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研究生:施智耀
研究生(外文):Chih-Yao Shih
論文名稱:物流服務、顧客滿意度與顧客忠誠度關聯性之研究—以買賣流通業個案公司為例
論文名稱(外文):The Relationship among Logistic Service Quality, Customer Satisfaction and Customer Loyalty-Take Wholesale Business for Instance
指導教授:梁榮輝梁榮輝引用關係陳文郎陳文郎引用關係
指導教授(外文):Jung-Hui LiangWen-Lang Chen
學位類別:碩士
校院名稱:清雲科技大學
系所名稱:國際企業管理研究所
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:2009
畢業學年度:97
語文別:中文
論文頁數:39
中文關鍵詞:商業知識物流服務顧客滿意度忠誠度SEM
外文關鍵詞:Commercial KnowledgeLogistic ServiceCustomer SatisfactionCustomer LoyaltySEM
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近年來,在全球化的影響下,經濟環境的變化尤其快速,企業為因應這樣的情況下,首先在傳統的買賣交易的商務行為模式下,發展出了一種以顧客服務為導向的商業行為,期望建立長久的一種買賣關係模式,因此建立關係變成為一種新的交易趨勢,尤其以在企業之間更是一種新的商業關係模式。
在整個商業行為演進的過程中,以及在追求未來長期性利益為考量下,彼此之間的關係建立在競爭、衝突、談判、協調與妥協的行為下,以求得最大利潤的服務滿意績效由此而生。
本研究透過機械零附件通路買賣業-大華貿易股份有限公司為研究對象,並以SEM(結構方程式)理論模式與驗證假說,透過問卷的方式進行販售通路網路對客戶關係建立與服務物流服務進行調查,並參考有關顧客服務滿意度、忠誠度、商業知識分享、以及供應鏈管理等文獻。在研究中並進一步探討服務滿意度是否為顧客忠誠度之關鍵因素。
In recent years, the globalization affects the fast changing of the economic environment. Industries in order to response this situation, first of all, sale and purchase transactions in the traditional mode of business conduct has develop a customer service-oriented business practices, and expecting to establishing a long-term buyer-seller relationship model. Therefore, build up a good relationship become a new trend in trade, especially for industries, it would be a new relationship of business.
Business practices throughout the course of evolution, as well as in the pursuit of long-term interests of future consideration, to establish the relationship between competition, conflict, negotiation, coordination and compromise under the act, in order to achieve maximum profits from the performance of the service satisfaction this for us.
In this study, pathways through the sale of machinery spare parts industry, take DaHwa Co., Ltd. as subjects. To use SEM (structural equation modeling) model and to verify the assumption by the questionnaire to sell network access to customers the relationship between the establishment of logistics services and services to investigate, and refer to the customer service satisfaction, loyalty, and business knowledge-sharing, as well as supply chain management literature. In this study would explore that whether service satisfaction was the key factor for customer loyalty or not.
中文摘要 i
英文摘要 ii
誌謝 iii
目錄 iv
表目錄 v
圖目錄 vi
符號說明 vii
第一章 緒論 1
1.1第一節 研究背景與動機 1
1.2 研究目的 2
1.3 研究範圍及對象 2
1.4 研究特色與流程 2
第二章 文獻探討 4
2.1 物流服務品質 4
2.2 知識分享與衝突管理 7
2.3 顧客滿意度與忠誠度 8
2.4 個案公司簡介 11
第三章 研究方法 13
3.1 研究架構 13
3.2 研究假說 13
3.3 問卷設計 15
3.4 抽樣設計與樣本結構 17
3.5 資料分析方法 18
第四章 實證結果與分析 22
