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研究生:鄒家震
研究生(外文):TSOU,CHIA-JHEN
論文名稱:服務創新對知覺價值、顧客滿意度與再購意願關聯性之研究-以某汽車公司為例
論文名稱(外文):Research on Relationship of Service Innovation on Perceived Value, Customer Satisfaction and Repurchase Intention - Take a Car Company as an Example
指導教授:李永恒李永恒引用關係詹美珍詹美珍引用關係
指導教授(外文):LEE,YUNG-HENGCHAN,MEI-JANE
口試委員:葉清江顏敏仁李永恒詹美珍
口試委員(外文):YEH,CHING-CHIANGYAN,MIN-RENLEE,YUNG-HENGCHAN,MEI-JANE
口試日期:2022-06-20
學位類別:碩士
校院名稱:中國文化大學
系所名稱:企業實務管理數位碩士在職專班
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:2022
畢業學年度:110
語文別:中文
論文頁數:62
中文關鍵詞:服務創新知覺價值顧客滿意度再購意願
外文關鍵詞:service innovationperceived valuecustomer satisfactionrepurchase intention
相關次數:
  • 被引用被引用:7
  • 點閱點閱:172
  • 評分評分:
  • 下載下載:1
  • 收藏至我的研究室書目清單書目收藏:0
此研究主要在探討服務創新對於顧客知覺價值、顧客滿意度與顧客再購意願間相互的影響。基於達到研究之目的,本文將進行相關之文獻探討分析結果後提出研究架構,並進一步透過問卷方式獲得證實。問卷部分共分為四個量表施測;服務創新、顧客知覺價值、顧客滿意度、顧客再購意願量表,共34題。針對Mercedes-Benz既有車主進行問卷發放蒐集資料。結果顯示服務創新對顧客知覺價值、顧客滿意度與顧客再購意願皆有正向之影響,顧客知覺價值對顧客滿意度也有正向影響、顧客滿意度對再購意願亦有正向影響。
This study focuses on the mutual effects of service innovation on customer perceived value, customer satisfaction, and customer willingness to repurchase. In order to achieve the purpose of this study, this paper will analyze the relevant literature and propose a research framework, which will be confirmed by means of questionnaires. The questionnaire was divided into four scales: Service Innovative Scale, Perception Value Rating Scale, Customer Satisfaction Scale, and Customer Repurchase Intention, with a total of 34 questions. The questionnaires were distributed to existing car owners to collect data. The results show that service innovation has a positive effect on customer perceived value, customer satisfaction and customer willingness to repurchase, while customer perceived value has a positive effect on customer satisfaction and customer satisfaction has a positive effect on willingness to repurchase.
中文摘要 ......................iii
英文摘要 ......................iv
致謝辭 ......................v
內容目錄 ......................vi
表目錄 ......................viii
圖目錄 ......................ix
第一章 緒論....................1
第一節 研究動機與背景.............. 1
第二節 研究問題與目的.............. 4
第三節 研究流程................. 5
第二章 文獻探討..................7
第一節 汽車產業概述............... 7
第二節 服務創新................ 12
第三節 知覺價值................ 16
第四節 顧客滿意度............... 19
第五節 再購意願................ 21
第三章 研究方法................. 25
第一節 研究設計................ 25
第二節 研究架構................ 25
第三節 研究假設................ 27
第四節 研究變項的衡量與操作性定義....... 27
第五節 研究對象、問卷設計........... 31
第六節 資料分析方法.............. 32
第四章 資料分析................. 34
第一節 樣本結構分析.............. 34
第二節 構面之敘述性統計分析.......... 36
第三節 信度分析................ 36
第四節 因素分析................ 37
第五節 相關分析................ 38
第六節 迴歸分析................ 39
第五章 結論與建議................ 45
第一節 結論.................. 45
第二節 研究建議................ 47
第三節 未來研究建議.............. 48
參考文獻 ......................50
附錄 ......................58

一、中文部分
王侹欽(2019),生理期調理飲品顧客滿意度與再購意願之探討-以天孕悅仕寶為例,環球科技大學生物技術系未出版之碩士論文。
林文南(2014),服務創新四構面實務應用之個案研究-以文理補習班英語教學為例,文藻外語大學外語文教事業發展研究所未出版之碩士論文。
高永麗(2016),體驗行銷、顧客滿意度與購買意願關係之研究-以智慧型手機為例,虎尾科技大學企業經營管理碩士在職專班未出版之碩士論文。
高健中(2017),品質、知覺價值對顧客滿意、信任與再購意願之研究-人壽保險產業實證分析,樹德科技大學金融碩士班未出版之碩士論文。
陳心諦(2016),服務創新、企業形象對消費者行為意象之影響-以中華航空為例,中國文化大學觀光事業研究所未出版之碩士論文。
陳明生(2017)。馬祖國際馬拉松參與選手之滿意度與行為意向之研究。臺北市立大學體育學系體育碩士在職專班未出版之碩士論文。
曾娟娟,洪偉能(2019),科技導入與服務品質對顧客滿意度及顧客忠誠度之影響-以行動購物APP 為例,全球商業經營管理學報,11,109-120。
劉明德,梅國忠(2011),「網站體驗行銷、體驗價值、顧客滿意度與顧客忠誠度關係之研究」,行銷科學學報,7(2),129-154。
薛榮棠,薛昭義,劉書伶(2013),服務創新對住戶關係品質與幸福感關聯性之研究,績效與策略研究,10(1),33-50。
二、英文部分
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1. 服務創新四構面實務應用之個案研究-以文理補習班英語教學為例
2. 體驗行銷、顧客滿意度與購買意願關係之研究-以智慧型手機為例
3. 品質、知覺價值對顧客滿意、信任與再購意願之研究-人壽保險產業實證分析
4. 馬祖國際馬拉松參與選手之滿意度與行為意向之研究
5. 服務創新、企業形象對消費者行為意象之影響 -以中華航空為例
6. 生理期調理飲品顧客滿意度與再購意願之探討--以天孕悅仕宝為例
7. 顧客關係、服務品質、品牌形象、顧客滿意度與再購意願間關係之研究-以銀行業為例
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