頁籤選單縮合
題 名 | 我國服務業顧客滿意度指標評估模型之發展探討=The Exploration into the Development of Taiwan's Customer Satisfaction Index Model |
---|---|
作 者 | 袁正綱; 李春鶯; | 書刊名 | 龍華科技大學學報 |
卷 期 | 28 2009.12[民98.12] |
頁 次 | 頁103-121 |
分類號 | 496.34 |
關鍵詞 | 服務業; 顧客滿意度指標模型; 迴歸分析; 結構方程模式; Service industry; Customer satisfaction index model; Regression analysis; Structural equation modeling; |
語 文 | 中文(Chinese) |
中文摘要 | 目前世界主要國家都已發展顧客滿意度指標評估模型。我國在提昇服務產業競爭力同時,也應該發展適於評估國人對服務業服務品質之顧客滿意度指標評估模型。本研究參考世界各國及中國顧客滿意度指標模型的評估構面,以網路問卷實証調查方式,蒐集了 92 份國人對國內服務業服務品質的期望、認知與滿意度等資料,執行描述性統計分析、信度與效度分析、因子分析及迴歸分析,另以驗證式結構方程模式分析程序,探討中國顧客滿意度模型對我國服務業之適用性。分析結果顯示中國顧客滿意度指標模型對我國服務業服務品質的衡量與評估,雖確實具備一定效用;但構面模型間相互影響效果稍顯不足,值得對構面及其構成問項因子的意義再進一步的深入探討。 |
英文摘要 | The Customer Satisfaction Index (CSI) model has been developed by many countries, while Taiwan is pursuing the elevation of her service industry's performance and quality now; we should also keep up to develop Taiwan's CSI model. This study attempts to develop Taiwan's CSI model based on the constructs of Chinese CSI (CCSI) model, web questionnaire is used to collect 92 subjects' response of emphases upon customer expectation before the service, customer perception after received the service, and satisfaction rating of Taiwan service industry in general, and we applied the Structural Equation Modeling analyze procedure to validate the applicability of CCSI model to Taiwan's service industry. The results show that the CCSI model merely reflect the applicability, but not sufficient to validate the prediction capability and the model fitness. The constructs of suitable Taiwan's CSI model and their influencing factors are further exploring worthy. |
本系統中英文摘要資訊取自各篇刊載內容。