(3.232.129.123) 您好!臺灣時間:2021/03/06 00:16
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:田凱元
研究生(外文):Kai-Yuan Tien
論文名稱:探討電信業服務品質、產品品質對台中大專院校的學生滿意度及忠誠度的影響
論文名稱(外文):The effect of Telecommunications Service Quality、Product Quality to students in Taichung Colleges Satisfaction and Loyalty
指導教授:張嘉寶
指導教授(外文):Chia-Pao Chang
學位類別:碩士
校院名稱:國立勤益科技大學
系所名稱:工業工程與管理系
學門:工程學門
學類:工業工程學類
論文種類:學術論文
論文出版年:2011
畢業學年度:99
語文別:中文
論文頁數:70
中文關鍵詞:電信業服務品質產品品質顧客滿意度顧客忠誠度IPA
外文關鍵詞:TelecommunicationService QualityProduct QualityCustomer SatisfactionCustomer LoyaltyIPA
相關次數:
  • 被引用被引用:2
  • 點閱點閱:216
  • 評分評分:系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔
  • 下載下載:39
  • 收藏至我的研究室書目清單書目收藏:0
國內開放電信民營化之後,行動通訊業每年呈現快速成長的趨勢,帶動了國內相關通訊服務業的興起,創造了非常可觀的商機,而商機隨著用戶數不斷成長因而更加的蓬勃發展。本研究探討電信業服務品質、產品品質、顧客滿意度與顧客忠誠度之間的影響關係,採用便利抽樣法的方式進行調查,以台中大專院校學生的行動電話使用者為研究對象,使用統計套裝軟體SPSS 12.0及IPA進行資料分析,經由分析結果得知:電信業服務品質與顧客滿意度、產品品質與顧客滿意度及顧客滿意度與顧客忠誠度都存在顯著正向相關;電信業服務品質的「保證性」及「關懷性」對顧客滿意度存在顯著影響關係;產品品質的「產品利益」及「產品形象」對顧客滿意度存在顯著影響關係;顧客滿意度對顧客忠誠度存在顯著影響關係;人口統計變數的就讀學制與最主要使用的電信業者對產品品質存在顯著認知感受差異。最後依據分析結果歸納結論並提出建議,提供電信業者經營決策的參考依據。
Domestic liberalization of the telecommunications privatization, the mobile communications industry showed rapid growth trend each year, led the rise of domestic telecommunications services industry, creating a very substantial business opportunities, and business opportunities continue to grow as the number of users and thus a more vigorous development. This study investigated the telecommunications service quality, product quality, customer satisfaction and customer loyalty relationship between the impact of using convenience sampling methods to investigate the way to Taichung tertiary students to study mobile phone users, the use of statistics SPSS 12.0 software package and IPA for data analysis, through the analysis results show that: the telecommunications industry service quality and customer satisfaction, product quality and customer satisfaction and customer satisfaction and customer loyalty are significantly positive relationship exists; telecommunications service quality "Assurance "and " empathy "there is significant impact on the relationship between customer satisfaction; product quality "product interest" and "product image "there is significant impact on the relationship between customer satisfaction; there is significant impact on customer loyalty customer satisfaction relationship; Different demographic variables and different school system the most important quality of the products used by operators feel there is a significant difference in perception. Finally, according to analysis results are summarized conclusions and recommendations, to provide telecom operators reference for decision-making.
