跳到主要內容

臺灣博碩士論文加值系統

(3.235.120.150) 您好!臺灣時間:2021/08/03 07:07
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:陳燕玲
研究生(外文):CHEN, Yan-Ling
論文名稱:應用KANO二維品質模式與I-S Model分析外送平台線上點餐的服務品質: foodpanda與Uber Eats的探討
論文名稱(外文):Using KANO Two-Dimensional Quality Model and I-S Model to Analyze the Service Quality of Online Ordering on Delivery Platform: An Investigation on foodpanda and Uber Eats
指導教授:王湧水王湧水引用關係
指導教授(外文):Wang, Yung-Shui
口試委員:李堯賢曾宥宏
口試委員(外文):Lee, Yao-HsienTseng, Yu-Hung
口試日期:2021-05-27
學位類別:碩士
校院名稱:中國科技大學
系所名稱:企業管理系
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:2021
畢業學年度:109
語文別:中文
論文頁數:67
中文關鍵詞:服務品質重要度-滿意度模式KANO二維品質模式
外文關鍵詞:service qualityimportance-satisfaction model,KANO two-dimensional quality model
相關次數:
  • 被引用被引用:2
  • 點閱點閱:91
  • 評分評分:
  • 下載下載:32
  • 收藏至我的研究室書目清單書目收藏:0
近年來隨著經濟的發展、工作時間的延長,加班族群的增加,就餐時間縮短,選擇外送服務的消費者增加,雖然過去已有許多針對線上點餐有關的研究,然而過去學者提出對線上點餐的研究大多聚焦在顧客續留、成功因素、消費者行為等研究,對目前強勢崛起的foodpanda與UberEats的分析探討並不多見,所以本研究將提出與過去不同的視角,以KANO二維品質模式及重要度-滿意度模式(I-S Model)探討台灣foodpanda與Uber Eats兩家外送平台線上點餐業者的服務品質。
本研究以便利抽樣方式進行問卷調查,並以曾經使用過foodpanda及Uber Eats外送平台點餐之消費者為研究對象,計發放300份問卷,回收有效問卷254份。經本研究KANO二維品質模式與重要度-滿意度模式交叉分析結果發現,於優越區域中,foodpanda及Uber Eats外送平台點餐業者首要改善或維持的服務要素的前3順位,分別為「外送平台線上點餐服務結帳金額是正確的」、「外送平台線上點餐服務的網頁點餐功能設計齊全」、「外送平台線上點餐的餐點品質是穩定的」。而在有待改善區域中,foodpanda及Uber Eats外送平台點餐首要改善的服務品質要素為「外送平台線上點餐在顧客遭遇問題時會協助解決」、「外送平台線上點餐能準確的提供顧客餐點」、「外送平台線上點餐對顧客的服務承諾能準時地提供」。最後,本研究根據研究結果,提出一些管理意涵與建議供外送平台點餐業者作為經營與改善服務品質之參考。
In recent years, with the development of the economy and the extension of working hours, the number of overtime workers has increased, the dining time has been shortened, and the number of consumers choosing delivery services has increased. Although there have been many studies on online ordering in the past, those studies mostly focus on customer retention, success factors, consumer behavior, etc. The analysis and comparison between the current strong rise of foodpanda and UberEats is rare, so this research will propose a different perspective from the past. The KANO's two-dimensional quality model and importance-satisfaction model (I-S Model) were used to explore the service quality of online food ordering on two types of delivery platforms in Taiwan, such as foodpanda and UberEats.
This study conducted a questionnaire survey using a convenient sampling method, and took consumers who had used foodpanda and Uber Eats delivery platforms to order food as the research object. Totally 300 questionnaires were distributed and 254 valid questionnaires were collected. The results of cross-analysis with the KANO's two-dimensional quality model and importance-satisfaction model found that the top 3 rankings of the service elements that foodpanda and Uber Eats delivery platform food ordering companies in superior areas primarily improve or maintain are "The checkout amount of the online ordering service on the delivery platform is correct", "The web ordering function of the online ordering service on the delivery platform is fully designed", "The quality of the online ordering on the delivery platform is stable". In the areas to be improved, the main improvement service quality elements of foodpanda and Uber Eats delivery platform ordering are "The delivery platform online ordering will assist customers when they encounter problems" "Online ordering on delivery platforms can accurately provide customer meals", and "Delivery platform online ordering service promises to customers can be provided on time." Finally, based on the research results, this research puts forward some management implications and suggestions for the delivery platform ordering business as a reference for operating and improving service quality.
目錄
中文摘要 I
ABSTRACT II
謝誌III
目錄 IV
表目錄 V
圖目錄 VI
第壹章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 4
第三節 研究流程 5
第貳章 文獻探討 6
第一節 外送平台線上點餐服務的發展 6
第二節 服務品質 10
第三節 I-S Model重要-滿意度模式 16
第四節 KANO二維品質模式 18
第參章 研究方法 23
第一節 研究架構 23
第二節 題項發展 24
第三節 研究樣本與抽樣方法 30
第四節 統計分析方法 30
第肆章 研究結果 31
第一節 樣本敘述性統計分析 31
第二節 信度分析 32
第三節 KANO二維品質歸類 33
第四節 KANO品質指標改善分析 36
第五節 重要度-滿意度分析 39
第六節 KANO與I-S Model交叉分析 45

