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研究生:翁宗賢
研究生(外文):Tsung-Hsien Weng 翁宗賢
論文名稱:服務品質與價格知覺對顧客滿意度與顧客忠誠度影響之研究-以現金運送保全業T公司為例
論文名稱(外文):Service Quality and Price Perception on the Impact of Customer Satisfaction and Customer Loyalty-A Case of Cash-in-Transit Security Company
指導教授:廖森貴廖森貴引用關係吳斯偉吳斯偉引用關係
口試委員:李易諭蔡瑤昇
口試日期:2012-06-08
學位類別:碩士
校院名稱:國立臺北科技大學
系所名稱:管理學院經營管理EMBA專班
學門:商業及管理學門
學類:其他商業及管理學類
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:107
中文關鍵詞:服務品質價格知覺顧客滿意度顧客忠誠度
外文關鍵詞:Service QualityPrice PerceptionCustomer Satisfaction
相關次數:
  • 被引用被引用:6
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  隨著經濟發展,服務業已成為先進國家經濟成長及就業的主要動力,服務業亦已為我國經濟活動之主體,亦為創造就業主要來源。保全業是現代社會工商發展下所產生的一種新興服務產業,眾多消費者已逐漸認同及習慣保全業提供的服務,但過多的業者使得保全市場競爭十分激烈,仍是僧多粥少不夠分配,可以說保全業市場進入你爭我奪的戰國時期,許多業者陷入服務品質低劣、價格紅海及難以維持顧客忠誠度之惡性循環中。
  本研究針對現金運送保全產業,探討此產業之服務品質與價格知覺對顧客滿意度及顧客忠誠度之影響性,並將研究發現結果進行分析後公佈供產業界參考。先以問卷調查方式進行,樣本係以目前在此產業市佔率達45%之T公司客戶為研究對象,回收有效樣本後,以統計軟體進行實證分析。
  研究結果發現當服務品質越高,顧客滿意度也會越高;價格知覺越高,顧客滿意度也會越高;顧客滿意度越高,顧客忠誠度也會越高;而當服務品質越高,顧客忠誠度卻不見得會越高;當價格知覺越高,顧客忠誠度也會越高,茲將以上結果暨不同基本人口變項差異之分析提供整體產業作為策略制定之參考。


  With the economic development of the service sector has become the main driving force of economic growth and employment of advanced countries the service sector has also to create employment for the main body of economic activities, the main source.The security industry is an emerging modern society, business development services industry, many consumers have come to identify with and accustomed to the services provided by the security industry, but too much of the industry makes the preservation of the market is extremely competitive, is still far from adequate enough allocation, it can be said to preserve industry market access scrambling, many companies fall into the poor quality of service, the poor price and difficult to maintain the vicious cycle of customer loyalty.
  In this study, the cash-in-transit security industry to explore the impact of the industry''s service quality and price perceptions on customer satisfaction and customer loyalty, and found that the study results were analyzed and published for the industry reference. First survey sample in this industry market share up to 45% of T''s customers object of study, an empirical analysis of the collected samples to statistical software.
  The study results showed that the service quality the higher, the customer satisfaction will be higher; the price perception the higher, the customer satisfaction will be higher; the customer satisfaction the higher, the customer loyalty will be higher; the service quality the higher, the customer loyalty will not be necessarily the higher; the price perception the higher, the customer loyalty will be higher.These results cum basic population of the variable analysis of the difference to the overall industry as the reference strategy.


目錄
摘要 i
Abstract ii
誌謝 iv
目錄 v
表目錄 ix
圖目錄 xii
第一章 緒論 1
1.1 研究背景 1
1.2 研究動機 1
1.3 與過去研究之差異 2
1.4 研究目的 3
1.5 研究流程 3
第二章 文獻探討 5
2.1 服務品質 5
2.1.1 服務品質之定義 5
2.1.2 服務品質之衡量模式與構面 7
2.2 價格知覺 10
2.2.1 價格知覺之定義 10
2.2.2 價格知覺之分類 11
2.2.3 價格知覺之構面 11
2.3 顧客滿意度 14
2.3.1 顧客滿意度之定義 14
2.3.2 顧客滿意度之衡量及模型 15
2.3.3 顧客滿意度之構面 16
2.4 顧客忠誠度 18
2.4.1 顧客忠誠度之定義 18
2.4.2 顧客忠誠度之構面 19
2.5 變數間之關係 21
2.5.1 服務品質與顧客滿意度之關係 21
2.5.2 價格知覺與顧客滿意度之關係 22
2.5.3 顧客滿意度與顧客忠誠度之關係 22
2.5.4 服務品質與顧客忠誠度之關係 23
2.5.5 價格知覺與顧客忠誠度之關係 23
2.6 保全業及相近服務業相關文獻整理 24
第三章 保全業產業說明 25
3.1 發展沿革 25
3.2 產業區隔劃分 27
3.2.1 產品/服務區隔劃分 27
3.2.2 市場區隔劃分 29
3.3 執照/管制/自由化 30
3.4 需求決定因素 32
3.5 競爭基礎 33
3.6 進入障礙 34
第四章 研究方法 35
4.1 研究架構與假設 35
4.1.1 研究架構 35
4.1.2 研究假設 36
4.2 研究變數說明與衡量 37
4.3 問卷與抽樣設計 38
4.3.1 研究對象 38
4.3.2 問卷設計 39
4.4研究資料分析方法 41
第五章 研究分析 44
5.1 樣本分析 44
5.2 敘述性統計分析 46
5.3 因素分析與信度檢定 49
5.3.1 因素分析 50
5.3.2 信度分析 53
5.4 相關分析 54
5.5 差異性分析 56
5.5.1 受訪者職位 56
5.5.2 年齡 58
5.5.3 受訪者公司屬性 59
5.5.4 受訪者公司類別 61
5.5.5 受訪者公司行業別 62
5.5.6 受訪者公司成立時間 64
5.5.7 受訪者公司資本額 65
5.5.8 受訪者公司營運區域 67
5.5.9 受訪者公司營運據點數 68
5.5.10 受訪者公司人數 70
5.5.11 受訪者公司已使用保全服務時間 71
5.5.12 受訪者公司曾經委託保全同業服務 73
5.6 迴歸分析 80
5.6.1 「服務品質」對「顧客滿意度」迴歸分析探討 80
5.6.2 「價格知覺」對「顧客滿意度」迴歸分析探討 82
5.6.3 「顧客滿意度」對「顧客忠誠度」迴歸分析探討 84
5.6.4 「服務品質」對「顧客忠誠度」迴歸分析探討 86
5.6.5 「價格知覺」對「顧客忠誠度」迴歸分析探討 88
5.6.6 小結 90
第六章 結論與建議 91
6.1 研究結論 91
6.1.1 服務品質與顧客滿意度之關係 91
6.1.2 價格知覺與顧客滿意度之關係 92
6.1.3 顧客滿意度與顧客忠誠度之關係 92
6.1.4 服務品質與顧客忠誠度之關係 92
6.1.5 價格知覺與顧客忠誠度之關係 93
6.1.6 不同基本人口變項差異之分析 93
6.2 理論與實務意涵 93
6.2.1 理論意涵 94
6.2.2 實務意涵 94
6.3 管理意涵 95
6.4 研究限制與建議 96
6.5 未來研究方向 96
參考文獻 98
附錄 問卷 105



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