(3.235.191.87) 您好!臺灣時間:2021/05/13 15:13
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:::

: 
twitterline
研究生:王佳韻
研究生(外文):Chia-Yun Wang
論文名稱:影響顧客持續購買意願之探討-以核心與復原服務品質觀點
論文名稱(外文):Investigation on influencing customers continued purchasing intention-The viewpoint of core and recovery service
指導教授:莊淑惠莊淑惠引用關係
指導教授(外文):Shu-Hui Chuang
口試委員:林欣怡施靜慧莊淑惠
口試委員(外文):Shin-Yi LinChing-Hui ShihShu-Hui Chuang
口試日期:2014-05-20
學位類別:碩士
校院名稱:亞洲大學
系所名稱:經營管理學系碩士在職專班
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:2014
畢業學年度:102
語文別:中文
論文頁數:65
中文關鍵詞:網站服務品質顧客價值顧客滿意度再購意願
外文關鍵詞:Website service qualitycustomer valuecustomer satisfactionrepurchase desire
相關次數:
  • 被引用被引用:0
  • 點閱點閱:339
  • 評分評分:系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔
  • 下載下載:59
  • 收藏至我的研究室書目清單書目收藏:0
創市際市場研究調查報告指出,臺灣人十分熱衷網路購物,其網路商機不容小覷!購物網站唯有提供更優質且具差異性的服務品質,方能在競爭激烈的網路產業中博取顧客青睞並使之成為持續購買的忠誠者。因此,本研究目的以網站核心與復原服務品質為外生變數,探討對顧客認知價值的影響力,並輔以期望確認理論深究影響顧客對購物網站再購意願之相關因素。本研究係採實證方法,以具備服飾網購經驗者為研究對象,採取網路問卷方式進行資料蒐集,共回收有效問卷332份。經統計分析結果顯示,購物網站之顧客對於網站核心與復原服務品質有助於提升顧客價值,進而影響顧客滿意度及其再購意願等看法均抱持著正向支持的態度;同時,相較於過去所重視的網站核心服務品質,現今網路顧客更為在意網站之復原服務品質。因此,針對實證結果建議購物網站業者及未來有意投入經營網站者,除了繼續保有網站核心服務品質之基本服務效率外,更不容忽視網站復原服務品質之重要性,兩者兼備方能具體有效提升顧客價值,進而提高顧客持續再購意願,使其在競爭激烈的網路產業中獨占鰲頭。
The research on CyberPanel pointed out that people in Taiwan are enthusiastic about online shopping, and the Internet business should not be underestimated. Shopping websites should provide better and variation service to win the customers andhave customers’ loyalty in the highly competitive Internet industry. Therefore,thepurpose of this research is based on core and recovery service quality as the exogenous variables to explore the influence onperceived value of customer’scognitions, and expectation confirmation theory, ECT, to investigate the influences on customers’ purchasing on line and the factors of willing to repurchase online.Empirical research is used in this research and the clothing online shoppers are asrespondents. The Internet questionnaires are used to collect data and 323questionnairesare valid. Thestatistical analysis showed that the customers’ satisfaction on core andrecovery service quality help to improve the customer value. It affects the customers’satisfaction and willingness torepurchase and the positive view of both supportattitudes. Comparing with the core service quality in the past, online customers haveconcerned the recovery service quality on networknowadays. Therefore, the empirical research results suggest the online shopping operators and the people who are willingto invest online shopping website to maintain the basic serviceefficiently on coreservice quality continually, and the recovery service quality should not beignored.Having both suggestions will improve the customer value and increase thecustomersrepurchase intention and make it on the top of the competitive Internetindustry.