第伍章 結論與建議 48
第一節 研究結論 48
第二節 管理意涵 53
第三節 研究限制與未來研究建議 54
參考文獻 55
附錄一問卷 59


中文文獻

王明杰,2005,影響餐飲業使用無線點餐系統之因素-結合計畫行為理論以及知覺風險理論,國立高雄第一科技大學資訊管理所系碩士論文。
何雍慶、蘇雲華,1995,服務行銷領域顧客滿意模式及服務品質模式之比較研究,輔仁管理評論,第二卷第二期,頁37-64。
吳元熙,2019,foodpanda積極擴大外送服務範圍,將增加南投、台東、澎湖、金門等4處, 數位時代,取自: https://reurl.cc/r87EL4。
吳家緯,2008,應用Kano模式探討液晶螢幕品質屬性,國立逢甲大學工業工程與系統管理學系碩士論文。
李凱琪,2019,淡江網路新聞報,外送平台崛起,宅經濟的時代來臨,取自:http://tkunetnews.tku.edu.tw/?p=9031
沈秀菁,2013,以重要度及滿意度模型探討二類電信業者整體服務品質之研究 以某電訊公司為例,臺北大學企業管理學系碩士論文。
周禎洋,2016,SmartM 新網路科技x 新工作職缺,取自:https://www.smartm.com.tw/article/32373739cea/2016/11/09串接餐飲外送O2O服務的3大秘訣。
邱敏翰、王詩涵與黃于玶,2020,「吃吃」送上你-美食外送平台服務品質探討與滿意度調查foodpand及Uber Eats為例,取自:https://www.shs.edu.tw/works/essay/2020/03/2020032420291727.pdf
林陽助,1996,顧客滿意度節定模式與效果之研究-台灣自用小客車之實證,國立臺灣大學商學研究所博士論文。
客立樂,2020,QLiEER客立樂文章,2020疫情危機變轉機,線上點餐搶救營業額,取自:https://www.qlieer.com/blog-mobile-ordering-trends/客立樂文章
胡凱傑,2011,以 KANO模式與重要度績效分析探討亞洲主要貨櫃港口之服務品質,運輸學刊,頁129-164。
曹巨澎,2009,PZB及Kano品質模式結合I-S分析方法探討國軍副供站服務品質之實證研究,國防大學管理學院資源管理及決策研究所碩士論文
曹金燕,2015,虛實整合餐飲服務商業模式研究-以線上點餐為例,東海大學企業管理學系碩
士論文。
翁崇雄,1998,期望服務與服務績效影響服務品質評量之研究,台大管理論叢,頁153-176。
陳明邦,1995,服務品質的管理,品質管制月刊,31,16-20。
黃素齡,2000,探討筆記型電腦之KANO二維品質模式,元智大學管理研究所碩士論文。
楊少夫,2019,「天下雜誌」、【消費人類學】真的有那麼多人在叫外送?獨家數據帶你看,取自https://www.cw.com.tw/article/5097238

