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頁籤選單縮合
題名 | 科技導入與服務品質對顧客滿意度及顧客忠誠度之影響--以行動購物APP為例=The Effects of Technology Adoption and Service Quality on Customer Satisfaction and Customer Loyalty--A Study of Mobile Shopping APP |
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作者 | 曾娟娟; 洪偉能; Tseng, Chuan-chuan; Hung, Wei-neng; |
期刊 | 全球商業經營管理學報 |
出版日期 | 20190900 |
卷期 | 11 2019.09[民108.09] |
頁次 | 頁109-120 |
分類號 | 496.34 |
語文 | chi |
關鍵詞 | 科技導入; 服務品質; 顧客抱怨; 服務補救; 顧客滿意度; 顧客忠誠度; Technology adoption; Service quality; Customer complaints; Service recovery; Customer satisfaction; Customer loyalty; |
中文摘要 | 由於行動購物排除地理及時間上的限制,行動購物業者能與各地的消費者交易活動。本研究針對行動購物APP使用者為研究對象,以探討科技導入與服務品質、顧客滿意度、顧客忠誠度之關聯性;顧客抱怨與服務補救如何干擾科技導入與服務品質之間的關係。本研究樣本採用實體問卷與網路問卷,針對使用行動購物APP顧客為主要研究對象進行問卷發放,回收有效問卷為215份,有效問卷回收率為90%。研究結果發現:(1)科技導入對服務品質有正向相關;(2)服務補救正向強化干擾科技導入對於服務品質的關係;(3)服務品質對顧客滿意度有正向相關;(4)服務品質對顧客忠誠度有正向相關;(5)顧客滿意度對於顧客忠誠度有正向相關。本研究結果將可提供未來相關研究及業者實務應用的參考。 |
英文摘要 | Because mobile shopping excluding the restrictions on geography and time, mobile shopping practitioners can trade activity with consumers everywhere. This study aims at users of mobile shopping apps as research objects and explores the relationships among technology adoption and service quality, customer satisfaction, customer loyalty; how customer complaints and service recovery interfere the relationship between technology adoption and service quality. In this study, physical questionnaire and online questionnaire were used as the samples, and questionnaires were distributed to the customers using the mobile shopping APP as the main research object. 215 valid questionnaires were collected, with the effective recovery rate of 90%. The results show that: (1) technology adoption has a positive correlation with service quality; (2) service recovery positively strengthens the relationship between technology adoption and service quality; (3) service quality has a positive correlation with customer satisfaction; (4) service quality has a positive correlation with customer loyalty; (5) customer satisfaction has a positive correlation with customer loyalty. The results of this study will provide references for future research and practical application. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。