系統整合業服務品質之實證研究-以貿易為實證對象

以作者查詢圖書館館藏

、以作者查詢臺灣博碩士

、以作者查詢全國書目

、勘誤回報

、線上人數：26

、訪客IP：18.223.172.252

姓名

葉天和(Tien-ho Yeh) 查詢紙本館藏

畢業系所

高階主管企管碩士班

論文名稱

系統整合業服務品質之實證研究-以貿易為實證對象

相關論文

★ 台灣TFT-LCD產業之競爭策略分析–以關鍵性零組件產業結構之研究	★ 以價值鏈及SWOT分析來探討台灣聚酯產業之競爭優勢
★ 國際化之經營策略分析－以國際筆記型電腦廠商進入大陸市場為例	★ 企業轉型策略之探討－以ABC公司為例
★ 跨國性企業併購之個案研究	★ 金控公司顧客關係管理的運作流程與運用發展之探討－以Ｃ公司為例
★ 全民健保總額支付制度之探討－以教學醫院為例	★ 台灣幼教業西進大陸經營策略分
★ 建立以顧客價值認知之服務行銷－以C公司為例	★ 台灣地區啤酒銷售與行銷策略之探討 -以三家啤酒公司品牌經營為例
★ 休閒食品於中國大陸地區行銷策略之探討－以P公司爲例	★ 以國外授權品牌進入台灣與中國市場的行銷策略-以製筆業 A公司為例
★ 工業電腦用電源供應器之國際行銷策略之研究－以F公司為例	★ 台灣進口車的競爭優勢策略研究-以個案公司之利基市場為例
★ 台商在大陸的經營策略之研究－以汽車銷售服務業H公司為例	★ 在滬台籍人士就醫機構選擇因素之研究

檔案

[Endnote RIS 格式]

[Bibtex 格式]

[相關文章]

[文章引用]

[完整記錄]

[館藏目錄]

至系統瀏覽論文 ( 永不開放)

摘要(中)

系統整合業自1980年發展初期，由於隨著台灣的經濟發展，加上產業屬於成長期，因此獲利相當風光。但隨著產業進入成熟期，以及網際網路泡沫化，顧客紛紛縮減支出，以至於整個產業的環境也愈形艱困。在如此不利及競爭激烈的環境下，提高服務品質來滿足顧客需求，甚而提升顧客忠誠，便是業者所追求的競爭優勢。
其中服務品質是相當重要的因素，本研究採用Parasuraman, Zeithaml and Berry(1988)所提出衡量服務品質的構面模式，從五大構面展開，包括可靠度服務、熱忱性服務、確信度服務、同理心服務及有形性服務，並以此衡量對顧客滿意及顧客忠誠的影響，以迴歸分析、線性結構分析來探討彼此的關連性。另外亦採用變異數分析、差異分析來探討不同顧客背景對服務品質構面、顧客滿意及顧客忠誠是否有何差異，以提供給業者參考。
研究實證結果發現，服務品質會影響顧客滿意度，而顧客滿意度會影響顧客忠誠度，但並非每個服務品質構面皆會影響顧客滿意度及顧客忠誠度，在本研究中，僅有可靠度服務對顧客滿意度及同理心服務對顧客忠誠度是顯著的，其他構面的影響均不顯著。因此，本研究結論對業者而言，如何提升服務品質的方向，具有相當的參考意義。

摘要(英)

The system integration industry commenced since 1980. During the initial period, it made huge profits because of the growing economic development of Taiwan, and its entrance to growth stage. However, as it went to the maturity stage and due to the Internet Bubble burst, customers have reduced their budgets which make the whole industrial environment more difficult than the past.
In such a disadvantaged and keen-competing environment, enhancing service quality to meet customers’ needs and increasing customer loyalty becomes the most competitive edge which system integration suppliers are seeking for.
Among them, “service quality” is an important factor. The research adopted the “dimensions of service quality” model (Parasuraman, Zeithaml and Berry ,1988) and spread from the five dimensions: Reliability, Responsiveness, Assurance, Empathy and Tangibles to evaluate the influence on customer satisfaction and customer loyalty. The research discussed their correlation by Regression Analysis and LISREL Analysis. In addition, using analysis of variance and t-test to see if different customers’ backgrounds might result in difference service quality, customer satisfaction and customer loyalty provide a reference to the industry.
The research indicates that service quality has an influence on customer satisfaction which also has an influence on customer loyalty. However, not every service quality dimension would affect customer satisfaction and customer loyalty. Just Reliability to customer satisfaction and Empathy to customer loyalty are obviously correlated in system integration industry. The rest dimensions have no correlation. Therefore, the research gives a valued reference to system integration suppliers on service quality improvement.

