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| 題 名 | 服務品質、顧客滿意與購後行為傾向關係之研究--以國內航空客運服務業為實證=A Research of Service Quality, Customer Satisfaction and Post-purchasing Behavioral Intentions Empirical Study in Airlines Services |
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| 作 者 | 葉晶雯; | 書刊名 | 中華技術學院學報 |
| 卷 期 | 29 2003.12[民92.12] |
| 頁 次 | 頁247-267 |
| 分類號 | 496.7 |
| 關鍵詞 | 航空運輸; 服務品質; 顧客滿意; 購後行為傾向; Airlines; Service quality; Customer satisfaction; Post-purchasing behavioral intentions; |
| 語 文 | 中文(Chinese) |
| 中文摘要 | 本研究主要以國內航空客運臺北至高雄航線為研究對象,利用路徑分析探究服務品質、顧客滿意度與購後行為傾向的因果關係。而得到以下結論:顧客預期服務水準認認知績效的影響達顯著水準,且對三者的影響方向為正向。正向認知差距越高則顧客滿意越高。顧客滿意對忠誠、溢價達顯著正向影響。顧客滿意度對品牌移轉抱怨傾向的影響亦達顯著水準,且對著者的影響方向為負向。此外,不同焦慮特質的顧客對服務品質因素構面的知覺有顯著的差異。最後,本研究為航空服務業者提出服務品質規劃策略。 |
| 英文摘要 | The study attempts to explore the relationships among service quality, customer satisfaction and post-purchasing behavioral intentions. The results of the study include: (1)expectancy is positively related to perceived performance and is negatively related to disconfirmation and compliant. (2)Perceived performance has a significant positive effect on customer satisfaction, disconfirmation and premium. (3) Disconfirmation has a significant positive effect on customer satisfaction. (4)Customer satisfaction has a significant positive effect on loyalty, premium and negatively related complaint and brand switch. In addition, the level of trait anxiety has significant difference with service quality factors. Finally, we present some suggestions and marketing strategies to the airlines. |
本系統中英文摘要資訊取自各篇刊載內容。