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研究生:張家銘
研究生(外文):Chang,Jia-Ming
論文名稱:顧客體驗、顧客滿意與消費價值之研究-以台中某銀行為例
論文名稱(外文):A Study of Customer Experience,Customer Satisfaction,and Consumption Values:Evidence from some Bank in Taichung
指導教授:陳靜怡陳靜怡引用關係
指導教授(外文):Chen,Jing-Yi
口試委員:蔡櫻鈴、陳燕玲
口試委員(外文):Tsai,Ying-Ling、Chen,Yan-Ling
口試日期:2011-06-05
學位類別:碩士
校院名稱:國立暨南國際大學
系所名稱:管理學院經營管理碩士學位學程碩士在職專班
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:2011
畢業學年度:99
語文別:中文
論文頁數:66
中文關鍵詞:服務品質體驗、消費價值、顧客滿意度
外文關鍵詞:Service Quality Experience、Consumption Value、Customer
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本研究主要在探討銀行業消費者的體驗行銷、顧客滿意度與消費價值的關係,並根據研究結果提出建議,以供銀行業者日後提供服務之參考。本研究運用問卷調查方法進行敘述性統計、因素分析、信度分析、迴歸分析等統計方法,針對各構面之間的關係做實證分析。
實證結果顯示,愈注重享樂主義的消費者,愈重視感官體驗中的空間舒適與快速回應因素;愈注重實用主義的消費者,愈重視對情感體驗的安心便利因素、行動體驗的快速回應因素,以及關聯體驗的企業形象因素。在五種服務品質體驗之中,僅有企業形象滿意度對整體滿意度呈現顯著之正向影響。對於追求快樂投資價值的消費者來說,感官體驗與情感體驗滿意度的交互效果皆不顯著。而對於抱持實用主義的消費者來說,情感體驗的安心便利因素、行動體驗的快速回應因素,以及關聯體驗的企業形象因素屬於激勵因子。因此,本研究建議應分別就享樂主義及實用主義的消費者,各自研擬適當的體驗行銷策略,以同時滿足消費者的要求及進而提升其整體滿意度。

The objective of this thesis is to study the relationship among the experience marketing, customer satisfaction and consumer value of the banking customers, and provide suggestions of future services for banking reference based on the findings of the study. The research data is obtained by questionnaire, adopting descriptive statistics, factor analysis, reliability analysis and regression to analyze and prove the relationship among the dimensions.
The findings of the study show the hedonic consumers care more about the comfort and quick respond factors, and the utilitarian care more about the emotional experience of convenient factors. Among the five services quality experience satisfactions, only the corporate image has showed positive and significant relevance on the overall satisfaction. To the consumers who are pursing search enjoy value, the interaction effect between the sensory experience and the emotional experience are not so strong. For the utilitarian customer, the convenient factors of emotional experience, the quick respond factors of acting experience and the corporate image of the relate experience are motivators. Therefore, this study suggests the banking to apply the experience marking strategy accordingly to hedonist and utilitarian separately, in order to meet customers demand and improve their customer stratification.

第一章 緒論
第一節 研究背景與動機………………………………………………………1
第二節 研究目的………………………………………………………………3
第三節 研究流程 4
第二章 文獻回顧
第一節 消費價值………………………………………………………………5
第二節 體驗行銷………………………………………………………………10
第三節 顧客滿意………………………………………………………………15
第四節 服務品質………………………………………………………………19
第五節 銀行業…………………………………………………………………21
第三章 研究方法
第一節 研究架構………………………………………………………………22
第二節 研究假說………………………………………………………………23
第三節 問券設計………………………………………………………………27
第四章 實證分析
第一節 樣本結構分析…………………………………………………………30
第二節 服務品質體驗之因素分析與信度分析………………………………31
第三節 消費價值與服務品質體驗重視度的關係……………………………38
第四節 服務品質體驗滿意度與整體滿意度的關係…………………………39
第五節 消費價值之干擾效果…………………………………………………40
第五章 結論與建議
第一節 研究結論………………………………………………………………42
第二節 研究建議………………………………………………………………44
第三節 研究限制………………………………………………………………45
參考文獻…………………………………………………………………………46









































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