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研究生:聶齊佑
論文名稱:以狩野品質模型探討排隊資訊透明化、服務品質和顧客滿意度的關係
論文名稱(外文):Application of Kano model to the relationships of queueing information provision, service quality, and customer satisfaction
指導教授:李有仁李有仁引用關係
學位類別:碩士
校院名稱:國立政治大學
系所名稱:資訊管理研究所
學門:電算機學門
學類:電算機一般學類
論文種類:學術論文
畢業學年度:103
語文別:中文
論文頁數:52
中文關鍵詞:排隊心理行動裝置知覺管理狩野模型服務品質顧客滿意度
外文關鍵詞:queuing researchmobile deviceperception managementKano modelservice qualitycustomer satisfaction
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  • 被引用被引用:1
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隨著現代人越來越忙碌的生活步調,排隊帶來的負面情緒影響也越來越大;對於企業而言,必須面對因為在消費的過程中等待,而造成顧客對於服務評價降低的現象。當許多研究致力於提出應對排隊問題的可行方案時,時代的推進帶來了行動裝置與網路的普及化,也因此出現了透過應用程式推播排隊資訊,藉此舒緩顧客負面情緒的解決方案。本研究串聯排隊心理、知覺管理…等不同的研究議題,在不同的消費情境中,透過狩野模型(Kano model)探索排隊資訊具備的服務品質,以及透過SERVQUAL的概念建構研究模型,驗證排隊資訊的整體服務品質與顧客滿意度之間的關係。研究結果發現排隊資訊具備的服務品質,多數歸類於魅力品質 (Attractive quality) 要素,一維品質(One-dimensional quality)要素則為其次,其中服務品質大多維持著一致性,但消費情境會對於特定幾項服務品質的帶來影響。研究模型亦驗證了排隊資的整體服務品質和顧客滿意度有正向關係。
The aim of this paper is to discuss the impact of queue information provisions. As we observe the latest application of revealing queue information via mobile device to deal with the queuing management problem, this research intends to provide a new viewpoint of queuing information crossing different research issues. We develop research framework from four facets: (1) perception management, (2) queuing research, (3) Kano model, and (4) SERVQUAL. The research is divided into three parts. First, via Kano model we find the service quality of queuing information and categorize the service qualities into 6 categories. Second, we examine the relationships between the overall service quality of queuing information provision and customer satisfaction. Third, we are also concerned the impact of consume situation, so the hypothesis will be tested in the different simulated situation in experiment. According to the result, we discover that most queuing information provisions’ service qualities are attractive quality dimension and One-dimensional quality. Besides, the hypothesis of queuing information provisions’ service quality is accepted, which also proves the results which we find in the first part of this research by Kano model. Finally, this research examines the effect of consume situations on the queuing information, and we also have further discussion about the exception situation.
摘要 1
Abstract 2
第一章 緒論 3
1.1研究背景 3
1.2研究動機 5
1.3研究目的 7
第二章 文獻分析 8
2.1 排隊 8
2.1.1排隊心理 8
2.1.2排隊資訊 9
2.2 狩野品質模型(Kano model) 11
2.3 服務品質 14
2.3.1 服務品質與SERVQUAL量表 14
2.3.2 服務品質與顧客滿意度 16
2.4小結 18
第三章 研究方法 19
3.1 實驗設計 19
3.2 問卷設計 22
3.3 研究架構 24
3.4 資料分析 25
3.4.1樣本資料結構 25
3.4.2資料分析方法 26
3.4.3因素分析與信度分析 26
3.5研究假說 29
第四章 研究結果 30
4.1 Kano品質要素歸類 30
4.2 迴歸分析 33
第五章 結論 34
5.1 結論 34
5.1.1排隊資訊的服務品質 34
5.1.2排隊資訊服務品質與顧客滿意度 35
5.2管理意涵 37
5.3理論貢獻 38
5.4 研究範圍與限制 39
5.5 未來研究建議 40
參考文獻 41
附錄 45

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中文文獻
1. 江義平. "教學服務品質衡量模式建構及分析之研究." Asia Pacific Management Review 5.1 (2000): 95-115.
2. TU, T. C. (2004). 排隊心理之不對稱性效果.中央大學企業管理研究所學位論文,1-142.
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