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題 名 | 從旅客觀點探討影響高速鐵路營運績效構念暨其中介與調節效果=Mediating and Moderating Effects on the Operations Performance of High Speed Rail from the Perspective of Passengers |
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作 者 | 周瑞生; 葉竣賓; | 書刊名 | 營建管理季刊 |
卷 期 | 93 2013.03[民102.03] |
頁 次 | 頁1-23 |
分類號 | 557.21 |
關鍵詞 | 服務導向; 高速鐵路; 結構方程模式; 中介與調節效果; 營運績效; Service-oriented; High-speed railway; Structural equation modeling; Mediator and moderator effects; Operations performance; |
語 文 | 中文(Chinese) |
中文摘要 | 面對競爭的社會環境及大眾消費習慣與需求多元化的趨勢,在服務導向(service-oriented)的產業中,服務品質、旅客滿意度、旅客忠誠度及企業形象不僅影響企業永續經營,管理領導能力、員工滿意度與員工忠誠度亦是影響企業營運成長及利潤增加之重要因素。本文透過美國顧客滿意度模式之服務特性與相關文獻,從旅客觀點探討影響高速鐵路營運績效之構念與觀察指標,並量化構念間影響營運績效之因果關係。此外,本研究應用結構方程模式(structural equation modeling)驗證研究假設模型,分別檢測構念及其衡量觀察指標與構念間之影響,並檢驗構念間之中介與調節效果。分析結果發現領導能力與員工認同相對於服務品質、旅客認知及企業形象更能影響企業長期營運績效,並可透過「企業形象」及「旅客認知」扮演中介與調節因子而顯著影響營運績效。實證分析的結果可作為管理決策之依據,期望能強化企業內部人員管理與資源使用效率,藉以改善旅客對高鐵之企業觀感,提升旅客信賴程度與回流率,促進營運績效的成長,達到永續經營之目的。 |
英文摘要 | In a competitive society with diverse consumption needs, not only service quality, customer satisfaction, customer loyalty, and corporate image influence sustainable management in service-oriented industries, but also management and leadership, employee satisfaction, and employee loyalty influence company growth and profit. In this study, we employed the American Customer Satisfaction Index model and findings from related literature to investigate the constructs and observation indices for operations performance regarding the high-speed railway (HSR) from a customer perspective. We also quantified the cause and effect relationship between constructs and operations performance. Furthermore, we used the structural equation modeling to verify the hypothetical model proposed in this study to identify the constructs and measure the effects of indices on the constructs, as well as the mediator and moderator effects between constructs. The analysis results showed that leadership and employee recognition have a greater influence on long-term profitability compared to service quality, customer recognition, and corporate image. Furthermore, the mediator and moderator effects of "corporate image" and "customer recognition" indirectly influence operations performance. The analysis results can be used as a reference for policies and to clarify the use of human and enterprise resources by a company, which can enhance customer perceptions of the HSR. This can improve customer loyalty and returns, and promote operations performance and sustainable management. |
本系統中英文摘要資訊取自各篇刊載內容。