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研究生:陳天成
研究生(外文):Tien-Cheng Chen
論文名稱:服務品質、顧客價值、關係品質對顧客滿意度影響之研究—以南部地區用電設備檢驗維護業為例
論文名稱(外文):Service Quality, Customer Value,Relationship Between The Quality of Research on the Impact of Customer Satisfaction - To the Southern Region to Maintain Electrical Equipment Industry as an Example Test
指導教授:曾信超曾信超引用關係
學位類別:碩士
校院名稱:長榮大學
系所名稱:高階管理碩士在職專班(EMBA)
學門:商業及管理學門
學類:其他商業及管理學類
論文種類:學術論文
論文出版年:2009
畢業學年度:97
語文別:中文
論文頁數:102
中文關鍵詞:用電設備檢驗維護業服務品質顧客價值關係品質顧客滿意度
外文關鍵詞:Maintenance of electrical equipment testing industryservice qualitycustomer valuerelationship qualitycustomer satisfacti
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在經濟結構巨幅變化,競爭日趨激烈,產品差距日漸縮小之際,未來企業成功的關鍵,勢必除了技術的高下外,更以服務的優劣為導向。但即使有再好的服務,或高品質的服務傳遞過程,也難保執行作業的從業員不會犯錯,在面臨服務失敗時,顧客的抱怨行為將接踵而至,而有效掌握服務失誤的成因及妥善進行服務失誤補救處理,把不滿的顧客變為一輩子的顧客,就顯得格外重要。
本研究主要是以用電設備檢驗維護業之顧客做為研究的對象,進而探討用電設備檢驗維護業之服務品質、顧客價值、關係品質、顧客滿意度四者之間的關聯性,並以服務品質基礎的研究架構模式,採用多變量變異數分析、信度分析、效度分析、結構方程模式等統計學工具,分析各變數間的影響效果。
結果發現:(1)服務品質對顧客價值有正向影響關係;(2)服務品質對關係品質有正向影響關係;(3)服務品質對顧客滿意度具有顯著的正向影響關係;(4)顧客價值對關係品質有正向影響關係;(5)顧客價值對顧客滿意度有正向影響關係;(6)關係品質對顧客滿意度有正向影響關係;這些研究結果可以提供用電設備檢驗維護業改善不良及不足的服務品質的有效的處理方式,並且更精進用電設備檢驗維護業的服務效能,同時更能促進各種產業競爭力的提升。
Huge changes in the economic structure, increasing competition, products, narrow gap, the key to future business success, it is bound in addition to high technology, but also to the merits of service-oriented. But even the best services, or high-quality service delivery process, there is no guarantee that the implementation of operations employees will not make mistakes, in the face of service failure, customers will follow the acts complained of, and effective grasp of the causes of service failures and proper remedy to deal with service failures, and dissatisfied customers into lifetime customers, it becomes more important.
The purpose of this study is to test electrical equipment maintenance industry customers as the object of study, and to explore the maintenance of electrical equipment testing services to industry quality, customer value, relationship quality, customer satisfaction between the four relevance, and to Research on quality of service-based architecture model, the use of changing the number of abnormal volume change analysis, analysis of letters degree, degree efficiency analysis, structural equation modeling and other statistical tools to analyze the effects of inter-variable.
The results showed that: (1) quality of service value to customer relations are affected; (2) of the relationship between service quality have a positive impact on relationship quality; (3) service quality of customer satisfaction with the relationship between significant positive effects; (4 ) on the relationship between customer value have a positive impact on relationship quality; (5) customer value have positive effects on the relationship between customer satisfaction; (6) relationship quality has positive effects on the relationship between customer satisfaction; these findings can provide electrical equipment maintenance inspection and adverse industry to improve quality of service less than an effective way of handling, and more alcohol into the maintenance of electrical equipment testing services to industry performance, while better promoting the upgrading of industrial competitiveness.
第一章 緒論…………………………………………………….. 1
第一節 研究背景與動機…………………………………………….. 1
第二節 研究範圍與目的…………………………………………….. 3
第三節 研究流程…………………………………………………….. 4
第四節 論文大綱……………………………………………………. 5
第二章 文獻探討………………………………………….…. 6
第一節 服務品質………………….………………………………….6
第二節 顧客價值…….…………………………………………… 13
第三節 關係品質…………………….…………………………… 19
第四節 顧客滿意度………………………………………………… 23
第五節 服務品質、顧客價值、關係品質與顧客滿意度之相關研究..27
第三章 研究方法…………………………………………….. 31
第一節 研究架構…………………………………………………… 31
第二節 研究假設與推導…………………………………………… 32
第三節 研究變數之操作型定義…………………………………… 35
第四節 問項衡量與問卷設計……………………………………… 38
第五節 抽樣設計…………………………………………………….42
第六節 共同方法變異問題之處理………………………………….43
第七節 資料分析方法……………………………………………….44
第四章 實證結果與討論…………………………………….. 48
第一節 樣本基本屬性分析………………………………………… 48
第二節 電檢公司之服務品質現況分析…………………………… 49
第三節 電檢公司之顧客價值現況分析………………….…....……51
第四節 電檢公司之關係品質現況分析……………….….…………53
第五節 電檢公司之顧客滿意度現況分析………………….……….55
第六節 服務品質量表之因素分析…………………………………..57
第七節 顧客價值量表之因素分析…………………………………..60
第八節 關係品質量表之因素分析…………………………………..63
第九節 衡量模式之評估……………………………………………..65
第十節 整體模式之關係分析………………………………………..75
第五章 結論與建議…………………………………………...85
第一節 結論………………………………………………………… 85
第二節 管理意涵……………………………………………………88
第三節 對電檢公司之建議…………………………………… 89
第四節 後續研究建議……………………………………………… 90
第五節 研究限制…………………………………………………….91

