跳到主要內容

臺灣博碩士論文加值系統

(3.236.84.188) 您好!臺灣時間:2021/08/06 11:20
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:鄒以勤
研究生(外文):Yi-ChinTzou
論文名稱:顧客滿意度、服務特性與回購意願關係之研究:以臺灣高速鐵路為例
論文名稱(外文):Relationships among Customer Satisfaction, Service Attributes and Repurchase Intension: Evidence from Taiwan High Speed Rail
指導教授:鄭永祥鄭永祥引用關係
指導教授(外文):Yung-Hsiang Cheng
學位類別:碩士
校院名稱:國立成功大學
系所名稱:交通管理學系碩博士班
學門:運輸服務學門
學類:運輸管理學類
論文種類:學術論文
論文出版年:2012
畢業學年度:100
語文別:中文
論文頁數:93
中文關鍵詞:顧客滿意度回購運輸業區隔干擾迴歸
外文關鍵詞:satisfactionrepurchasepassenger transportsegmentationmoderated regression
相關次數:
  • 被引用被引用:6
  • 點閱點閱:415
  • 評分評分:
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:0
過去在旅客運輸領域,顧客的滿意程度常被視為顧客回購(repurchase)的關鍵因素。由於近來自消費者觀點考量運輸業者管理策略之研究,較少針對不同特徵的旅客進行探討,故本研究考慮運輸業特性,探究各旅客族群滿意度、特性與回購意願之間的關係。
本研究透過問卷調查的方式蒐集資料,得到279份有效樣本。接著採用干擾多元迴歸模型(moderated multiple regression model)之方法進行分析。結果指出,中短程、較常搭乘及商務需求高鐵旅客族群對服務的滿意程度與未來回購意願具有直接關係。此外,研究中也發現高鐵旅客中具有搭乘頻率較高與商務需求此兩項特徵者,其滿意度-回購意願之間關係會受到干擾。
本研究之模式與實證發現,可提供台灣高鐵公司或其它旅客運輸業公司做為增進顧客及營收之參考。
Customer satisfaction is often regarded as a key driver of customer repurchase for passenger transport providers. However, a few studies investigated customer management strategies with different travelers from consumers’ point of view. This research thus explores the relationships among customer satisfaction, service attributes and repurchase intention by considering the features of passenger transport.
In this research, the moderated multiple regression model is adopted. An empirical analysis was performed by data of self-reported questionnaire from 279 respondents. Analytical results show that short travel distance, frequent and business passengers’ satisfaction would directly influence their repurchase intention. Moreover, this study also found that the satisfaction-repurchase link was moderated only in frequent passengers and business passengers.
Finally, this research provides framework and empirical findings for Taiwan High Speed Rail Corporation and other companies in passenger transport industry to increase their customer and revenue.
摘要......I
ABSTRACT......II
誌謝......III
目錄......IV
圖目錄......VI
表目錄......VII
第一章、緒論......1
第一節、研究背景與動機......1
第二節、研究目的......2
第三節、研究範圍與對象......3
第四節、研究流程......4
第二章、文獻回顧......6
第一節、服務品質相關文獻......6
壹、服務品質之定義......6
貳、服務品質之構面......7
參、服務品質之評量模式......9
肆、公共運輸系統之服務品質......13
第二節、顧客滿意度與回購相關文獻......14
壹、顧客滿意度之定義......14
貳、顧客滿意度之評量模式......15
參、顧客滿意度與回購意願之關係......16
第三節、顧客區隔相關文獻......19
壹、顧客區隔之定義與衡量......19
貳、顧客區隔應用於運輸業......21
第四節、文獻回顧小結......24
第三章、研究方法......26
第一節、研究架構與假設......26
第二節、模式驗證方法......33
第四章、問卷設計......37
第一節、關係特性......37
第二節、顧客特性與市場特性......37
第三節、顧客滿意度與回購意願......39
第四節、基本資料......41
第五章、實證分析......42
第一節、樣本結構分析......42
第二節、信度分析......45
第三節、模式驗證與適配分析......46
第四節、小結......72
第六章、結論與建議......77
第一節、結論......77
第二節、建議......80
第三節、研究貢獻......80
第四節、後續研究方向......81
參考文獻......83
附錄、調查問卷......90
交通部高速鐵路工程局(民99)。高鐵計畫_計畫簡介。民國99年10月18日,取自: http://www.hsr.gov.tw/homepage.nsf/5b396362de0b7e8d48257498002765d2/949fc6fe3811a6bc48257497000b533d?OpenDocument
張有恆(民98)。都市公共運輸(第三版)。臺北市:華泰文化。
Aiken, L. S., West, S. G., & Reno, R. R. (1991). Multiple Regression: Testing and Interpreting Interactions: Sage Publications.