摘要 II
ABSTRACT III
目錄 IV
圖目錄 VII
表目錄 X
第一章 緒論 1
1.1研究背景與動機 1
1.2研究目的 2
1.3研究範圍與限制 3
1.4研究流程 3
第二章 文獻探討 5
2.1行動電信業 5
2.2服務品質 7
2.2.1品質的定義 7
2.2.2服務的定義 9
2.2.3服務品質的定義 9
2.2.4 服務品質的模式 10
2.2.5服務品質衡量因素構面及衡量表 13
2.3產品品質 15
2.3.1產品品質的定義 15
2.3.2產品品質衡量因素構面 16
2.4 顧客滿意度 16
2.4.1顧客滿意度的定義 16
2.4.2顧客滿意度的衡量及衡量因素構面 17
2.5 顧客忠誠度 18
2.5.1顧客忠誠度的定義 19
2.5.2顧客忠誠度衡量因素構面 19
2.6 電信業相關文獻整理 20
第三章 研究方法 22
3.1 研究架構 22
3.2研究假設 23
3.2.1服務品質與顧客滿意度之相關及影響關係 23
3.2.2 產品品質與顧客滿意度之相關及影響關係 23
3.2.3顧客滿意度與顧客忠誠度之相關及影響關係 24
3.2.4人口統計變數對各研究變數有顯著認知感受差異 24
3.3 研究變數的定義與問卷設計 25
3.3.1 研究變數的定義 25
3.3.2問卷設計 27
3.4抽樣設計 30
3.4.1問卷發放 30
3.4.2抽樣範圍與對象 30
3.4.3樣本設計 30
3.5資料分析方法 31
3.5.1描述性統計分析 31
3.5.2因素分析 31
3.5.3信度分析與效度分析 31
3.5.4相關分析 32
3.5.5複迴歸分析 32
3.5.6獨立樣本t検定分析 32
3.5.7單因子變異數分析 33
3.5.8重要-表現程度分析(IPA) 33
第四章 資料分析結果 35
4.1 描述性統計分析 35
4.2 因素分析 37
4.2.1服務品質因素分析 37
4.2.2產品品質因素分析 40
4.2.3 顧客忠誠度因素分析 40
4.3 信度分析與效度分析 41
4.3.1 信度分析 41
4.3.2 效度分析 42
4.4 相關分析 43
4.5 複迴歸分析 43
4.6 獨立樣本T檢定分析 45
4.7 單因子變異數分析 47
4.8重要-表現程度分析(IPA) 49
4.8.1服務品質整體的分析結果 50
4.8.2服務品質各構面的分析結果 52
4.8.3產品品質整體的分析結果 57
4.8.4顧客忠誠度整體的分析結果 58
4.9研究假設檢定結果 59
第五章 結論與建議 61
5.1 結論 61
5.2 建議 62
5.3 後續研究建議 62
參考文獻 64
附錄 本研究問卷 69

1. Anderson, E. W.and M. W.,Sullivan (1993), The Antecedents and Consequences of
Customer Satisfaction for Firms, Marketing Science, Vol. 12, No. 2, pp.125-143.
2. Bateson, J. E., and Hoffman, K. D. , (2002), Managing service marketing: Text and readings(4ed) , New York: Dryden Press.
3. Bhuian, S. N., (1997), Marketing Cues and Perceived Quality: Perceptions of Saudi Consumers toward Products of the U.S., Japan, Germany, Italy,U.K. and France, Journal of Quality Management, Vol. 2, No. 2, pp. 217-235.
4. Caruana, A., & Msida, M. , (2002) ,Service loyalty: The effects of service quality and the mediating role of customer satisfaction , European Journal of Marketing, 36(7) ,pp.811-828.
5. Christian Gronroos, (1990) ,Service Management and Marketing, Lexington, pp.27-41.
6. Deok ,J.L. and Jae ,K.A. , (2007), Factors affecting companies’telecommunication service selection strategy, Omega.35, pp.486- 493.
7. Etzel, Michael. J., Bruce. J. Walker and William. J. Stanton.,(2001), Marketing Management, (12 thed), McGraw-Hill, Irwin.
8. Garvin, D.A. ,(1984), What does product quality really mean? ,Sloan Management Review, 26, pp.25-43.
9. Garvin, D. A. , (1987), Competing on the Eight Dimensions of Quality. Harvard Business Review (Vol. 65), pp. 101-109.
10. Gronholdt, L., Martensen, A. and Kristensen, K. , (2000), The relationship between customer satisfaction and loyalty: Cross-industry differences, Total Quality Management, Vol. 11, No. 5, pp. 509-516.
11. Hernon, Peter, Nitecki. Danuta A , and Altman, Ellen. , (1999), Service Quality and Customer Satisfaction: an Assessment and Future Directions, The Journal of Academic Librarianship, Vol. 25, No. 1, pp. 9-17.
12. Heskett, J.L., T.O.Jones, G.E. Loveman, W.E.Jr., Sasser & L.A.Schlesinger. , (1994), Putting the Service-Profit Chain to Work, Harvard Business Review, Vol. 72, pp.164-174.
13. Jason , D. A., Clayton, F. W., and Charles P. D. , (2002), The relationship between counselor satisfaction and extrinsic job factors in state rehabilitation agencies, Rehabilition Counseling Bulletin [ H.W. Wilson-EDUC ], 45(4), pp.223-232.
14. Jones, H.& Farquhar, J. D. , (2003), Contact management and customer loyalty. Journal of Financial Services Marketing, 8(1), 71-78.
15. Jones, T. O., and W. E. Sasser, Jr., (1995) , Why Satisfied Customer Defect, Harvard Business Review, Vol. 73, Iss. 6, pp. 88-99.