目錄
頁次
中文摘要 ....................................................................... I
英文摘要 .......................................................................II
目錄............................................................................Ⅲ
表目次..........................................................................Ⅴ
圖目次..........................................................................Ⅵ
第一章 緒論 .................................................................... 1
第一節 研究背景.................................................................. 1
第二節 研究動機.................................................................. 1
第三節 研究目的.................................................................. 3
第四節 研究流程.................................................................. 4
第二章 文獻探討.................................................................. 5
第一節 購物網站.................................................................. 5
第二節 網站服務品質...............................................................6
第三節 顧客價值..................................................................20
第四節 顧客滿意度................................................................25
第五節 再購意願..................................................................28
第三章 研究方法..................................................................29
第一節 研究架構..................................................................29
第二節 研究假說..................................................................29
第三節 研究變項及操作型定義...................................................... 32
第四節 研究設計..................................................................36
第四章 實證結果分析..............................................................38
第一節 研究樣本敘述性統計.........................................................38
第二節 測量模型檢定..............................................................40
第三節 結構模型檢定..............................................................43
第五章 討論.................................................................... 46
第一節 網站服務品質對顧客價值的影響............................................... 46
第二節 網站服務品質對顧客滿意度的影響............................................. 47
第三節 顧客價值對顧客滿意度及再購意願的影響........................................ 47
第四節 顧客滿意度對再購意願的影響................................................. 48
第六章 結論.................................................................... 49
第一節 理論意涵................................................................. 49
第二節 實務意涵................................................................. 50
第三節 研究限制及建議............................................................ 50
參考文獻....................................................................... 52
一、中文....................................................................... 52
二、英文....................................................................... 54
附錄.......................................................................... 62
影響顧客持續購買意願之探討-以核心與復原服務品質觀點問卷調查......................... 62
表目次
頁次
表2-1 網站服務品質構面及內容.......................................................8
表2-2 網站服務品質之潛在構面......................................................14
表2-3 網站服務品質之主要構面......................................................14
表2-4 學界所提出的之網站服務品質構面...............................................16
表2-5 業界所提出的之網站服務品質構面...............................................18
表2-6 本研究定義之網站服務品質構面.................................................19
表2-7 原始與精簡構面之對應表......................................20
表2-8 顧客價值之定義發展..........................................23
表3-1 本研究變項之操作型定義........................................33