Anable, J. (2005). 'Complacent Car Addicts' or 'Aspiring Environmentalists'? Identifying Travel Behaviour Segments Using Attitude Theory. Transport Policy, 12(1), 65-78.
Berry, L. L., Seiders, K., & Grewal, D. (2002). Understanding Service Convenience. Journal of Marketing, 66(3), 1-17.
Bolton, R. N. (1998). A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction. Marketing Science, 17(1), 45-65.
Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993). A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions. Journal of Marketing Research, 30(1), 7-27.
Bryant, B. E., & Cha, J. (1996). Crossing the Threshold. Marketing Research, 8(4), 20-28.
Churchill, G. A., Jr., & Surprenant, C. (1982). An Investigation into the Determinants of Customer Satisfaction. Journal of Marketing Research, 19(4), 491-504.
Cooil, B., Keiningham, T. L., Aksoy, L., & Hsu, M. (2006). A Longitudinal Analysis of Customer Satisfaction and Share of Wallet: Investigating the Moderating Effect of Customer Characteristics. Journal of Marketing, 71(1), 67-83.
Cronbach, L. J. (1987). Statistical Tests for Moderator Variables: Flaws in Analyses Recently Proposed. Psychological Bulletin, 102(3), 414-417.
Cronin, J. J., Jr., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55-68.
Crosby, P. B. (1979). Quality Is Free: The Art of Making Quality Certain. New York: McGraw-Hill.
dell’Olio, L., Ibeas, A., & Cecin, P. (2011). The Quality of Service Desired by Public Transport Users. Transport Policy, 18(1), 217-227.
Dibb, S., & Simkin, L. (2010). Judging the Quality of Customer Segments: Segmentation Effectiveness. Journal of Strategic Marketing, 18(2), 113-131.
Eboli, L., & Mazzulla, G. (2007). Service Quality Attributes Affecting Customer Satisfaction for Bus Transit. Journal of Public Transportation, 10(3), 21-34.
Engel, J. F., Blackwell, R. D., & Miniard, P. W. (1986). Consumer Behavior (5th ed.). Chicago: Dryden Press.
Foote, P., & Stuart, D. (1998). Customer Satisfaction Contrasts: Express versus Local Bus Service in Chicago's North Corridor. Transportation Research Record: Journal of the Transportation Research Board, 1618, 143-152.
Fornell, C. (1992). A National Customer Satisfaction Barometer: The Swedish Experience. Journal of Marketing, 56(1), 6-21.
Garbarino, E., & Johnson, M. S. (1999). The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships. Journal of Marketing, 63(2), 70-87.
Garvin, D. A. (1983). Quality on the Line. Harvard Business Review, 61(5), 64-75.
Givoni, M. (2006). Development and Impact of the Modern High-Speed Train: A Review. Transport Reviews, 26(5), 593-611.
Glascock, J. (1997). Research on Customer Requirements for Transit Service Design and Delivery. Transportation Research Record: Journal of the Transportation Research Board, 1604, 121-127.