16. Kotler, P., (2000) ,Marketing Management, 10th ed., New Jersey: Prentice-Hall.
17. Lefkoff-Hangius, Poxanne and C.H. Mason, (1993), Characteristic, Beneficial, and Image Attributes in Consumer Judgments of Similarity and Performance, Journal of Consumer Research, Vol. 20, pp.100-110.
18. Martilla, J. A. and James, J. C. ,(1977), Importance-Performance Analysis, Journal of Marketing, Vol. 41, No. 1, pp. 77-79.
19. Mohammad ,M.A. and Noorjahan ,P. , (2009),Impact of service quality, trust, and customer satisfaction on customers loyalty, ABAC Journal Vol. 29, No. 1, pp.24- 38.
20. Oliver, R. L., R. T. Rust, and S. Varki, (1997) , Customer Delight: Foundations, Findings, and Managerial Insight, Journal of Retailing, Vol. 73, Iss. 3, pp. 311-336.
21. Oliver, R.L. , (1999), Whence Consumer loyalty? ,Journal of Marketing, Vol.63 (Special Issue), pp.33-44.
22. Ostrom, A., and D. Iacobucci ,(1995) ,Consumer Trade-Offs and the Evaluation of Services , Journal of Marketing, Vol. 59, Iss. 1, pp. 17-28.
23. Parasuraman, A., V. A. Zeithaml, and L. L. Berry, (1994), Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research, Journal of Marketing , Vol. 58, Iss. 1, pp. 111.
24. Parasuraman, A., Zeithaml, V.A., and Berry, L.L. , (1985), A Conceptual Model of Service Quality and Its Implications for Future Research, Journal of Marketing ,Vol. 49, pp.41-50.
25. Parasuraman, A., Zeithaml, V.A., and Berry, L.L. , (1988), Communication and Control Process in the Delivery of Service Quality, Journal of Marketing, 52, pp.35- 48.
26. Parasuraman, A., Zeithaml, V.A., and Berry, L.L.,(1988), SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, pp.12- 40.
27. Singh, J., (1991),Understanding the Structure on Consumer Satisfaction Evaluation of Service Delivery, Journal of the Academy of Marketing Science, Vol.19 , pp.223-234 .
28. Sirdeshmukh,D.,Singh, J and Sabol, B. , (2002), consumer Trust, Value, and Loyalty in Relational Exchanges, Journal of Marketing,66(January),pp.15-37.
29. Sureshchandar, G.S., C. Rajendran, and R.N. Anantharaman, (2002),The relationship between service quality and customer satisfaction-a factor specific approach, Journal of Service Marketing, 16, 363-379.
30. Wakefield, Robin. L. , (2001), Measuring Service Quality: A Reexamination and Extension, The CPA Journal: pp.55-68.
31. Zeithaml , V. A., and Bitner, M. J. , (1996), Service Marketing,McGraw-Hill,New York.

連結至畢業學校之論文網頁點我開啟連結
註: 此連結為研究生畢業學校所提供,不一定有電子全文可供下載,若連結有誤,請點選上方之〝勘誤回報〞功能,我們會盡快修正,謝謝!
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
無相關期刊
 
1. 產品品質、服務品質、情緒及行為意圖關係之研究
2. 電信業服務品質、企業形象、顧客滿意度與顧客忠誠度關聯性之研究
3. 產品品質、服務品質及價格公平對顧客滿意度及顧客忠誠度之影響—以中油台北地區直營複合商店為例
4. 產品品質、服務品質與顧客購買意願關係研究-以中部花店業為例
5. 行動電信業服務品質、顧客滿意度與顧客忠誠度關聯性之研究-以台中縣、市為例
6. 產品品質、服務品質、企業形象對顧客滿意度與顧客忠誠度之影響-以中油公司車用機油及快保中心為例
7. 產品品質、服務品質、租賃價格與顧客滿意度之關聯性探討-以長春籐宿舍為例
8. 產品品質、服務品質與價格對顧客滿意度與忠誠度之影響-以半導體設備商個案公司為例
9. 運用結構方程模式探討產品品質、服務品質、顧客滿意度、商店形象與顧客忠誠度之關係-以咖啡連鎖店為例
10. 產品品質差異與產業內貿易
11. 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-於三種有形性比重不同服務業之比較
12. 商品組合、產品品質與相容程度
13. 產品品質、服務品質與環境佈置對顧客行為之研究-以越南中原咖啡館為例
14. 行動電信業者服務品質、品牌形象及顧客滿意度對顧客忠誠度影響之研究
15. 顧客價值、產品品質、轉換成本、顧客滿意度與顧客忠誠度之研究 - 以電視遊樂器為例
 
系統版面圖檔 系統版面圖檔