關鍵字(中)

★ 系統整合業
★ 服務品質
★ 顧客滿意
★ 顧客忠誠

關鍵字(英)

★ Customer Loyalty.
★ Customer Satisfaction
★ Service Quality
★ System integration suppliers

論文目次

第一章緒論 1
第一節研究背景與動機 1
第二節研究目的 4
第三節研究程序 4
第二章文獻探討 6
第一節服務品質 6
第二節顧客滿意 26
第三節顧客忠誠 37
第四節服務品質與顧客滿意和顧客忠誠間之關係 41
第三章研究方法 46
第一節研究架構 46
第二節研究變數與操作型定義 48
第三節研究假說 51
第四節問卷設計 52
第五節資料蒐集方法 53
第六節資料分析方法 54
第四章研究結果與分析 56
第一節回收樣本結構分析 56
第二節敘述性統計分析 60
第三節信度與因素分析 65
第四節服務品質、顧客滿意度與顧客忠誠度關係之探討 71
第五節不同背景之顧客在服務品質、顧客滿意度與顧客忠誠度的差異分析
. 82
第五章結論與建議 91
第一節研究結論 91
第二節研究建議 97
第三節對後續研究者的建議 98
參考文獻 100
附錄A：本研究問卷 111

參考文獻

中文部份
1. 王克捷（1998），TQA全面品質保證手冊：五位品管大師的理論演化，再版，台北：中國生產力中心。
2. 台灣資策會資訊市場情報中心(MIC)，經濟部ITIS計畫，2006年11月。
3. 石川馨原著，鍾朝嵩譯，1982，日本式品質管制，中壢，先鋒。
4. 杉本辰夫著，1986，盧淵源譯，事務、營業、服務的品質管制，中興管理顧問公司。
5. S. Balachandran原著，李茂興、蔡佩貞譯，2001，服務管理，弘智出版。
6. 周泰華、黃俊英、郭德賓，1999，服務品質與顧客滿意評量模式之比較研究，輔仁管理評論，第六卷第一期，頁40-45。
7. 林建煌，2002，消費者行為，台北：智勝文化事業有限公司，初版。
8. 翁崇雄，1996，顧客對銀行期望服務品質水準之研究，企銀季刊，第19卷，第3期。
9. 翁崇雄，1998，期望服務與服務績效影響服務品質評量之研究，台大管理叢論，第9卷，第1期，頁153-176。
10. 孫志敏，2007，電業服務品質與顧客滿意度之探討－以台電公司科學園區用戶為例，國立中山大學企業管理學系碩士班碩士論文。
11. 陳明邦，1995，服務品質的管理，品質管制月刊。
12. 陳智德，2002，管理顧問業服務品質、顧客滿意度與顧客忠誠度研究，國立成功大學管理學院高階管理碩士在職專班碩士論文。
13. 陳耀茂，1997，服務品質管理手冊。台北：遠流出版事業股份有限公司。
14. 郭德賓，1999，服務業顧客滿意評量模式之研究，國立中山大學企業管理研究所未出版之博士論文。
15. 郭德賓，2000，服務業顧客滿意評量方法之重新檢驗，臺大管理論叢，卷11，103-132。
16. 葉晶雯，1997，顧客知覺品質、滿意度與行為傾向關係之分析－以航空客運服務業為實證，東吳大學商學院企業管理學系碩士班論文。
17. 張晉宗，2007，感受價值、信賴、顧客滿意與顧客忠誠之實證研究－以台灣中部地區系統整合市場為例，朝陽科技大學工業工程與管理系碩士論文。
18. 蔡坤泰，2006，休閒農場知覺服務品質、遊客滿意度與行為意向關係之研究－以屏東熱帶農業博覽會為例，國立中山大學企業管理學系碩士論文。
19. 蔡孟佳，2006，「未來的競爭利器—貿易電子化時代來臨」，貿易雜誌，第177期。
20. 衛南陽，2001，服務競爭優勢-探討永續經營的奧秘，商兆文化股份有限公司。
21. 蘇雲華，1996，「服務品質衡量方法之比較研究」，國立中山大學企業管理研究所博士論文。
英文部份
1. Anderson, E. W., Fornell, C., and Lehmann, D. R. (1994), "Customer Satisfaction, Market Share, and Profitability: Findings from Sweden," Journal of Marketing, 58 (July), 53-66.
2. Anderson, R. E. (1973), “Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance,” Journal of Marketing Research, Vol. 5, p38-44.
3. Anderson and Sullivan(1993),“The Antecedents and Consequences of Customer
Satisfaction for Firms”, Marketing Science, Vol.12, No.2, Spring 1993, p.125-143.
4. Bagozzi RP. (1977) Structure equation models in experimental research. J Market Res 14:209-26.
5. Bhote, K. R. (1996), Beyond Customer Satisfaction to Customer Loyalty: The Key to Greater Profitability. New York: American Management Association.
6. Bitner, M.J., & Hubbert, A. R.(1994). Encounter satisfaction versus satisfaction versus quality. In R.T. Rust, & R. L. Oliver(Eds.),Service quality: New directions in theoryand practice, London: Sage.
7. Bolton, R. N. and Drew, J. H.(1991), “A Multistage Model of Customers’ Assessments of Service Quality and Value,” Journal of Consumer Research, 17(4), pp.375-384.
8. Bowen, J. T. & S. Shoemarker (1998), "Loyalty: A Strategic Commitment," Cornell Hotel and Restaurant Administration Quarterly, pp.12-25.
9. Brown, T. J., G. A. Churchill and Peter, J.P.(1993), "Improving the measurement of service quality," Journal of Retailing, Vol. 69, No.1, 127-39.
10. Cardozo, Richard N. (1965), “An Experimental Study of customer Effort,
Expectation, and satisfaction,” Journal of Marketing Research, Vol.24,
pp.244-249.
11. Zimmerman, C. D., (1985), “Quality: Key to service productivity”, Quality Progress, June, pp32-35.