Grönroos, C. (1982). An Applied Service Marketing Theory. European Journal of Marketing, 16(7), 30-41.
Grönroos, C. (1984). A Service Quality Model and its Marketing Implications. European Journal of Marketing, 18(4), 36-44.
Hensher, D. A., & Prioni, P. (2002). A Service Quality Index for Area-Wide Contract Performance Assessment. Journal of Transport Economics and Policy, 36, 93-113.
Hensher, D. A., Stopher, P., & Bullock, P. (2003). Service Quality - Developing A Service Quality Index in the Provision of Commercial Bus Contracts. Transportation Research Part A: Policy and Practice, 37(6), 499-517.
Homburg, C., & Giering, A. (2001). Personal Characteristics as Moderators of the Relationship Between Customer Satisfaction and Loyalty - An Empirical Analysis. Psychology and Marketing, 18(1), 43-66.
Irwin, J. R., & McClelland, G. H. (2001). Misleading Heuristics and Moderated Multiple Regression Models. Journal of Marketing Research, 38(1), 100-109.
Jaccard, J., Turrisi, R., & Wan, C. K. (1990). Interaction Effects in Multiple Regression: Newbury Park, EUA : Sage.
Jen, W., & Hu, K.-C. (2003). Application of Perceived Value Model to Identify Factors Affecting Passengers' Repurchase Intentions on City Bus: A Case of the Taipei Metropolitan Area. Transportation, 30(3), 307-327.
Johnson, M. D., Anderson, E. W., & Fornell, C. (1995). Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework. Journal of Consumer Research, 21(4), 695-707.
Jones. (1996). Why Satisfied Customers Defect. Journal of Management in Engineering, 12(6), 11.
Jones, M. A., Mothersbaugh, D. L., & Beatty, S. E. (2000). Switching Barriers and Repurchase Intentions in Services. Journal of Retailing, 76(2), 259-274.
Kotler, P., & Keller, K. L. (2009). Marketing Management (13th ed.). Upper Saddle River, N.J.: Pearson Prentice Hall.
Lehtinen, U., & Lehtinen, J. R. (1991). Two Approaches to Service Quality Dimensions. Service Industries Journal, 11(3), 287 - 303.
Li, J. P. (2000). Train Station Passenger Flow Study. Paper presented at the Proceedings of the 32nd conference on Winter simulation.
Lin, S.-P., Yang, C.-L., Chan, Y.-h., & Sheu, C. (2010). Refining Kano's 'Quality Attributes - Satisfaction' Model: A Moderated Regression Approach. International Journal of Production Economics, 126(2), 255-263.
Litman, T. (2008). Valuing Transit Service Quality Improvements. Journal of Public Transportation, 11(2), 43-64.
Mittal. (1995). A Comparative Analysis of Four Scales of Consumer Involvement. Psychology and Marketing, 12(7), 663-682.
Mittal, & Kamakura, W. A. (2001). Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics. Journal of Marketing Research, 38(1), 131-142.
Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(4), 460-469.
Oliver, R. L. (1999). Whence Consumer Loyalty? Journal of Marketing, 63(Special Issue 1999), 33-44.
Orr, L. M., Bush, V. D., & Vorhies, D. W. (2011). Leveraging Firm-Level Marketing Capabilities with Marketing Employee Development. Journal of Business Research, 64(10), 1074-1081.
Palma, A. d., & Rochat, D. (2000). Mode Choices for Trips to Work in Geneva: An Empirical Analysis. Journal of Transport Geography, 8(1), 43-51.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40.
Park, J.-W., Robertson, R., & Wu, C.-L. (2004). The Effect of Airline Service Quality on Passengers' Behavioural Intentions: A Korean Case Study. Journal of Air Transport Management, 10(6), 435-439.
Pas, E., & Huber, J. (1992). Market Segmentation Analysis of Potential Inter-City Rail Travelers. Transportation, 19(2), 177-196.