黃齡儀,2008,電視購物服務品質、顧客滿意度與顧客忠誠度之研究,台南科技大學商學與管理研究所碩士論文。
經濟部統計處,2018,經濟部統計處,餐飲業經營實況調查報告。
廖靜怡,1995,二維品質開發評估模式-於商品企劃之應用,中原大學工業工程研究所碩士論文。
楊錦洲,2002,二維品質模式在服務品質上之應用,品質管制月刊,第29 卷第五期,第27~33。
蔡祈岩,2020,「今天叫什麼?」餐飲外送正夯–有無快送:透過外送為社區帶來幸福。2020年2月16日,取自https://reurl.cc/D9gnN5。
蔡珮涵,2012,消費者選擇早餐店消費行為之研究-以新北市部分地區為例,聖約翰科技大學企業管理系碩士論文。
鄭廣泉,2019,餐飲外送商機全解讀-台灣市場的機遇與挑戰,取自:https://reurl.cc/3L9VD0/2019/02/28,電子商務時報。
鄭錳新、林錦珍,2011,以KANO模式探討量販店服務品質屬性,顧客滿意學刊第2期。
賴怡甄,2012,早餐店商店形象對顧客滿意、顧客價值及顧客續留之影響,臺北大學企業管理學系碩士論文。
蘇武龍,2000,住院服務品質與病患滿意度之探討-以成大、奇美醫院為例,成功大學工業管理學系碩士論文。
羅英芩,2008,利用KANO模式探討逆物流服務品質與顧客滿意度之關係,國立高雄第一科技大學運籌管理所碩士論文。

