頁籤選單縮合
題 名 | 服務業顧客滿意評量之重新檢測與驗証=A Reexamination and Verification of Customer Satisfaction Measurement of Service Industry |
---|---|
作 者 | 郭德賓; 周泰華; 黃俊英; | 書刊名 | 中山管理評論 |
卷 期 | 8:1 民89.春 |
頁 次 | 頁153-200 |
分類號 | 496.7 |
關鍵詞 | 服務業; 服務品質; 顧客滿意; Service industry; Service quality; Customer satisfaction; |
語 文 | 中文(Chinese) |
中文摘要 | 本研究探討影響服務業顧客滿意的相關因素,建立主要的評量構面與指標,發展服務業顧客滿意評量模式,並且從八種不同類型服務業的實證研究中發現:(1)影響服務業顧客滿意的主要因素,可以歸納為「服務內容」、「價格」、「便利性」、「企業形象」、「服務設備」、「服務人員」與「服務過程」七大構面。(2)在服務業顧客滿意評量模式中,除了少數的服務業之外,「顧客的期望」對「知覺的績效」有正向的影響,對「績效與基望的差距」有負向的影響,對「顧客滿意」有正向的影響。「知覺的績效」對「績效與期望的差距」有正向的影響,對「顧客滿意」有正向的影響。「績效與期望的差距」對「顧客滿意」有正向的影響。(3)在顧客滿意評量方法中,以「績效與期望差距模式」的模式配適度較佳,以「直接績效評量模式」對購後行為的預測效果較佳。(4)不同類型的服務業之間,在顧客滿意上有顯著的差異。 |
英文摘要 | This study explores the factors that affect customer satisfaction, constructs the critical measurement dimensions and indices, and develops a customer satisfaction measurement model of service industry. In this empirical study of eight sectors of service industry, the major findings are: 1) The seven dimensions that affect customer satisfaction of service industry are, price, convenience, enterprise image, service equipment, service staff, and service procedure, 2) Except some sectors of service industry, customer expectation has a positive effect on perecived performance and customer satisfaction but has a negative effect on performance and expectation gap. Moreover, perceived performance has a positive effect on performance and expectation gap and on customer satisfaction. 3) The performance and expectation gap model has the better overall fit and the direct performance measurement model has the better ability to forecast after-sale consumer behavior. 4) There is a significant variances of customer satisfaction among eight sectors of service indutry. |
本系統中英文摘要資訊取自各篇刊載內容。