表3-2 本研究之衡量問項..........................................34
表3-3 本研究變項之預測信度分析(n=30)................................36
表4-1 所有樣本之基本資料分析(n=332)..............................9
表4-2 本研究構面之信度分析表(n=332).............................40
表4-3 本研究測量模型之檢定結果..................................41
表4-4 本研究區別效度結果表...................................43
表4-5 本研究假說驗證結果...................................45
圖目次
頁次
圖1-1 本研究流程圖........................................4
圖2-1 網站服務品質認知模式.....................................9
圖2-2 Zeithaml, Parasuraman & Malhotra 服務品質模式............11
圖2-3 Santos網站服務品質模式..................................15
圖2-4 網站顧客滿意之整合性架構..................................27
圖3-1 研究架構................................................29
圖4-1 本研究之結構分析圖.........................................44

一、中文
李君如 (2012),白蘭氏健康博物館遊客參觀品質、滿意度與參觀效益之模式建
構與驗證,品質學報,第十九卷,第六期,頁541-563。
吳思華(2000),策略九說,臺北:臉譜文化。
汪美香、葉桂珍(2000),消費者屬性、網站滿意度與網路購物意願關係之研究,
企業管理學報,第 48 期,頁 121-138。
何雍慶、謝明儒(2012),顧客價值預期對關係品質與忠誠度影響之模式研究-
以國際觀光旅館為例,運動休閒餐旅研究,第七卷,第一期,頁100-12
邱璟明(1999),網際網路線上服務服務品質衡量模式之建立,台灣大學資訊管
理研究所碩士論文
施淳瑄(2001),台灣網路書店經營型態對服務品質、知覺風險、顧客行為意圖
影響之探討,政治大學企業管理研究所碩士論文。
胡雅芳(2011),公部門創新服務與其效益之研究-以台鐵局郵輪式列車為例,
臺灣大學政治學研究所學位論文,臺灣大學,頁1-155。
徐岱伶(2001),購物網站服務品質與消費行為之研究,台北大學企業管理研究
碩士論文。
孫美君(2000),影響網站忠誠度之因素研究-以購物型網站為例,中原大學
資訊管理研究所碩士論文。
陳進成(2003),電子商務顧客價值、滿意度與忠誠度之研究-以電子商店為例,
桃園縣:私立中原大學資訊管理研究所碩士論文。
創市際市場研究顧問(2013),市場研究調查報告,
http://www.insightxplorer.com/index.html
湯宗泰、劉文良、藍天雄(2006),顧客關係管理e思維,臺北:博碩文化。
彭淑媛(1998),網路購物商店服務品質與再購意願之線性結構分析,實踐大學
企業管理研究所碩士論文。
張紹勳(2001),企業對消費者電子商務之關係品質模式,廣告學研究,16 集,
頁 55-81。
溫石松(2001),顧客價值與網路忠誠度之關係,中興大學企業管理學系研究所,
碩士論文。
楊淑鈞(2000),電子商務服務品質與消費者購買意願關係之研究,銘傳大學國
際企業管理研究所碩士論文。
資策會(1997),台灣網際網路調查報告,
http://www.netvalue.com/corp/news/news form.htm
資策會(2012),家戶寬頻應用現況與需求調查報告,
http://www.find.org.tw/find/home.aspx?page=many&id=346
資策會(2012),臺灣電子商務B2C網路商店調查,
http://www.find.org.tw/find/home.aspx
樂天市場(2013),網路購物趨勢調查,
http://www.rakuten.com.tw/info/release/?l-id=RADTopFooter02
劉家齊(2010),顧客價值創造:以台灣互動媒體整合服務為例,政治大學科技
管理研究所學位論文,政治大學,頁1-102。
蔡錦德 (2003),電子通路中協同式整合、顧客價值與顧客滿意度關聯性之實證
研究,國立高雄第一科技大學行銷與流通管理所碩士論文。
顏永森(2000),銷售網站服務品質對消費者態度影響之研究,政治大學企業管
理研究所博士論文。
蕭穎謙 (2010),量販店服務品質、顧客價值、顧客滿意度與忠誠度關係之研究,
華人經濟研究,第八卷,第一期,頁33-53。
二、英文
Ana Isabel Polo Pena, Dolores María Frías Jamilena & Miguel
Ángel Rodríguez Molina(2013).Antecedents of loyalty toward
rural hospitality enterprises:The moderating effect of the
customer’s previous experience. International Journal
of Hospitality Managem, 34, 127– 137. 
Anderson, E. W., C. Fornell & D. R. Lehmann (1994). Customer
Satisfaction, Market Share, and Profitability: Findings from
Sweden, Journal of Marketing,58(3),pp.53-66.
Babin, B. J., Darden, W. R., & M. Griffin. (1994). Work and/or
Fun: Measuring Hedonic and Utilitarian Shopping Value. Journal
of Consumer Researc 20(March), 644-656.
Bardhi, F., & Arnould, E. J. (2005). Thrift shopping: Combining
utilitarian thrift and hedonic treat benefits. Journal of
Consumer Behaviour, 4(4), 223-233.
Barnes, J. G., (2000), Secrets of Customer Relationship Management:
It's All About How You Make Them Feel,McGraw-Hill, New York.
Batra, R., & Ahtola,O.T. (1990). Measuring the hedonic and
utilitarian sources of consumer attitudes. Marketing Letters,
2(2), 159 -170.
Bettman, J. R. (1979). An Information Processing Theory of Consumer
Choice, Reading, MA: Addison-Wesley.
Bhattacherjee, A. (2001). Understanding information systems
continuance:An expectation-confirmation model. Mis Quarterly 25(3), 351-370.
Bitner, M. J. (1990).Evaluation Service Encounters: The Effects of
Physical Surroundings and Employee Responses,Journal of Marketing,
54(Apr.), pp69-82.
