頁籤選單縮合
題 名 | 零售業RSQS模式下服務品質、生活型態、商店屬性之實證研究=An Empirical Study of RSQS Model for Service Quality、Life Style and Store Attributes of Retail Industry |
---|---|
作 者 | 黃志文; 婁國仁; 廖啟順; | 書刊名 | 管理與教育研究學報 |
卷 期 | 2 民93.12 |
頁 次 | 頁137-164 |
分類號 | 498.2 |
關鍵詞 | 零售業; 服務品質; 商店屬性; Retail industry; Service quality; Store attributes; |
語 文 | 中文(Chinese) |
中文摘要 | 自從1996年發佈RSQS模式以來,零售業服務品質已經在數篇文章、書籍與其他相關領域所探究,但卻未曾對其影響過程加以探討;因此本研究擬探討零售業RSQS中服務品質、商店屬性及生活型態等變數影響。本研究採用問卷調方式針對臺北市百貨公司之消費者進行調查,研究結果顯示,第一、服務品質因素於可靠性導向群、問題/實體導向群、便利導向群具有顯著差異;第二、商店屬性因素在可靠導向群、問題/實體導向群、便利導向群具有顯著差異;第三、生活形態變數在可靠性導向群、問題/實體導向群、便利導向群有顯著差異。 |
英文摘要 | Since the publication of the RSQS model in 1996, research on this service quality model in of Retail Industry has discussed in dozens of articles, books, and other publications. However, the process of service quality, store attributes, and characteristics on the lifestyle effect the attitudes of recipients, which was the purpose of this essay, has not been studied yet. Therefore, the focus of this study are service quality, store attributes, and characteristics on the lifestyle so that it can be used by Retail Industry as an input in the RSQS. A field study method was employed to obtain information directly from individual shoppers of the Taipei department stores. The results of this study are as follows: firstly, the service quality factors for reliability, problem solving, reactive, convenience, and store style are significant by different between reliability, problem/ physical, convenience clusters. Secondly, store attribute factors fro openness and fashion chasing are significant by different in reliable, problem/physical, convenience clusters. Thirdly, lifestyle variables of different lifestyle are significant by different between reliability, problem/physical, convenience clusters. |
本系統中英文摘要資訊取自各篇刊載內容。