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題 名 | 連鎖便利商店服務品質、服務滿意度與加盟意向之關連性研究=The Relationship between Service Quality, Service Satisfaction and Franchised Commitment of Convenient Chain Store |
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作 者 | 陳正男; 曾倫崇; 張婷玥; | 書刊名 | 中華管理評論 |
卷 期 | 5:1 2002.01[民91.01] |
頁 次 | 頁114-129 |
分類號 | 498.93 |
關鍵詞 | 服務品質; 服務滿意度; 行為性承諾; 情感性承諾; 持續性承諾; Service quality; Service satisfaction; Behavior commitment; Affective commitment; Continuous commitment; |
語 文 | 中文(Chinese) |
中文摘要 | 加盟總部與加盟店的關像密切,雙方關像是否能良性發展,乃是加盟體系共存共榮的攸關因素,因此,本研究針對連鎖加盟體系中,加盟店對加盟總部服務品質、服務滿意度與加盟意向進行探討與研究。本研究以研究連鎖加盟便利商店為範園,對台南市與台北縣市7-11與全家便利商店之加盟店抽取117家進行問卷調查。並以LISREL模式分析。研究結果發現:加盟店對總部的服務品質與服務滿意度有因果性 (服務品質為因,服務滿意度為果) 服務滿意度對行為性承諾、情成性承諾與持續性承諾皆有正向關連性。 |
英文摘要 | The relationship between franchiser and franchisee is tightlyconnected, and thebeneficial development of the relationship is important for the franchise system. Therefore, it has been important to maintain the franchise relation with commitment and satisfaction mutually. This research additionally discusses the continuing franchise intention based on satisfaction. The study population is composed of franchise stores of Taiwan Chain StoresAssociation, and the research adopts a questionnaire to study the convenience franchise store system . The data analysis method includes factor analysis, analysis of variance, LISREL Analysis etc. The research discovered it is positive relation among service satisfaction with Behavior Commitment, Affective Commitment, Continuous Commitment. |
本系統中英文摘要資訊取自各篇刊載內容。