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研究生:陳珮芬
研究生(外文):CHEN PEN-FEN
論文名稱:基督教會會眾對於教牧團隊 關懷服務管理之研究-以南台灣為例
論文名稱(外文):A Study on the Satisfaction of the Christian Congregation to the Care and Service Management of the Pastoral Team at South Taiwan
指導教授:林聖峰林聖峰引用關係
指導教授(外文):LIN SHENG FENG
口試委員:鄭淑芬何政隆林聖峰
口試委員(外文):CHENG SHU FENHO ZHEN LONGLIN SHENG FENG
口試日期:2021-01-04
學位類別:碩士
校院名稱:高苑科技大學
系所名稱:經營管理研究所
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:2020
畢業學年度:109
語文別:中文
論文頁數:86
中文關鍵詞:基督教教牧團隊服務品質關係品質會眾滿意度
外文關鍵詞:Christian Pastoral Team,Service QualityRelationship Quality,Congregation Satisfaction
相關次數:
  • 被引用被引用:2
  • 點閱點閱:128
  • 評分評分:
  • 下載下載:18
  • 收藏至我的研究室書目清單書目收藏:1
本研究旨在透過服務品質、關係品質與會眾滿意度之關聯性,以基督教會會眾對於教牧團隊關懷服務管理來探討服務品質對關係品質有否影響;關係品質對會眾滿意度有否影響;服務品質對會眾滿意度有否影響;服務品質透過關係品質是否間接影響會眾滿意度,因此以南台灣基督教會會眾為對象,進行實證研究。
本研究採用文獻分析和問卷調查法,採用結構化的封閉型問卷,衡量方式採用評價尺度為李克特五點尺度 (5-point Likert Scale) 來計分予以量化,以南台灣基督教會會眾為對象、使用立意抽樣調查法。正式問卷發放期間:2020年4月1日至2020年6月30日止,共計發出180份問卷,回收160份,刪除無效問卷11份,總計有效問卷共149份,有效回收率82.77%。問卷所得資料利用SPSS 統計方法進行分析,其中包含信度分析、專家效度分析、因素分析、敘述性統計分析、迴歸分析、中介效果等方法。
本研究假設驗證結果摘述如下:
(一)服務品質對關係品質有顯著正向影響,獲得成立;
(二)關係品質對會眾滿意度有顯著正向影響,獲得成立;
(三)服務品質對會眾滿意度有顯著正向影響,獲得成立;
(四)服務品質透過關係品質間接影響會眾滿意度,部份中介。

根據研究結果,本研究針對實務應用及未來研究提出相關具體之建議與作法,提供基督教教牧團隊未來宣教服務及後續學術研究之參考,並作為提升與教會會眾關係品質之依據。

This research aims to explore the relationship between service quality, relationship quality, and congregation satisfaction through the relationship between Christian congregation and pastoral team care service management to explore whether service quality affects relationship quality; whether relationship quality affects congregation satisfaction; Does service quality affect congregation satisfaction? Whether service quality indirectly affects congregation satisfaction through relationship quality, so an empirical study was conducted with the Christian congregation in the southern region.
This study adopts literature analysis and questionnaire survey methods, adopts a structured closed questionnaire, and uses a 5-point Likert Scale as the evaluation scale for scoring to quantify it. The Christian congregations in the southern region are used as Target, use the method of intentional sampling survey. The official questionnaire issuance period: from April 1, 2020 to June 30, 2020, a total of 180 questionnaires were sent out, 160 were returned, and 11 invalid questionnaires were deleted. A total of 149 valid questionnaires were issued, and the effective response rate was 82.77%. The data obtained in the questionnaire is analyzed using SPSS statistical methods, including reliability analysis, expert validity analysis, factor analysis, narrative statistical analysis, regression analysis, mediation effect and other methods.
The hypothesis verification results of this research are summarized as follows:
(1) Service quality has a significant positive impact on relationship quality, which is established.
(2) Relationship quality has a significant positive impact on congregation satisfaction, which is established.
(3) The service quality has a significant positive impact on the satisfaction of the congregation, and it is established.
(4) The quality of service indirectly affects the satisfaction of the congregation through the quality of the relationship, part of the intermediary.
Based on the research results, this research puts forward specific suggestions and practices for practical applications and future research, provides references for future mission services and follow-up academic research of the Christian pastoral team, and serves as a basis for improving the quality of relations with the church congregation.

中文摘要 I
Abstract II
目 錄 III
圖 目 錄 V
表 目 錄 VI
第一章 緒論 1
第一節 研究背景 1
第二節 研究動機 2
第三節 研究目的 3
第四節 研究範圍與對象 4
第五節 研究流程 5
第二章 文獻探討 6
第一節 服務品質 6
第二節 關係品質 18
第三節 顧客滿意度 25
第三章 研究方法 31
第一節 研究架構 31
第二節 研究假設 32
第三節 研究型變數之操作型定義與衡量 34
第四節 資料分析方法 39
第五節 問卷設計 41
第四章 研究結果 42
第一節 預試問卷 42
第二節 項目分析 44
第三節 信度分析 51
第四節 樣本結構分析 52
第五節 敘述性統計分析 54
第六節 迴歸分析 58
第五章 結論與建議 62
第一節 結論 62
第二節 建議 64
參考文獻 66
中文文獻 66
英文文獻 68
研究問卷 74


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