參考文獻……………………………………………………….. 92
附錄-問卷……………………………………………………....100


表目錄
表2-1 服務品質之定義………………………………………….………9
表2-2 顧客價值之定義………………………………………….……. 16
表2-3 關係品質之定義…………………………….………………… 20
表2-4 顧客滿意度之定義…………………………..………………… 24
表3-1 潛在變數之操作定義………………………………………….. 37
表3-2 服務品質衡量問項…………………………………………….. 39
表3-3 顧客價值的衡量問項…………………………………………. 39
表3-4 關係品質的衡量問項………………………………………….. 40
表3-5 顧客滿意度的衡量問項…………………………………..…… 41
表4-1 基本資料分析表(n=219)………………………………………..48
表4-2 服務品質現況分析表………………………………………….. 50
表4-3 服務品質多變量變異數分析………………………………….. 50
表4-4 顧客價值現況分析表………………………………………….. 52
表4-5 顧客價值多變量變異數分析………………………………….. 52
表4-6 關係品質現況分析表………………………………………….. 54
表4-7 關係品質多變量變異數分析………………………………….. 54
表4-8 顧客滿意度現況分析表……………………………………….. 56
表4-9 顧客滿意度單變量變異數分析……………………………….. 56
表4-10 服務品質構面因素分析表…………………………………….. 59
表4-11 顧客價值構面因素分析表………….………………………….62
表4-12 關係品質構面因素分析表………………………………………62
表4-13 服務品質量表之信度分析…………………………..…………..66
表4-14 顧客價值量表之信度分析………………………….….………...67
表4-15 關係品質量表之信度分析……………………….….…………...67
表4-16 顧客滿意度量表之信度分析…………………….….……………68
表4-17 服務品質量表的二階驗證性因素分析……………..……………70
表4-18 顧客價值量表的二階驗證性因素分析……………….………….71
表4-19 關係品質量表的二階驗證性因素分析……………….………….72
表4-20 顧客滿意度量表的驗證性因素分析………………..……………72
表4-21 服務品質量表之區別效度分析…………………..………………73
表4-22 顧客價值量表之區別效度分析…………………………………..74
表4-23 關係品質量表之區別效度分析………………….……………….74
表4-24 整體模式配適度指標檢定結果…………………………………..80
表4-25 研究模式模式各因素負荷………………………………………..81
表4-26 整體模式各變項路徑之關係與假設檢定………..………..……..81
表4-27 整體模式潛在變數間的影響效果……………….……………….83



圖目錄
圖1-1 研究流程圖…………………………………………………….. 4
圖2-1 PZB服務品質模型之決定因素………………………………... 12
圖3-1 研究模式……………………………………………………..… 31
圖4-1 電檢公司之服務品質關係模式圖………………………... 76
圖4-2 服務品質、顧客價值、關係品質與顧客滿意度關係模式實證結果………………………………….............................................. .83
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