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研究生:鄒琪曜
論文名稱:服務品質、服務失誤及服務補救對顧客滿意度影響之研究-以國際快遞服務為例
論文名稱(外文):The influence of the service quality, service failure and recovery on customer satisfaction:an empirical study of the international express service in Taiwan
指導教授:祝鳳岡祝鳳岡引用關係
學位類別:碩士
校院名稱:國立政治大學
系所名稱:管理碩士學程(AMBA)
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:101
中文關鍵詞:服務品質服務失誤服務補救顧客滿意度國際快遞
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服務業要存在於市場中甚至成功必須著重在能使顧客滿意與符合顧客需求的高品質服務傳遞策略上,有鑑於服務品質構面理論,已相當成熟,故本研究擬將服務品質之現有理論基礎,探討國際快遞業者對於服務品質與顧客滿意度之關係。
然而,相對於第一次顧客滿意度的研究,第二次顧客滿意度的研究仍相當欠缺。近幾年大部份研究皆以重要事件技術法找出服務疏失與服務補救類型之相關次數分配的探討,較少研究服務疏失、服務補救對顧客滿意的第二次滿意影響。
因此,本研究擬以國際快遞業者為研究對象,服務品質、服務疏失與服務補救為研究重點,探討顧客的第一次與第二次滿意程度,不但找出國際快遞業的服務品質衡量模式與顧客滿意度之間的第一次滿意關係,更試著找出國際快遞業的服務疏失與服務補救類型與顧客滿意度之間的第二次滿意關係,形成一個對國際快遞業者較完整的服務品質、顧客滿意度、服務疏失、服務補救後之整體顧客滿意研究。本研究以一般使用國際快遞服務者為訪查對象,發放問卷進行分析得出以下結論:
1.國際快遞服務品質之保證性對於顧客之第一次滿意有顯著之相關性。
2.當國際快遞業之顧客對於服務品質的可靠與反應性滿意程度越低,則越易造成顧客所認為之服務疏失。
3.顧客在使用國際快遞業者所提供之服務卻發生服務疏失時,國際快遞公司可採取服務補償之補救行動來增加顧客滿意。
4.國際快遞業針對服務疏失所進行之服務補救,對於顧客滿意度有正面之影響。
5.顧客產業特性對於服務品質、服務失誤、服務補救及顧客滿意度皆會產生影響。
中文摘要…………………………………………………………… i
英文摘要…………………………………………………………… ii
誌謝辭 …………………………………………………………..… iii
內容目錄…………………………………………………………… iv
表目錄 ………………………………………………………..…… vi
圖目錄 …………………………………………………………..… viii
第一章 緒論………………………………………………….… 1
第一節 研究背景與動機………………………………… 2
第二節 研究目的………………………………………… 2
第三節 研究流程………………………………………… 3
第二章 文獻探討…………………………………………..…… 6
第一節 服務品質………………………………………… 7
第二節 服務品質與顧客滿意度………………………… 13
第三節 服務疏失……………………………………....… 19
第四節 服務補救………………………………………… 24
第五節 服務疏失、服務補救與顧客滿意度…………… 29
第六節 國際快遞業服務品質之相關研究……………… 31
第三章 研究設計……………………………………………..… 38
第一節 研究架構………………………………………… 38
第二節 研究假設………………………………………… 38
第三節 研究變數的操作性定義………………………… 43
第四節 研究樣本及資料蒐集…………………………… 49
第五節 統計分析方法…………………………………… 49
第四章 實證分析與結果……………………………………..… 52
第一節 研究樣本結構與變項的描述性分析…………… 52
第二節 因素分析………………………………….……... 60
第三節 迴歸分析………………………………………… 64
第四節 小結………………………………………………. 76
第五章 研究結論………………………………………………... 78
第一節  研究結論與建議………………………..………. 78
第二節  研究限制與未來研究方向………..…………… 81
參考文獻…………………………………………………………… 82
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