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題 名 | 產品品質外在屬性訊號、產品知識與顧客滿意之整合分析--以臺北市筆記型電腦消費者為例=An Integrated Analysis of Extrinsic Product Quality Attribute Signals, Product Knowledge and Customer Satisfaction--An Example of Notebook Consumer Behavior in Taipei City |
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作 者 | 林隆儀; 鄭君豪; | 書刊名 | 輔仁管理評論 |
卷 期 | 12:1 2005.01[民94.01] |
頁 次 | 頁65-92 |
分類號 | 496.7 |
關鍵詞 | 顧客滿意; 期望績效; 實際績效; 產品知識; 產品品質外在屬性訊號; Customer satisfaction; Expected performance; Perceived performance; Product knowledge; Extrinsic product quality attribute signal; |
語 文 | 中文(Chinese) |
中文摘要 | 顧客滿意是企業經營成功的關鍵因素之一,近年來頗受企業界的重視。本研究探討消費者購買筆記型電腦後的顧客滿意評價腎其影響因心,深入分析產品質外在屬性訊號、消費者的期望績效、實際績麥等對顧客滿意的影響效果,以及產品知識對產品品質外在屬性訊路與發出來的顧客滿意模型,研究結果發現:(1)產品品質外在屬性訊號中,廣告與品牌形象會正向且顯著的影響期望績效。(2)期望績效會正向且顯著的影響實際績效,而影響顧客影意的直接效果不顯著,但透過實際績效則影響顧客滿意的總效果為最大。(3)產品知識對產品品質外在屬性訊號與期望會有部分干擾效果。 |
英文摘要 | Customer satisfaction is one of the key successful factors of business operation, and has increasing importance in recent years. The main purpose of this study is to test the evaluation of customer satisfaction and factors that influence customer satisfaction after they brought the products-notebook computer. Furthermore, the study deeply analysis the influences of extrinsic product quality signal, customers’ expected performance, perceived performance on customer satisfaction, and the interference effect of product knowledge between extrinsic product quality signal and expect4ed performance. This study uses personal interview to collect primary data, the LISREL method was used to verify customer satisfaction structure model that developed in this study. We conclude the following three findings: (1) Advertising and brand image in extrinsic product quality signal would significant and proportionally affect customers’ expected performance. (2) Customers’ expected performance that would significant and positively affect customers’ perceived performance, but the direct effect on customer satisfaction is not significant. however, the effect of customers’ perceived performance affect customer satisfaction is proportionally significant and huge. (3) The relationship of product knowledge between extrinsic product quality signal and the customers’ expected performance do contain partial interference effect. |
本系統中英文摘要資訊取自各篇刊載內容。