羅應浮、李侑珊、董思詵,2014,應用I-S模式探討消費者逛夜市考慮因素─以湖口流動夜市為例,2014前瞻管理學術與產業趨勢研討會。

英文文獻

Amber, A. H , Frank, B. H , Rimm, E. B , and Dam, R. M..2007. A Prospective Study of Breakfast Consumption and Weight Gain among U. S. Men. Obesity 2007, 15(10)
Bitner, M. J. 1990. Evaluating Service Encounters the Effects of Physical Surroundings and Employee Responses. Journal of Marketing, 54, 69-82.
Bolton, R. N. and J. H. Drew 1991, A multistage model of customers' assessments of service quality andvalue, Journal of Consumer Research, 17(4), 875-884.
Carman, J. M. 2002. Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions. Journal of Retailing, 66(1), 33-55.
Crosby, P. B. 1979. Quality is free. New York, NY: McGraw-Hill.
Cronbach, L. J. 1951, Coefficient Alpha and the Internal Structure of Tests. Psychometrika, 16, pp.297-334.
Chapman, R. G. 1993. Brand performance comparatives. The Journal of Product and Brand Management, 2(1), 42-50.
Chen, T. L. and Lee, Y. H. 2006. Kano Two-Dimensional Quality Model and Important-Performance Analysis in the Student's Dormitory Service Quality Evaluation in Taiwan. The Journal of American Academy of Business, 9(2), 324-330.
Fitzsimmons, J., and Fitzsimmons, M. 1998. The service encounter. In Service Management: operations, strategy, and information technology (2nd ed.). Boston, MA: Irwin/McGraw Hill
Garvin, D. A. 1988. Managing Quality. The Strategic and Competitive Edge. New York: Free Press.
Gronroos, C. 1984. A service quality model and its marketing implication. European Journal of Marketing, 18(4), 36-44.
Haywood‐Farmer, J. 1988, A. Conceptual Model of Service Quality, International Journal of Operations & Production Management, Vol. 8 No. 6, pp. 19-29.
Heskett, J. L. 1987. Lessons in the Service Sector. Harvard Business Review, 65(2), 118-126.
Herzberg. P., B. Mausner, and B. B. Snyderman. 1959. The Motivationto Work. New York: Wiley.
Juran, J. M. 1989. Juran on Leadership for Quality: An Executive Hand Book. New York, NY: The Free Press.
Kotler, P., and Armstrong, G. 2003. Principles of Marketing. Upper Saddle River, NJ: Prentice-Hall.
Kano, N., Seraku, N., Takahashi, F. & Tsuji, S. 1984. Attractive Quality and Must-be Quality.
The Journal of the Japanese Society for Quality control, 14(2), 39-48.
Liljander, Veronica and Tore Strandvik. 1993. Estimating Zones of Tolerance in Perceived Service Quality and Perceived Service Value. International Journal of Service Industry Management, 4(2),6-28.
Lehtinen, U., L.1991, Two Approaches to Service Quality Dimensions, The Service Industries Journal, 11(3), 287-303.
Lewis, F. L. 1991. Introduction to total quality management in the federal government. Washington, DC: Federal Quality Institute.
Lee, W. I., Chang, T. H. and Chao, P. J. 2007. The Relationship Between Quality of Health Care Service and Customer Satisfaction - An Example of Hospitals in Taiwan. Journal of the Chinese Institute of Industrial Engineers, 24(1), 87-95.
Martilla, J. A., & James, J. C. 1977. Importance-Performance Analysis. Journal of Marketing, 41(1), 77-79.
Matzler, K., H. H. Hinterhuber, F. Bailom, and E. Sauerwein. 1996. How to Delight Your Customers. Journal of Product and Brand Management, 5, 6-18.
Matzler, K. and Hinterhuber, H. H. 1998. How to Make Product Development Projects More Successful by Integrating Kano’s Model of Customer Satisfaction into uality Function Deployment. Technovation, 18(1), 25-38.
Mitra, A. 1993. Fundamentals quality control and improvement. New York: Macmillan. Oliver,
Richard, L.1981. Measurment and evaluation of satisfaction process in retailing setting. Journal of Retailing, 57, 25-48.
Olshavsky, R. W. 1985. Perceived quality in consumer decision making: an integrated theoretical perspective. In Jacoby, J., and Olson, J. (Eds.), Perceived Quality: How Consumers View Stores and Merchandise. 3-30. Lexington, MA: Lexington Books.
Parasuraman, A., Zeithaml, V. A., and Berry L.L. 1985. A Conceptual Model of Service Quality and Its Implication for Future Research. Journal of Marketing, 49(4), 41-50
Pariseau, S. E.and J. R. Mc Daniel. 1997. Assessing Service Quality in Schools of Business. International Journal of Quality and Reliability Management,14(3),204-218.
Singh, J.and Widing R. E. 1991. What occurs once consumers complain?European journal of marketing, 30-46
Sasser, W. E., Olsen, P.R., & Wyckoff, D. D. 1978. Management of Service Operations: Text, Case and Reading. Boston, MA: Allyn and Bacon Inc.
Tse, D. K., and Wilton, P. C. 1988. Models of consumer satisfaction formation: An extension. Journal of Marketing Research, 25(2), 204-212.
Tonge, J., and Moore, S. A. 2007. Importance-satisfaction analysis for marine-park hinterlands: A Western Australian case study. Tourism Management, 28(3), 768-776.
Wu, P. C., Chang, H. H.﹐Lo, Y. F.﹐and Lo, W.Y. 2014. A Study on Consumers’ Online Group-Buying Willingness: The Example of Fine Foods. Conference on Applied Science & Management Research.
Yang, C. C. 2003. Improvement Actions Based on The Customers’ Satisfaction Survey. Total Quality Management and Business Excellence, 14(8), 919-930.
Yang, C. C., Yang, K. J., Yeh, T. M., and Pai, F. Y. 2009. Methods for determining areas for improvement based on the design of customer surveys. The Service Industries Journal, 29(2), 143-15
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top