Blackston, M. (2000). Observations:Building Brand Equity By Managing
TheBrand’s Relationships, Journal of Advertising Research, 40(6), pp.101-106.
Bontis, N., Booker, L. D., & Serenko, A. (2007).The mediating effect of
organizational reputeon on customer loyalty and service recommendation in the
banking industry, Management decision, 45, 9, 1426-1445.
Boulding, W., Kalra, A., Richard, S. & Zeithaml, V.A. (1993). A Dynamic
Process Model of Service Quality: From Expectation, Journal of Marketing
Research, 30(1), pp. 7-27.
Chandon, P., Wansink, B, & Laurent, G., (2000). A Benefit Congruency Framework
of Sales Promotion Effectiveness, Journal of Marketing, Vol.64, No.4, pp.65-81.
Chen, S. C., Yen, D. C., & Hwang, M. I. (2012). Factors influencing the
Continuance intention to the usage of Web 2.0: An empirical study. Computers
in Human Behavior, 28(3), 933-941.
Court, D., Thomas D., French, T., McGuire I. & Partington M. (1999). Marketing
in 3-D, The Mckinsey Quarterly, (No. 4), pp. 6-17.
Cronin, J. Joseph & Steven A. Taylor (1992). Measuring Service Quality:
A Reexamination and Extension, Journal of Marketing, 56(Jul.), pp. 55-68.
Day, G. S. (1990). Market Driven Strategy Processes for Creating Value. New
York Free Press.
Donthu, Naveen, Garcia & Adriana. (1999). The Internet Shopper. Journal
of Advertising Research, 39(3), pp. 52-58.
Deruyter, K., Bloemer, J., & Peeters, P., (1997). Merging Service Quality and
ServiceSatisfaction: An Empirical Test of an Integrative Model. Journal of
EconomicPsychology. Vol. 18, Iss. 4, 387-406.
Eighmey, John (1997). Profiling User Responses to Commercial Web Sites, Journal
of Advertising Research, May/June, pp. 59-66.
Engle, J. F., Blackwell, R. D. & Miniard, P. W. (1986). Consumer Behavior, 5th
ed.,Chicago: Dryden Press.
Flick, U., (1998). An Introduction to Qualitative Research. Sage Publications,
London.
Fornell, Claes (1992). A National Customer Satisfaction Barometer: The Swedish
Experience, Journal of Marketing, 56(Jan.), pp. 6-21.
Frondizi, R. (1971). What is Value? LaSalle, IL: Open Court Publishing Company.
Gale, B. T. (1994). Managing Customer Value. New York: The Free Press.
Gefen, D. (2000). E-commerce: The role of familiarity and trust. Omega, Vol. 28,
No.6, pp. 725-737.
Gronroos, C., Helnonen, F., Isoniemi, K., & Lindholm, M., (2000). The NetOffer
Model: A Case Example from the Virtual Marketspace. Management Decision.
Vol. 38, No.4, 243-252.
Hirschman, E. C., & Holbrook , M.B. (1982). Hedonic Consumption: Emerging
Concepts,Methods and Propositions. Journal of Marketing, Vol.48 (Summer),92-101.
Holbrook, M. B. (1996). Customer value - A framework for analysis and research.
In K. P. Corfman & J. G. Lynch, (Eds.), Advances in consumer research,23(138-142).
Provo, UT: Association for Consumer Research.
Hsu, S. H. (2008), Developing an index for online customer satisfaction: Adaptation
of American customer satisfaction index, Expert systems with application, 34, 3033-3042.
Hunt, H. Keith (1977), CS/D—Overview and Future Research Directions,In
Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction,
H. Keith Hunt, ed. Keith Hunt, ed. Cambridge, MA:Marketing Science Institute.
Kolesar, Mark B. & R. Wayne Galbraith (2000). A Service-Marketing Perspective
on E-Retailing: Implications for E-Retailers and Directions for Future Research,
Internet Research: Electronic Networking Applications and Policy, 10(5),
pp.424-438.
