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研究生:游武霖
研究生(外文):Wu-Lin Yu
論文名稱:信用合作社之服務品質、顧客滿意度與忠誠度關係之研究
論文名稱(外文):A Study on Service Quality, Customer Satisfaction and Customer Loyalty of Credit Co-operatives
指導教授:何淑熏何淑熏引用關係
指導教授(外文):Shu-Hsun Ho
口試委員:黃志仁莊淑婷
口試委員(外文):Chih-Jen HuangShu-Ting Chuang
口試日期:2014-05-01
學位類別:碩士
校院名稱:靜宜大學
系所名稱:企業管理學系
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:2014
畢業學年度:102
語文別:中文
論文頁數:49
中文關鍵詞:信用合作社服務品質顧客滿意度忠誠度
外文關鍵詞:Credit Co-OperativesService QualityCustomer SatisfactionLoyalty
相關次數:
  • 被引用被引用:1
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  • 下載下載:12
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本研究旨在探討信用合作社的服務品質與其顧客滿意度和忠誠度之間的關係,希望此研究能有意義、能具學術價值,而能藉此提供資訊讓信用合作社改善服務品質、提升事業。
本研究採用問卷調查法和迴歸分析的方法進行研究。研究中,總共發出340份問卷給來社臨櫃之顧客,他們都是信用合作社的顧客,足以代表一般與信用合作社往來的人。回收的問卷有260份,經檢查都是有填答的有效樣本。經迴歸分析後,本研究顯示:信用合作社的服務品質正向影響其顧客滿意度,而顧客滿意度亦正向影響其忠誠度。
本研究得到的結論是:顧客確實是企業的中心,信用合作社應該多多注意服務的品質。本研究的結果或許只有證實一個常識性的事實,但能夠強調地提醒我們:「服務不好,就顧客不多。」研究結果將提供理論與實務作參考。

This research aims to investigate the relationship between the service quality of credit co-operatives and the degree of their customers’ satisfaction and loyalty. It is hoped that the result or conclusion of this research can be of significant, academic value to those credit co-operatives which seek to improve business through their quality of service.
For this research, the questionnaire method was adopted and regression analysis was made. Altogether 340 copies of the questionnaire were sent out to the same number of customers who could represent the general customers associated with credit co-operatives. Totally 260 of the copies were completed and sent back, and they were duly received, examined, and considered valid. The regression analysis shows that the service quality of credit co-operatives and the degree of their customers’ satisfaction are positively correlated, and the degree of their customers’ satisfaction and the degree of their loyalty to them are also positively correlated.
This research reaches the conclusion that customers are indeed central to any business. It is crucial for a credit co-operative to pay more attention to its quality of service. The result of this research may just go to confirm a fact of common sense, but it can emphatically remind us that “no good service, no more customers.”

第一章 緒論 1
第一節 研究背景 1
第二節 研究動機、目的與研究範圍 2
第三節 研究流程 4
第二章 文獻探討 5
第一節 信用合作社 5
第二節 信用合作社服務品質 6
第三節 顧客滿意度 9
第四節 忠誠度 11
第三章 研究方法 15
第一節 研究架構 15
第二節 變數之操作性定義與衡量方法 15
第三節 研究假設 18
第四節 研究對象與問卷收集 19
第五節 分析方法 20
第四章 研究結果 22
第一節 敘述性統計分析 22
第二節 效度與信度分析 26
第三節 迴歸分析 31
第四節 研究假設結果 33
第五章 結論與建議 34
第一節 研究結論 34
第二節 研究貢獻與建議 35
第三節 研究限制與未來方向 37
參考文獻 39
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羅學文(1991) 。服務品質、服務價值,顧客滿意與行為意象之關係研究-以國軍地區福利品供配應站為例。國防管理學院資訊管理研究所。
二、網路資訊
中華民國信用合作社聯合社,http://www.nfcc.org.tw/sites_co-operatives.htm
MBA智庫百科,http://wiki.mbalib.com
維基百科,http://zh.wikipedia.org
Udn全球觀察,http://mag.udn.com/mag/world/
論文天下論文網,http://www.lunwentianxia.com/
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