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研究生:王思穎
研究生(外文):Wang, Szu-Ying
論文名稱:物流企業中顧客連結以及顧客忠誠的關係
論文名稱(外文):Increasing Customer Loyalty of Logistics Companies by Relational Bonds
指導教授:鄭士蘋鄭士蘋引用關係
指導教授(外文):Jeng, Shih-Ping
口試委員:林秀芬陳銘慧
口試委員(外文):Lin, Hsiu-FenChen, Ming-Hui
口試日期:2016-06-22
學位類別:碩士
校院名稱:國立臺灣海洋大學
系所名稱:航運管理學系
學門:運輸服務學門
學類:運輸管理學類
論文種類:學術論文
論文出版年:2016
畢業學年度:104
語文別:中文
論文頁數:34
中文關鍵詞:顧客忠誠度財務性連結社會性連結結構性連結物流業
外文關鍵詞:customer loyaltyfinancial bondsocial bondstructural bond
相關次數:
  • 被引用被引用:1
  • 點閱點閱:229
  • 評分評分:
  • 下載下載:57
  • 收藏至我的研究室書目清單書目收藏:3
顧客忠誠度(customer loyalty) 指的是顧客對於偏好的商品或服務;是不論市場或環境如何的影響,仍然持續性的做重複購買。本研究以臺灣北部及澎湖地區物流業對顧客忠誠度之影響為例,探討財務性連結、社會性連結及結構性連結。本研究以問卷調查蒐集資料,一共發放160份問卷並且回收109份的有效問卷。並以迴歸分析分析資料。本研究結果發現,當物流公司與其顧客財務性連結越是緊密,越能有助於提高顧客的忠誠。而當物流公司與期顧客的社會性連結越是緊密,也越能提高其顧客的忠誠。而當物流公司與期顧客結構性連結越是緊密,也相同能夠提升其顧客忠誠度。本研究結果有助於物流業者擬定相關策略,提高其公司的顧客忠誠。
The concept of customer loyalty was defined as a deeply held commitment to repurchase a preferred product or service consistently in the future despite the situational influences and marketing efforts consider other products or services.
According to the past findings, customer loyalty was deeply related to the relational bonds financially, socially, and structurally. Therefore, this study mainly aimed at exploring the customer relationships of logistics companies in Taiwan and if the relationships effected the customer loyalty or not.
The study target was the logistics companies whose employees of their customer’s companies which located in Taipei area and Ponghu. The data was analyzed by ‎regression analysis and the result met the expectation of the hypothsis of this study, which the bonds in finance, society and structure presented positive effects to customer loyalty, in which some useful suggestions can be offered to those who are in logistics field or attempt to get involved.

謝辭 1
摘要 II
Abstract III
目次 IV
圖次 VI
表次 VII
第一章 緒論 8
1.1 研究背景與動機 1
1.2 研究目的 3
1.3 研究範圍與限制 4
第二章 文獻回顧 12
2.1 顧客忠誠度 5
2.2 財務性連結 6
2.3 社會性連結 6
2.4 結構性連結 6
2.5 研究假設 7
2.5.1財務性連結與顧客忠誠度 7
2.5.2社會性連結與顧客忠誠度 7
2.5.3結構性連結與顧客忠誠度 7
第三章 研究方法 16
3.1 主要變數定義與衡量 9
3.2 問卷設計 10
3.3 研究對象與資料分析工具 11
3.3.1 研究對象 11
3.3.2 資料分析工具 11
第四章 蒐集實證資料與分析結果 19
4.1 問卷回收與敘述統計分析 13
4.2 信度與效度分析 14
4.2.1 信度分析 14
4.2.2 效度分析 14
4.3 PEARSON相關分析 15
4.4 迴歸分析與假設驗證 16
第五章 結論與建議 26
5.1 研究結論 19
5.2 研究貢獻 20
5.3 管理意涵 21
5.4 研究限制與後續研究建議 22
參考文獻 30


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