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研究生:陳譽
研究生(外文):Chen, Yu
論文名稱:服務品質對中小企業顧客滿意度影響之研究
論文名稱(外文):The Study on the Impact of Service Quality on Customer Satisfaction in Small and Medium-Sized Enterprises.
指導教授:傅衡宇傅衡宇引用關係
指導教授(外文):Fu, Heng-Yu
口試委員:呂曜志郭彥谷
口試委員(外文):Liu, Yau-JrKuo, Yen-Ku
口試日期:2020-07-18
學位類別:碩士
校院名稱:台北海洋科技大學
系所名稱:海空物流與行銷系
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:2020
畢業學年度:108
語文別:中文
論文頁數:65
中文關鍵詞:期望服務品質認知服務品質顧客滿意度中小企業顧客
外文關鍵詞:Expected service qualityPerceived service qualityCustomer satisfactionSME customers
相關次數:
  • 被引用被引用:2
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  • 下載下載:65
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本研究是以中華電信中小企業顧客為研究對象,探討中小企業顧客接受中華電信專案經理服務,在期望服務品質(期待服務品質)與認知服務品質(認知服務品質)和顧客滿意度所感受到的差異。本研究採取敘述性統計、信度分析、t檢定、單因子變異數分析、皮爾森積差相關分析及層級多元迴歸分析,總計發出問卷169份,其中回收169份,有效問卷共計169份,有效回收率為100%。
研究發現:1.顧客之人口統計變數在期望服務品質和認知服務品質有差異性。2.中小企業之人口統計變數在顧客滿意度有差異性。3.期望服務品質與認知服務品質有顯著差異。4.認知的服務品質各構面,對態度與服務傳遞顧客滿意度和產品與服務作業品質皆有正向影響。

The study focuses on SME customers of Chunghwa Telecom's project manager . The purpose of this study is to explore the differences and relationship among expected service quality, perceive service quality and customer satisfaction. This study uses the statistics analysis as descriptive statistics analysis, reliability, validity, t test, one-way ANOVA, Pearson’s Product-Moment correlation analysis and multiple regression model to analyze the collected data and sent out a total of 169 questionnaires, of which all were recovered and resulting in a total of all valid questionnaires with an effective recovery rate of 100%. The findings are as follows: The company's operating time of demographic variables has differences in expected service quality, perceive service quality and customer satisfaction. The are distinct differences between in expected service quality and perceive service quality. Perceive service quality has a positive impact on customer satisfaction.
謝誌 I
摘要 II
Abstract III
目錄 IV
表目錄 V
圖目錄 VI
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 3
第三節 研究對象及流程 4
第二章 文獻回顧 6
第一節 服務品質 6
第二節 顧客滿意度 12
第三節 服務品質及顧客滿意度相關研究 16
第三章 研究方法 19
第一節 研究架構 19
第二節 研究範圍與資料蒐集 20
第三節 研究變項操作型定義與衡量 21
第四節 研究假設 26
第五節 資料分析與統計方法 28
第四章 研究結果 30
第一節 樣本描述性統計分析 30
第二節 研究對象與樣本資料分析 32
第三節 皮爾森積差相關分析 39
第四節 層級迴歸分析 43
第五章 結論與建議 50
第一節 研究結果與討論 50
第二節 建議 53
參考文獻 55
中文文獻 55
外文文獻 57
其他文獻 61
附錄 62
中文文獻
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其他文獻
維基百科(2020年4月5日)。中小型企業。取自:
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