4.1 信度與效度分析 22
4.2 敘述性統計分析 26
4.3 SEM結構分析 27
4.4 驗證假說 29
第五章 結論 31
5.1 研究結論與建議 31
5.2 研究限制 32
參考文獻 33
附錄 38
簡歷 40
一、中文文獻
1.王珮玲、邱雅暖,服務管理,第六講「服務品質評估」,台灣大學圖書資訊學研究所,民國87 年。
2.江書婷,「不同服務業類型下,服務品質與關係品質關聯性之研究」,東吳大學企業管理研究所碩士論文,民國90 年。
3.何明政,「零售服務業與顧客行為意向之實證研究—以台南市大型百貨公司為例」,國立成功大學工業管理研究所碩士論文,民國87 年。
4.余錦芳,「顧客滿意與品牌忠誠度之相關研究」,國立高雄第一科技大學行銷與流通管理系碩士論文,民國91 年。
5.李永年,「產品品質與服務品質對顧客滿意度及忠誠度之影響 – 以加油站為例」,國立政治大學企業管理研究所碩士論文,民國87 年。
6.李昭男,「服務品質與價格對滿意度與忠誠度之影響」,大業大學事業經營研究所碩士論文,民國91 年。
7.周庭銳,「顧客價值與顧客忠誠度的建立」,國立高雄第一科技大學行銷與流通管理研究所碩士論文,民國91 年。
8.柯宜君,「消費者認知之產品品質、服務品質及價格對滿意度及忠誠度之影響」,國立政治大學企業管理研究所碩士論文,民國89 年。
9.莊瑞鑫,「服務品質與消費者行為意圖關係之研究」,東海大學企業管理學系碩士論文,民國89 年。
10.陳正憲,「接觸介面功能與顧客行為意向關聯性之研究—不同關係發展歷程下之分析」,東吳大學商學院企業管理研究所碩士論文,民國91 年。
11.曾正文,「消費者對服務品質的期待程度與滿意程度之研究─以電腦門市為例」,國立中正大學企業管理研究所碩士論文,民國89 年。
12.黃玟瑜,「銀行業服務品質與經營績效關聯性之研究」,中正大學會計研究所碩士論文,民國88 年。
13.黃星榕,「影響服務品質主要構面之探討」,元智大學工業工程研究所碩士論文,民國88 年。
14.黃振豊,黃珊倚,民國93年,供應商關係管理對物流績效影響之研究--以關係滿意度為中介變數,淡江大學商學院會計研究所。
15.黃詩彥,「企業逆物流之探索研究」,東吳大學企業管理學系碩士論文,民國87年。
16.葉書芳,「服務品質、關係品質以及服務補救與顧客行為意向關係之實證研究」,國立成功大學工業管理研究所碩士論文,民國91 年。
17.葉晶雯,「顧客知覺品質、滿意度與行為傾向關係之分析—以航空客運服務業為實證」,東吳大學企業管理系碩士論文,民國86 年。
18.顧淑馨,忠誠度導向,編譯自費德列克 雷克海著,民國88 年。
二、英文文獻
1.Aaker, D. A., 1996, “Measuring Brand Equity across Product and Markets,” California Management Review, v. 38 No. 3, pp.102-120.
2.Anderson, E. and B. A. Weitz, 1992, “The use of pledges to build and sustain commitment in distribution channels”, Journal of Marketing Research, v. 29, February, pp. 18-34.
3.Anderson, J. C. and J. A. Narus, 1990, “A model of distributor firm and manufacturer firm working partnership” Journal of Marketing, v. 54 (January), pp. 42-58.
4.Anderson, J.C. and J.A. Narus, 1995, “Capturing the value of supplementary services”, Harvard Business Review, v. 73, January-February, pp.75-83.
5.Anderson, E.W. and M.W. Sullivan (1993), “The Antecedents and Consequences of Customer Satisfaction for Firms,” Marketing Science, 2, pp.25-43.
6.Andrew Vowles, 1995. Chain of demand. CMA Magazine, September, p. 21.
7.Ashforth, B. and R.T. Lee, 1990, “Defensive behavior in organizations: a preliminary model,” Human Relations, v. 43, July, pp.621-48.
8.Assael, Henry, 1969, “Constructive role of interorganizational conflict”, Administrative Science Quarterly, v. 14 (December), pp. 573-582.
9.Basu, Kunal and Alan S. Dick, 1994, “Customer Loyalty: Toward an Integrated Conceptual Framework”, Journal of the Academy of Marketing Science, v. 22, pp.99-113.
10.Bauer, H. H., M. Grether and M. Leach, 2001, “Building customer relations over the Internet”, Industrial Marketing Management, v. 31, pp. 155-163.
11.Beard, J.G. & Ragkeb, M.G., 1983, “Measuring leisure motivation”, Journal of Leisure Research, 15, 219-228.
