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頁籤選單縮合
題 名 | 大學商圈便利商店服務品質優先序之研究--以統一超商為例=The Priorities of Service Quality for Convenience Stores in University Business Districts--A Case Study of 7-ELEVEN |
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作 者 | 陳正哲; 連國榮; 吳菀婷; 毛彥森; | 書刊名 | 遠東學報 |
卷 期 | 32:1 2015.04[民104.04] |
頁 次 | 頁1-9 |
分類號 | 496.7 |
關鍵詞 | 大學商圈; 服務品質; 便利商店; 模糊分析網路程序法; University business district; Service quality; Convenience stores; Fuzzy analytical network process; |
語 文 | 中文(Chinese) |
中文摘要 | 零售業要增加利潤,商品是最直接的考慮因素,即商品是零售業的銷售主體。然而,臺灣四大便利商店雖然已蓬勃發展,但是在商品提供上並無顯著的差異化。因此,為提升產品的附加價值以及營運績效,便利商店在提升服務品質上實刻不容緩。由於大學商圈便利商店到處成立,在商品無顯著差異下,服務更顯得特別重要,因此,本研究目的是以便利商店店經理的角度,探討大學商圈便利商店服務品質之優先序,藉以提升服務品質水準,進而增加消費者之滿意度及再購意願。本研究以模糊分析網路排序法進行資料分析,研究結果發現,大學商圈便利商店服務品質最重視顧客服務,其次是商品管理與賣場管理。本結果將提供給便利商店在服務品質決策上之參考。 |
英文摘要 | In retailing industry, merchandise is one of the most important factors to increase profit. That is, merchandise is the sales subject in retailing industry. In Taiwan, there is no significant difference in merchandise provided, although conveniences stores have been prosperous developed. It is thus urgent to promote service quality in order to increase products’ value-added and operational performance. Nowadays, convenience stores in university business districts are prevailing, service is particularly important since there are no significant differences in merchandise provided. In order to promote service quality level and to increase customers’ satisfaction and repurchase intention, this study is to apply fuzzy analytic network process to investigate the priorities of service quality for convenience stores in university business districts based on the perspective of convenience store managers. The results show that the priorities of criteria are customer service, followed by merchandise management and store management. The priorities of sub-criteria are friendly attitude, cashier correction, the fullness of product types, clean goods, easily pickup, goods packaging, quick checkout, active service, seats, bright environment, clean environment, and spacious walkways. The findings can be guidance for determining service-quality strategies. |
本系統中英文摘要資訊取自各篇刊載內容。