12. Carlsmith, J. Merrill and Elliot Aronson. (1963) "Some Hedonic Consequences of the Confirmation and Disconfirmation of Expectancies," Journal of Abnormal and Social Psychology, 66(February),151-156.
13. Churchill, G. A. and C. Suprenant (1982), “An Investigation into The Determinants of Customer Satisfaction,”, Journal of Marketing Research, Vol. 19, pp491-504.
14. Cronbach, L.J. (1951), Coecient alpha and the internal structure of tests,
Psychometrika, 16, pp.197-334.
15. Cronin, J. J. and S. A. Taylor(1992), “Measuring Service Quality: A Reexamination and Extension,” Journal of Marketing, 56(3), pp. 55-68.
16. Crosby Philip B. (1979), Quality is Free：The Art of Making Quality Creation,
NY：American Library.
17. Czepiel, P., & Rosenberg, J. E. (1976). Product performance and consumer satisfaction: A new concept. Journal of Marketing, 40(23), 26-34.
18. Day, R. L. (1980). Research perspectives on consumer complaining behavior. In Theoretical Developments in Marketing, Carles Bamb and Patrick Dunne, Chicago: American Marketing Association, 211-215.
19. Day, R. L.(1984), Modeling Choices among Alternative Responses to Dissatisfaction. Association for Consumer Research. 496-499.
20. Deming . W.E. (1986).”Out of the Crisis”, Cambridge Massachusetts：Cambridge University Press.
21. Dick A.S. and K. Basu(1994), “Customer Loyalty: Toward an Integrated Conceptual Framework” , Journal of the Academy of Marketing Science, 22(2) , pp.99-113.
22. Etzel, Michael. J., Bruce. J. Walker and William. J. Stanton(2001). Marketing
Management, 12th Edition, McGraw-Hill, Irwin.
23. Fay, Christopher J.(1994), “Royalities from loyalties,” Journal of Business Strategy, vol.15, 47-51.
24. Festinger, L. (1957), A Theory of Cognitive Dissonance, Stanford: Stanford University Press.
25. Fisk, R. P., & Coney, K. A. (1982). Postchoice evaluation: An equity theory analysis of consumer satisfaction / dissatisfaction with service choices. In H. K. Hunt & R. L. Day (Eds.), Conceptual and empirical contributions to consumer satisfaction and com-plaining behavior, (pp. 9-16). Bloomington, Indiana: Indiana University School of Business.
26. Fornell, C. (1992),“A National Customer Satisfaction Barometer: The Swedish Experience,” Journal of Marketing, 55 (January), pp. 1-21.
27. Reichheld, Frederick F. & Phil Schefter (2000), “E-Loyalty: Your Secret Weapon on the Web,” Harvard Business Review, (Jul.-Aug.), pp. 105-113.
28. Garvin, David A.(1984), “What does Product Quality Really Mean ?,” Sloan
Management Review, Vol.26, pp25-43.
29. Griffin J.(1995),”Customer Loyalty:How to Earn It,How to Keep It,Siom & Schuster Inc.”
30. Gronholdt, L., A. Martensen and K. Kristensen (2000). "The Relationship between Customer Satisfaction and Loyalty: Cross-Industry Differences." Total Quality Management 11(4/5&6): 509-514.
31. Gronroos(1982), “An Applied Service Marketing Theory”, European Journal of Marketing, 16(7), 30-41。
32. Gronroos(1984), “A service quality model and it’s marketing implication”, European Journal of Marketing, Vol. 18, No. 4, pp.36-44.
