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題 名 | 形象商圈經營績效與顧客滿意之探討--以中部形象商圈為例=An Exploration of Operations Performance and Customer Satisfaction of Image Business Cluster in Central Taiwan |
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作 者 | 賴佳淳; 何黎明; | 書刊名 | 聯大學報 |
卷 期 | 1 民94.06 |
頁 次 | 頁24-42 |
分類號 | 498 |
關鍵詞 | 形象商圈; 經營績效; 顧客滿意; 平衡計分卡; Image business cluster; Operations performance; Customer Satisfaction; Balanced scorecard; Ordered probit; |
語 文 | 中文(Chinese) |
中文摘要 | 本研究主要是針對傳統商圈再造之績效執行問題加以探討,在商圈整體表現上,分別以兩個方向來探討:一個為商圈本身的經營管理效率,另一個則為外顯的顧客服務滿意度。研究結果得知,1.採購型商圈須改善公共設施、凸顯商圈形象,並加強顧客導向及商圈安全之宣導。2.藝術休閒型商圈應改善交通系統、彰顯藝術文化特性。3.特色產業型商圈強調產業特色、加強店主經營訓練、並改善交通系統。4.已輔導完成之商圈在公共設施及顧客導向與商圈形象已獲得成效。5.以財務指標而言形象商圈之輔導工作已具成效。綜上所述,本研究提出建議為:1.為提昇消費者滿意度,相關輔導單位應著重於提昇商圈形象、增設或改建公共設施、店員的服務能力之培訓及合理的價格訂定。2.針對提高形象商圈經營績效方面,相關輔導單位應將重點置於提昇品質與服務水準、舉辦社區活動、政府執行與配合、增設或改建公共設施。3.市區型行銷手法應求新變,協調租金之訂定、商圈之發展潛力及商圈特色之彰顯、公共設施之改善。4.相關輔導單位應積極邀請政府介入形象商圈之建設及規劃。 |
英文摘要 | This Research mainly focuses on execution efficiency of re-structuring Traditional Business cluster. The Business Cluster as a whole could be look at in two sector: one is on management efficiency of running the Business Cluster itself, the other is on satisfactory level of customer services. This Research concludes: 1.Business Cluster that relies on purchases should improve public utilities and Image Business Cluster, reinforce customer direction and business cluster safety; 2.Business Cluster that relies on artistic recreation should improve traffic system, outthrust cultural artistic features; 3.Business Cluster that relies on specific industry should improve industry features, store keeper performance, training and also improve traffic system; 4.Business Cluster that have completed consulting has made improvement on public utilities and customer direction; 5.Judging from financial index, Image Business Cluster has made dramatic improvement after consulting. The research propose: 1.To increase customer satisfaction, relating consulting unit should focus on upgrading Business Cluster Image, extending or restructuring public utilities, improve on training sales service abilities and establish reasonable price; 2.In order to improve Image Business Cluster Operations Performance, relating consulting unit should focus on improving quality and service standard, hosting community activities, government administration and corporation, extending or restructuring public utilities; 3.Image Business Cluster is urban should seek for diversity, setting rent standard, improving business cluster potential, features and public utilities; 4. Relating consulting unit should actively invite government to engage in constructing and planning of Image Business Cluster. |
本系統中英文摘要資訊取自各篇刊載內容。