12.Bleeke, Joel and David Ernst, 1991, “The way to win in cross-border alliances”, Harvard Business Review, v. 69, n. 6, pp. 127-135.
13.Bowersox, Donald J. and David J. Closs, 1996, Logistical Management-The Integrated Supply Chain Process”, McGraw-Hill, p. 34.
14.Cardozo, 1965, “An Experimental Study of Customer Effort, Expectation and Satisfaction”, Journal of Marketing Research, v.2, pp.244-249
15.Cheung, C. C. and K. B. Chuah, 1999, “Conflict management styles in Hong Kong industries”, International Journal of Project Management, v. 17, n. 6, pp.393-399.
16.Cross-Industry differences”, Total Quality Management, v. 11, pp.509-516
17.Drucker, P. F., 1999, “Knowledge-worker productivity: The biggest challenge”, California Management Review, v. 41, n. 2 (winter), pp. 79-95.
18.Dwyer, F. R., P. H. Schurr, and S. On, 1987, “Developing buyer-seller relationships”, Journal of Marketing, v. 51 (April), pp. 11-27.
19.Dyer, J. H., 1997. Effective inter-firm collaboration: how firms minimize transaction value. Strategic Management Journal, v. 18, pp. 553-556
20.Frazier, G. L., R. E. Spekman and C. R. O’Neal, 1988, “Just-in time exchange relationships in industrial markets”, Journal of Marketing, v. 52, pp. 52-67.
21.Frzier, G. L., 1983, “Interorganizational exchange behavior in marketing channel: a broadened perspective”, Journal of Marketing, v. 47, pp. 68-78.
22.Garbarino, E. and M. S. Johnson, 1999, “The different roles of satisfaction, trust, and commitment in customer relationships”, Journal of Marketing, v. 63 (April), pp.70-87.
23.Geyskens, Inge, Jan-Benedict E. M. Steenkamp and Nirmalya Kumar, 1999, “A meta-analysis of satisfaction in marketing channel relationships”, Journal of Marketing Research, v. 36 (May), pp. 223-238.
24.John, T. and Shoemaker, S.,1998, “Loyalty : A Strategic Commitment”, Cornell Hotel Restaurant Administration Quarterly, v. 39, pp.12-25
25.Kale, P., H. Singh and H. Perlmutter, 2000, “Learning and protection of proprietary assets in strategic alliances: building relational capital”, Strategic Management Journal, v. 21, n. 3, pp. 217-237.
26.Krause, Daniel R., 2001, “Toward a measure of competitive priorities for purchasing”, Journal of Operations management, v. 19, pp. 497-512.
27.Lee, J. N. and Y. G. Kim, 1999, “Effect of partnership quality on is outsourcing success: conceptual framework and empirical validation”, Journal of Management Information Systems, v. 15, n. 4, pp.29-61.
28.Mohr, J. and R. Spekman, 1994, “Characteristic of partnership success: partnership attributes, communication behavior and conflict resolution techniques”, Strategic Management Journal, v. 15, n. 2, pp. 135-152.
29.Philippe-Pierre Dornier, Ricardo Ernst, Michel Fender and Panos Kouvelis, 1998, “Global Operations and Logistics”, N. Y.: John Wiley & Sons, Inc. pp. 214-231.
30.Porter, Michael E., 1985, “Competitive Advantage”, New York, N. Y.: The Free Press, 1985, p. 122.
31.Rosenberg, Larry J., 1974, “A new approach to distribution conflict management”, Business Horizons, v. 17, October, pp. 67-74.
32.Simonin, B. L., 1999, “Ambiguity and the process of knowledge transfer in strategic alliances”, Strategic Management Journal, v. 20, pp. 595-623.
33.Thamhain, H. J. and D. L. Wilemon, 1975, “Conflict management in project life-cycle” Sloan Management Review, v. 16, n. 3, pp. 31-49.
34.Westbrook, R. A., 1981, “Sources of consumer satisfaction with retail outlets”, Journal of Retailing, v. 57 (fall), pp. 68-85.
35.Williamson, O. E., 1979. Transaction-cost economics: the governance of contractual relations. Journal of Law and Economics, v. 22, pp. 233-261.
36.Wilson, D. T., 1995. An integrated model of buyer-seller relationships. Journal of the Academy of Marketing Science, v. 23, n. 4, pp. 335-345
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