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研究生:林靜宜
研究生(外文):Ching-Yi Lin
論文名稱:美髮業等候經驗、服務品質、知覺品質對顧客滿意度之影響
論文名稱(外文):Effects of Waiting Experience, Service Quality, Perceived Quality on Customer Satisfaction in Hairdressing Industries
指導教授:黃建文黃建文引用關係
指導教授(外文):Jiann-Wen Huang
學位類別:碩士
校院名稱:台南應用科技大學
系所名稱:生活應用科學研究所
學門:民生學門
學類:生活應用科學學類
論文種類:學術論文
論文出版年:2013
畢業學年度:101
語文別:中文
論文頁數:73
中文關鍵詞:等待經驗服務品質知覺品質顧客滿意度美髮業
外文關鍵詞:Wait for experienceService qualityPerceived qualityCustomer Satisfaction
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本研究在探討等待經驗、服務品質、知覺品質對顧客滿意度的相關性研究,並以美髮業的消費族群為研究對象。
人們生活水平的提升,美髮業市場的競爭越來越激烈,業者在經營上更加需要再縮短等待的時間、服務品質及專業技術等能不斷的精進,使消費者達到滿意並且可以再度光臨,經由文獻討論,為了瞭解消費者在基本背景資料及特徵中研究各構面的因素差異,利用變異數分析(ANOVA)、敘述性的統計分析、因素分析、信度及效度分析等分析統計,並利用線性結構關係模式分析等待經驗、服務品質、知覺品質對顧客滿意度的影響關係,並探討各項因素及變項的相關影響情況。
經研究發現,等待經驗、服務品質、知覺品質對顧客滿意度皆有顯著性影響,而大學學歷在關懷特質中又比國中以下、高中職及研究所學歷,有顯著差異。可以經研究了解各消費族群對等待時間的需求及服務品質及知覺品質對顧客滿意度的影響,以利做為美髮業未來改善服務經營品質及顧客需求的參考依據。


This study investigates the waiting experience,service quality,perceived quality
and customer satisfaction,and consumer groups to the hairdressing industry as the research object.
Because of the enhancement of peopies''s living standaed,there is more and more
Intense competition in the hairdressing market,The industry operating needs to shorten the time,for waiting service quality and professional technology,By doing this customers will feel satisfied and willing to enabling com back again,viadiscussed in the literature,in order to understand the consumers study of various dimensions of factors such as differences in the basic background information and features,analysis ofvariance(ANOVA)and descriptive statistical analysis,factor analysis,analysis of statistical reliability and validity analysis,andthe LISREL andlysis wait for the experience,service quality,perceived quality on satisfaction relationship,and to explore the impact of various factors and variables.
The study found that waiting for the experience of service quality,perceived quality,there are significant effects,In fact university degree in the caring qualities are better then junior and senior high school and graduate degree.There are significant differences.The study to understand the needs of the consumer groups ''waiting time and service quality and perceived quality on customer satisfaction, as hairdressing industry to facilitate future reference to improve the quality of service operators and customers'' needs.


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研究範圍與研究架構………………………………………………………..3
1-4研究流程……………………………………………………………………..3
第二章 文獻探討……………………………………………………………………5
2-1美髮業的沿革………………………………………………………………..5
2-2等待經驗……………………………………………………………………..6
2-3服務品質……………………………………………………………………..9
2-4知覺品質……………………………………………………………………14
2-5顧客滿意度…………………………………………………………………16
第三章 研究設計…………………………………………………………………...20
3-1研究架構.........................................................................................................20
3-2操作性定義與問卷設計…………………………………………………….22
3-3問卷設計…………………………………………………………………….26
3-4抽樣方法…………………………………………………………………….26
3-5問卷回收集資料分析方法………………………………………………….27
第四章 研究結果…………………………………………………………………...30
4-1敘述性統計分析…………………………………………………………….30
4-2構面因素衡量……………………………………………………………….33
4-3信度之檢定統計方法……………………………………………………….37
4-4各研究構面之差異分析…………………………………………………….40
4-5模型適配度說明…………………………………………………………….48
第五章 研究結論與建議…………………………………………………………...53
5-1研究結論…………………………………………………………………….53
5-2對美髮業者的建議………………………………………………………….55
參考文獻…………………………………………………………………………….59
附錄、問卷………………………………………………………………………….70


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