Peterson, R. A., & Wilson, W. R. (1992). Measuring Customer Satisfaction: Fact and Artifact. Journal of the Academy of Marketing Science, 20(1), 61-71.
Rück, H., & Mende, M. (2008). Innovations in Market Segmentation and Customer Data Analysis. In R. Conrady & M. Buck (Eds.), (pp. 133-148): Springer Berlin Heidelberg.
Sasser, W. E., Olsen, R. P., & Wyckoff, D. D. (1978). Management of Service Operations: Text, Cases, and Readings. Boston: Allyn and Bacon.
Seiders, K., Voss, G. B., Grewal, D., & Godfrey, A. L. (2005). Do Satisfied Customers Buy More? Examining Moderating Influences in a Retailing Context. Journal of Marketing, 69(4), 26-43.
Sharma, S., Durand, R. M., & Gur-Arie, O. (1981). Identification and Analysis of Moderator Variables. Journal of Marketing Research, 18(3), 291-300.
Shostack, G. L. (1977). Breaking Free from Product Marketing. Journal of Marketing, 41(2), 73-80.
Simkin, L., & Dibb, S. (1998). Prioritising Target Markets. Marketing Intelligence and Planning, 16(7), 407-417.
Spreng, R. A., MacKenzie, S. B., & Olshavsky, R. W. (1996). A Reexamination of the Determinants of Consumer Satisfaction. Journal of Marketing, 60(3), 15-32.
Steven, A. B., Dong, Y., & Dresner, M. (2012). Linkages Between Customer Service, Customer Satisfaction and Performance in the Airline Industry: Investigation of Non-Linearities and Moderating Effects. Transportation Research Part E: Logistics and Transportation Review, 48(4), 743-754.
Szymanski, D. M., & Henard, D. H. (2001). Customer Satisfaction: A Meta-Analysis of the Empirical Evidence. Journal of the Academy of Marketing Science, 29(1), 16-35.
Takeuchi, H., & Quelch, J. A. (1983). Quality Is More Than Making a Good Product. Harvard Business Review, 61(4), 139-145.
Teichert, T., Shehu, E., & von Wartburg, I. (2008). Customer Segmentation Revisited: The Case of the Airline Industry. Transportation Research Part A: Policy and Practice, 42(1), 227-242.
Tripp, C., & Drea, J. T. (2002). Selecting and Promoting Service Encounter Elements in Passenger Rail Transportation. Journal of Services Marketing, 16(5), 432-442.
van Doorn, J., & Verhoef, P. C. (2008). Critical Incidents and the Impact of Satisfaction on Customer Share. Journal of Marketing, 72(4), 123-142.
Verhoef, P. C. (2003). Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development. Journal of Marketing, 67(4), 30-45.
Voss, G. B., Godfrey, A., & Seiders, K. (2010). How Complementarity and Substitution Alter the Customer Satisfaction-Repurchase Link. Journal of Marketing, 74(6), 111-127.
Wedel, M., & Kamakura, W. A. (2000). Market Segmentation: Conceptual and Methodological Foundations (2nd ed.). Boston: Kluwer Academic.
Wong, J.-Y., & Chung, P.-H. (2007). Managing Valuable Taiwanese Airline Passengers Using Knowledge Discovery in Database Techniques. Journal of Air Transport Management, 13(6), 362-370.
Woodruff, R. B. (1997). Customer Value: The Next Source for Competitive Advantage. Journal of the Academy of Marketing Science, 25(2), 139-153.
Woodruff, R. B., Cadotte, E. R., & Jenkins, R. L. (1983). Modeling Consumer Satisfaction Processes Using Experience-Based Norms. Journal of Marketing Research, 20(3), 296-304.
Yankelovich, D., & Meer, D. (2006). Rediscovering Market Segmentation. Harvard Business Review, 84(2), 122-131, 166.
Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52(3), 2-22.
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