Kolter, Ang, Leong & Tan. (1999). Marketing Management - an Asian Perspective.
New Jersey: Prentice Hall Inc, pp. 674.
Kotler, P. (2000). Evaluating the Potential of Interactive Media through a New
Lens:Search versus Experience Goods. Journal of Business Research, 58(8),
pp.1040-1048.
Landrum, H. & Prybutok, V. R. (2007), A service quality and success model for
information service industry, European journal of operational research, 156, 3,
628-642.
Lee, M. K. O. (1999), A Comprehensive Model of Internet Consumer Satisfaction,
unpublished working paper, City University of Hong Kong.
Lee, M. K. O. & Turban, E. (2001). A trust model for consumer internet shopping.
International Journal of Electronic Commerce, Vol. 6, No. 1, pp. 75-91.
Lee, M. C. (2010). Explaining and predicting users’ continuance intention toward
e-learning: An extension of the expectation- confirmation model. Computers &
Education, 54(2), 506-516.
Lee, Y., & Kwon, O. (2011). Intimacy, familiarity and continuance intention: An
extended expectation- confirmation model in web- based services. Electronic
Commerce Research and Applications, 10(3), 342-357.
Levy, S. J. (1980). The Symbolic Analysis of Companies, Brands, and Customers.
Albert Wesley Frey Lecture, Graduate School of Business, University of
Pittsburgh, PA.
Li, Y. N., Tan, K. C., & Xie, M., (2002). Measuring Web-based Service Quality.
Total Quality Management, Vol. 13, No. 5, 685-700.
Liu, C., & Arnett, K. P., (2000). Exploring the Factors Associated with Web Site
Success in the Context of Electronic Commerce. Information and Management.
Vol.38, No.1, 23-34.
Lociacono, E., Watson, R. T., & Goodhue, D. L., (2000). WebQual: A Web Site
Quality Instrument. Working Paper. Worcester Polytechnic Institute.
Oliver, Richard L. (1980), A Cognitive Model of the Antecedents and Consequences
of Satisfaction Decision, Journal of Marketing Research, 17(Nov.), pp. 460-469.
Oliver, Richard L. (1981), Measurement and Evaluation of Satisfaction Processes in
Retailing Setting, Journal of Retailing, 57(3), pp. 25-48.
Oliver, Richard L. & Wayne S. DeSarbo (1988), Response Determinants in
Satisfaction Judgment, Journal of Consumer Research, 14(Mar.), pp. 495-507.
Olshavsky, R. W. & Granbois , D.H. (1979). Consumer Decision Making-Fact of
Fiction? Journal of Consumer Research, 6(September), 93-100.
Naumann, E. (1995). Creatin Customer Value. 1sted., U.S. Thomson Executive Press
INC.
Neuman, W. L., (1997). Social Research Methods – Qualitative and Quantitative
Approaches, 3rd ed., Allyn and Bacon, Boston, MA.
Nicosia, F. M. (1966). Consumer Decision Processes, Englewood Cliffs, N. J.Prentice
Hall, 156.
Nunnally, J.C., (1978), Psychometric Theory, New York: McGraw-Hill.
Parasuraman, A., Zeithaml, V. A. & Berry, L. L., (1985). A Conceptual Model of
Service Quality and Its Implications for Future Research. Journal of Marketing
Vol. 49, 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L., (1988 spring). SERVQUAL:
A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality.
Journal of Retailing. Vol. 64, Iss. 1, 12-40.
Parasuraman, A., Zeithaml V. & Berry L. (1991). The Nature and Determinants of
Customer Expectations of Service. Journal of Academy of Marketing Science,
Vol.21, pp. 1-12.
Reichheld, Frederick F. & Phil Schefter (2000), E-Loyalty: Your Secret Weapon
on the Web, Harvard Business Review, (Jul.-Aug.), pp. 105-113.
