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題名 | 拍賣網站服務品質與網站信任對顧客忠誠度之影響--以彰化縣高中生為例=Web Auction Site Service Quality and the Impact of Trust on Customer Loyalty |
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作者 | 張甘青; 張翠屏; |
期刊 | 中州管理與人文科學叢刊 |
出版日期 | 20140900 |
卷期 | 2:2 2014.09[民103.09] |
頁次 | 頁37-53 |
分類號 | 494.8 |
語文 | chi |
關鍵詞 | 網站服務品質; 顧客滿意度; 顧客忠誠度; Website service quality; Customer satisfaction; Customer loyalty; |
中文摘要 | 旨在探討彰化縣高中生對拍賣網站服務品質和網站信任是否影響顧客忠誠度及其關鍵因素。以Zeithaml andBitner (2003) 之模型並納入Parasuraman et al. (2005) 的E-S-QUAL構面做為理論基礎,採問卷調查法,用SPSS分析及探討之。結果顯示:網站服務品質及商品種類與數量有顯著影響顧客滿意度,顧客滿意度也會顯著影響顧客忠誠度,網站服務品質、顧客滿意度及個人信任有顯著影響網站信任,網站信任也顯著影響顧客忠誠度。與Yang et al.(2005)之觀點是彼此印證的。 |
英文摘要 | Changhua County high school students to explore the service quality of the auction sites and site impact customer loyalty and trust are key factors. To Zeithaml andBitner (2003) and included in the model of Parasuraman et al. (2005) of the ES-QUAL dimensions as a theoretical basis, to adopt a questionnaire survey, analysis and study of using SPSS. The results showed that: site service quality and quantity of goods types and have significant impacts on customer satisfaction, customer satisfaction will significantly impact customer loyalty, website service quality, customer satisfaction and personal trust has a significant impact on Web site trust, the trust has a significant impact on site customer loyalty. And Yang et al. (2005) corroborate each other's point of view. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。