查詢結果分析
相關文獻
- 共同基金服務品質、顧客滿意度、品牌權益對顧客忠誠度影響之研究
- 網路銀行服務品質、顧客滿意度與顧客忠誠度關係之研究
- 休閒遊憩商圈服務品質之研究--以高雄旗津為例
- 關係行銷、服務品質、顧客滿意度與顧客忠誠度的因果模式建構--以清境農場為例
- An Analysis of Service Quality, Customer Satisfaction and Customer Loyalty of Commercial Swim Clubs in Taiwan
- 顧客選擇休閒健身中心之研究
- 不同層級連鎖餐廳的顧客滿意度與再消費因子之比較
- 服務品質、工作態度、顧客忠誠度、顧客滿意度關係之研究--以嘉義地區銀行往來客戶為例
- 臺灣棒壘球打擊場服務品質之探討
- 服務品質提升影響顧客再購意願之研究--以大臺北地區汽車保險為例
頁籤選單縮合
題 名 | 共同基金服務品質、顧客滿意度、品牌權益對顧客忠誠度影響之研究=The Study of Influence of Service Quality, Customer Satisfaction, and Brand Equity on Customer Loyalty in Mutual Fund |
---|---|
作 者 | 邱天佑; 楊朝堂; 南震杰; | 書刊名 | 中小企業發展季刊 |
卷 期 | 3 2007.03[民96.03] |
頁 次 | 頁77-98 |
分類號 | 563.538 |
關鍵詞 | 共同基金; 服務品質; 顧客滿意度; 品牌權益; 顧客忠誠度; Mutual fund; Service quality; Customer satisfaction; Brand equity; Customer loyalty; |
語 文 | 中文(Chinese) |
中文摘要 | 傳統的研究以服務品質影響當作顧客滿意度的前因變數,本研究加入品牌權益,以此整合架構探討對顧客忠誠度之關係,為了提高共同基金顧客忠誠度,深入了解顧客需求是必要的。本研究透過問卷方式實證發現:(1)經由結構方程模式,顯示本研究整體理論模式配適符合可接受的適合度檢定水準,表示四構念間確實存在顯著影響關係;(2)服務品質對顧客滿意度與品牌權益均有顯著正向影響關係。服務品質對顧客滿意度的影響效果大於對品牌權益的影響效果,對於顧客忠誠度則沒有顯著的直接效果,必須透過顧客滿意度與品牌權益間接影響顧客忠誠度;(3)顧客滿意度對品牌權益與顧客忠誠度均有直接的影響關係,品牌權益對顧客忠誠度也有直接的影響關係,顧客滿意度透過品牌權益對顧客忠誠度亦有間接的影響關係。本研究的實證結果與意涵可提供共同基金之機構發展提昇顧客忠誠度之參考。 |
英文摘要 | Due to traditional researches, the affection on service quality seems to lead an important role for judging the satisfaction of customers. In this thesis study, brand equity is added for the aim having further discussion on the relationship to customer loyalty. In order to promote the customer loyalty on mutual fund companys, to have close look on customer needs is essential. Depending on the analysis of real evidences, this research results to three main implications: (1)According to the fit test of Linear Structure Equation, it is pointed that the whole theory model of this study completes the standard of the fit test. Moreover, it evidences that this model can be supported. To sum up, the result shows the indeed influential relationship among the four concepts. (2) Service qua1ity has positive effect on customer satisfaction and brand equity. For the direct aspect, further examination on the service quality contains greater effect on customer satisfaction than brand equity. However, there is no obvious influence on customer loyalty. It needs to go through customer satisfaction and brand equity, and indirectly affected. (3) To brand equity and customer loyalty, customer satisfaction leads a direct relationship. Brand equity has a direct effect on customer loyalty. However, customer satisfaction guides an indirect relationship on customer loyalty via brand equity. |
本系統中英文摘要資訊取自各篇刊載內容。