33. Gronholdt, L., Martensen, A., & Kristensen, K.(2000),“Customer satisfaction measurement at post demark: Results of application of the European customer satisfaction index methodology.” Total Quality Management, Vol. 11(7), p.1008.
34. Guieford, J. P.(1965), Fundamental Statistics in Psychology and Education,4thed., New York: McGram-Hill.
35. Hempel, D. J.(1977), consumer Satisfaction with The Home Buying Process：Conceptualization and Measurement, in Kieth, H.K.(ed.), The Conceptualization of Consumer Satisfaction and Dissatisfaction, Cambridge, Mass：Marketing Science Institute.
36. Heskett, James L. Thomas O. Jones, Gary W. Lovemen, W. Earl Sasser & Leonard A. A Schlesinger(1994) “Putting the Service-Profit Chain to Work”. Harvard Bussiness Review, pp. 164-174.
37. Hirschman, E. C. and Holbrook, M. B. (1982), “Hedonic Consumption: Emerging Concepts, Methods and Propositions,” Journal of Marketing, 46(3), 92-101.
38. Holbrook, M. B. and E.C. Hirschman (1982), “The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun,” Journal of Consumer Research, 9(September), 132-140
39. Hovland, C.I., Harvey, O.J. & Sherif M.,(1957). Assimilation and Contrast Effects in Reactions to Communication and Attitude Change, Journal of Abnormal and Social Psychology, Vol.55, pp.244-252.
40. Howard, J.A. & J.N.Sheth(1969), The Theory of Buying Behavior,N.Y.；John Wiley & Son, p.30.
41. Hunt, H. K.(1977).”CS/D-overview and future directions”. In Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, H. Keith Hunt (Ed.). MA:Marketing Science Institute, pp.7-23.
42. Huppertz, J. W., Arenson, S. J., and Evans, R. H. (1978), “An Application of Equity Theory to Buyer–Seller Exchange Situations,” Journal of Marketing Research, Vol. 15 (May), 250-260.
43. Jones, T.O. and W.E. Sasser (1995), “Why Satisfied Customer Defect”, Harvard Business Review, (Nov/Dec), 88-99.
44. Jöreskog KG, Sörbom D.(1993) LISREL 8: Structure equation modeling with the SIMPLIS command language. Chicago, IL: SSI. 330 p.
45. Juran,J. M.(1974).Quality Control Handbook. 3rd ed. New York Mcgraw-Hill
Juran.
46. Juran, J.M.(1986). “Universal Approach to Managing for Quality”,Quality Progress. 19-24.
47. Kotler, P.(1991). Market Management Analysis, Planning, Implementation and Control 7th ed, Prentice-Hall.
48. Kotler (1996), Marketing Management：An Asian Perspective, Prentice- Hall, pp.128-135.
49. Lehtinen, Uolevi, and J.R. Lehtinen(1982), “ Service Quality: A Study of Quality Dimensions”, Unpublished working paper, Service management institute, Helsinki, Finland.
50. Lehtinen, J.(1983), Customer-oriented Service Firm, Espoo, Finland: WeilinGoos.
51. Lewis, R. C. and B. H. Booms(1983), The marketing aspects of service quality, in
emerging perspectives on services marketing, in L. Berry, G. Shostack, and G. Upah, eds., Emerging Perspectives on Service Marketing, Chicago: American Marketing, pp. 99-107.
52. Liljander & Strandvik (1995). “The nature of customer relationships inservices,” Advances in Services Marketing and Management, Vol.4, Winter, pp.141-167.
53. Lovelock, C., Wright, L. (2002),”Principles of Service Marketing and Management”, 7th ed, Prentice-Hall Inc.
54. Marr, J. W.(1986), Letting the customer be the judge of equality. Quality Progress, pp.46-49.
