by Gender 70
4.5.2 The Differences of Service Climate, Service Convenience, Service Quality, Customer Value, Customer Satisfaction and Behavioral Intention by age 71
4.6 Regression Analysis 73
4.6.1 The Regression Analysis for Service Climate Influencing on Service Convenience 73
4.6.2 The Regression Analysis for Service Convenience Influencing on Service Quality 74
4.6.3 The Regression Analysis for Service Climate Influencing on Service quality 75
4.6.4 The Regression Analysis for Service Quality Influencing on Customer Satisfaction 76
4.6.5 The Regression Analysis for Service Quality Influencing on Customer Value 76
4.6.6 The Regression Analysis for Service Quality Influencing on Behavioral Intention 77
4.6.7 The Regression for Customer Value Influencing on Customer Satisfaction 78
4.6.8 The Regression Analysis for Customer value Influencing on Behavioral Intention 79
4.6.9 The Regression Analysis for Customer Satisfaction Influencing on Behavioral Intention 79
4.7 Mediating Effect Model 80
4.7.1 Service Climate Influencing on Service Quality with Mediating Effect of Service Convenience 80
4.7.2 Service Quality Influencing on Behavioral Intention with Mediating Effect of Customer Satisfaction 81
4.7.3 Service Quality Influencing on Behavioral Intention with Mediating Effect of Customer Value 82
4.7.4 Customer Value Influencing on Behavioral Intention with Mediating Effect of Customer Satisfaction 83
4.8 Testing the Full Model Using Structural Equation Model 84
4.8.1 The Model of Service Climate, Service Convenience, Service Quality, Customer Satisfaction, Customer Value and Behavioral Intention. 85
CHAPTER FIVE CONCLUSION AND RECOMMENDATIONS 90
5.1 Discussion and Conclusion 90
5.2 Managerial Implication 92
5.3 Limitation and Future Research 94
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