Rust, R. T., & Lemon, K. N., (2001 spring).E-service and the Consumer.
International Journal of Electronic Commerce. Vol.5, No.3, 85-101.
Santos J., (2003 March).E-Service Quality: A Model of Virtual Service
Quality Dimensions. Managing Service Quality. Vol. 13, No.3. 233-246.
Shani, D. & Chalasani S. (1992). Exploiting Niches Using Relationship
Marketing,The Journal of Consumer Marketing, Vol. 3, 1992, pp. 33-42.
Sheth, J.N. (1974). A Theory of Family Buying Decisions. in jagdish N.
Shethed.,Models of Buying Behavior( New York: Harper & Row, 1974), 17-33.
Sheth, J. N., Newman, B. I. & Gross , B. L. (1991). Consumption Values
and Market Choices-Theory and Applications, Cincinnati. OH: South-Western
Publishing Co.
Sheth, J. N., Newman, B. I., & Gross, B. L., (1991). Why We Buy What We
Buy: A Theory of Consumption Values. Journal of business research, Vol. 22, 159-170.
Shohreh, A. Kaynama & I. Black Christine (2000), A Proposal to Assess the Service
Quality of Online Travel Agencies: An Exploratory Study,Journal of Professional
Services Marketing, 21(1), pp.63-88.
Slywotzky, A. J. (1996). Value Migration, Boston: Harvard Bussines, School Press.
Smith, J. B. (1998). Buyer-seller relationships: Similarity, relationship
management,and quality. Psychology and Marketing, Vol. 15, No. 1, pp. 3-21.
Souitaris,V. & Balabanis, G .(2007), Tailoring online retail strategies to
increase customer satisfaction and loyalty,Long rango plannung, 40, 2, 244-261.
Spreng, R. A, G. D. Harrell & R. D. Mackoy. (1995). Service Recovery: Impact on
Satisfaction and Intentions. Journal of Services Marketing, 9(1), 15-23.
Spreng, R. A., & Mackoy, R. D., (1996). An Empirical Examination of a Model of
Perceived Service Quality and Satisfaction. Journal of Retailing. Vol. 72, No. 2,
201-214。
Stepanek, M., (2000 March). You’ll Wanna Hold Their Hands. Business Week.
Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development
of a multiple item scale. Journal of Retailing,77(2), 203-220.
Srinivasan, Srini S., Rolph Anderson & Kishore Ponnavolu (2002), Customer
Loyalty in e-Commerce: an exploration of its antecedents and consequences,
Journal of Retailing, 78, pp. 41-51.
Szymamski, D. M. & R. T. Hise (2000), E-Satisfaction: An Initial Examination,
Journal of Retailing, 76(3), pp. 309-322.
Szymanski, David M. & David H. Henard (2001), Customer Satisfaction: A
Meta-Analysis of the Empirical Evidenc, Journal of the Academy of
Marketing Science, 29(1), pp. 16-35.
Taylor, P.W. (1961). Normative discourse, Englewood Cliffs, NJ: Prentice-Hall.
Thompson, K. E., & Chen, Y.L. (1998). Retail Store Image: A Means-End Approach.
Journal of Marketing Practice, 4(6), 161-173.
Tung-Ching Lin, Sheng Wu, Jack Shih-Chieh Hsu, Yi-Ching Chou. (2012). The
integration of value-based adoption and expectation–confirmation models: An
example of IPTV continuance intention. Decision Support Systems, 54 (2012),63–75.
Tung-Ching Lin, Sheng Wu, Jack Shih-Chieh Hsu, Yi-Ching Chou. (2012). The
integration of value-based adoption and expectation–confirmation models: An
example of IPTV continuance intention. Decision Support Systems, 54 (2012),63–75.
Turban, E., King, D., Lee, J., Warkentin, M. & Chung, H. M. (2002). A managerialp
erspective. Electronic Commerce, (2nd Ed.), Prentice-Hall, Upper Saddle River, NJ.
Van Riel, A. C. R., Liljander, V., & Jurriens, P.,(2001). Exploring Consumer
Evaluations of E-Services: A Portal Site. International Journal of Service
Industry Management. Vol.12, No.4, 359-377.
Waltner, C., (2000 July). Web Commerce Means E-Service. InformationWeek.Iss.743,
68-72.
Westbrook, Robert A. (1980), Intrapersonal Affective Influences on Consumer
Satisfaction with Products, Journal of Consumer Research, 7(Jun.), pp. 49-54.
Wolfinbarger, M. F., & Gilly, M. C., (2002). comQ: Dimensionalizing, Measuring
and Predicting Quality of the E-tail Experience. Working Paper, No.02-100,
Marketing Science Institute, Cambridge, MA.
Woodruff, R.B. (1997). Customer Value: The Next Source for Competitive Advantage.
Journal of the Academy of Marketing Science, 25(2), 139-153.
Woods, W. A., (1981). Consumer Behavior, New York: North-Holland.
Wong, A. (2004), The role of emotional satisfaction in service encounters,
Managing service quality, 14, 5, 365-376.
Yang, Z., (2001).Consumer Perceptions of Service Quality in Internet-based
Electronic Commerce. Proceedings of the 30th EMAC Conference. 8-11,Bergen.
Yongdong Shia, Catherine Prenticeb & Wei He.(2014).Linking service quality,
customer satisfaction and loyalty in casinos,does membership matter?
International Journal of Hospitality Management , 40, 81–91.
Zeithaml, V. A., Parasuraman, A., & Malhotra, A., (2000). A Conceptual Framework
for Understanding E-Service Quality: Implications for Future Research and
Managerial Practice. Working paper. Report No.00-115, Marketing Science
Institute.
Zeithaml, V. A., Parasuraman, A. & Malhotra, A., (2002 Fall). Service Quality
Delivery Through Web Sites:A Critical Review of Extant Knowledge. Journal
of the Academy of Marketing Science, Vol. 30, No. 4, 362-375.
Zeithaml, V. A., Parasuraman, A., & Malhotra, A., (2005), E-S-QAL A Multiple-item
Scale for Assessing Electronic Service Quality,Journal of Service Research Vol.
No. 3, pp. 213-233.

QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
1. 顧客關係、服務品質、品牌形象、顧客滿意度與再購意願間關係之研究-以銀行業為例
2. 顧客導向、服務品質、顧客價值與顧客滿意度之關聯性研究-以花蓮地區國際觀光旅館為例
3. 電子商務顧客價值、滿意度與忠誠度之研究-以電子商店為例
4. 運動健身俱樂部服務品質、顧客滿意度與再購意願之研究—以桑富士運動俱樂部為例
5. 顧客滿意度、品牌忠誠度對再購意願之影響─以汽車銷售業為例
6. 體驗行銷及關係行銷對顧客價值及顧客滿意影響之研究
7. 游泳池服務品質、顧客滿意度與再購意願之研究-以臺北縣三重市地區游泳池為例
8. 服務品質、顧客價值、顧客滿意度與行為意圖之關聯性探討-以屈臣氏連鎖藥妝店為例
9. 顧客價值、價格知覺、顧客滿意度、轉換成本對顧客忠誠度影響之研究-以量販店為例
10. 顧客價值與顧客關係管理績效之關聯性研究-以H銀行消費金融部門為例
11. 國立臺灣大學綜合體育館服務品質、顧客滿意度與再購意願之研究
12. 顧客滿意度與忠誠度對再購意願影響之研究-以國內宅配服務業為例
13. 服務品質、顧客滿意度與忠誠度對企業採用自動化新科技產品再購意願之研究-以OPC產品為例
14. 客家桐花祭之政策行銷暨滿意度分析
15. 服務品質,顧客滿意度與再購意願之關聯性研究-以豐田汽車中區經銷商為例
 
系統版面圖檔 系統版面圖檔