55. Mitra, A. (1993), Fundamentals of Quality Control and Improvement, Prentice-Hall, New Jersey.
56. K. Nichols. et al.(1998), “Definition of the Differentiated Services Field (DS Field) in the IPv4 and IPv6 Headers”. RFC 2474.
57. Nunnall, J. C. (1978), Psychometric theory(2nd ed), McGraw-Hill, New York.
58. Oliva, Oliver and MacMillan(1992), “A Catastrophe Model For Developing Service Satisfaction Strategies”, Journal of Marketing, Vol.56, July, pp.83-95.
59. Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(Nov.), 460-469.
60. Oliver, R.L. (1981), “Measurement and evaluation of satisfaction processes in retail settings,” Journal of Retailing, Vol.57(3).
61. Oliver, R. L. (1993), "Cognitive, Affective, and Attribute Bases of the Satisfaction Response," Journal of Consumer Research, 9 (1), pp.5-14.
62. Oliver, Richard L., R.T. Rust & S. Varki(1997), Customer Delight: Foundation, Findings and Managerial Insight, Journal of Retailing, 73, pp.311-336.
63. Oliver, R. L. and W. S. Desarbo(1988), “Resonse Determinants in Satisfaction Judgement,’’ Journal of Customer Research, Vol.14, March, pp.495-507.
64. Olshavsky, Richard W. and John A. Miller(1972), "Consumer Expectation, Product Performance and Perceived Product Quality," Journal of Marketing Research, 9(February), 19-21.
65. Ostrom and Iacobucci (1995), “Consumer Trade-Offs and the Evaluation of Service. Ostrom, Amy, Iacobucci, Dawn,” Journal of Marketing, Vol. 1, p17-29.
66. Parasurman, Zeithaml and Berry(1985), “A conceptual model of service quality and its implications for future research,” Journal of Marketing, Vol. 49, Fall.
67. Parasurman, Zeithaml and Berry(1988), “SERVQUAL:A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality.” Journal of Retailing, Vol. 64, pp. 12-40.
68. Parasurman, Zeithaml and Berry(1991), “Refinement and Reassessment of the SERVQUAL Scale”, Journal of Retailing, Vol. 67, pp. 446-449.
69. Peltier, J. W., & Westfall, J. E.,(2000) “Dissecting the HMO-benefits managers relationship: What to measure and Why”.Marketing Health Service, Vol. 20(2), pp4-13.
70. Richins, M. L. (1983). Negative word-of –mouth by dissatisﬁed consumers: a pilot study. Journal of Marketing, 57(Winter), 68-78.
71. Ruyter et al.(1997), “Merging Service Quality and Service Satisfaction an Empirical Test of an Integrative Model”,Journal Economic Psychology, Vol. 18, pp.393.
72. Sasser, W.E., Olsen, R.P. & Wyckoff, D.D.(1978), Management of Service Operations: Text, Cases and Readings, Boston:Allyn & Bacon.
73. Selnes, F. (1993), "An Examination of The Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty," Journal of European Marketing, 27 (9), 19-35.
74. Singh, J.(1991), Understanding the Structure on Consumer Satisfaction Evaluations of Service Delivery, Journal of the Academy of Marketing Science, Vol. 19, pp.223-244.
75. Smith, B.(1998), Buyer-seller relationships: similarity, relationship management, and quality. Psychology & Marketing,15(January), 3-21.
76. Stewart, H., C. Hope and A. Muhlemann (1998), “Professional service quality,” Journal of Retailing and Consumer services, 5(4), pp. 209-222.
77. Stum, D. L. and A. Thiry (1991), “Building Customer Loyalty”, Training and
Development Journal, April, pp.34-36.
78. Swan, J. E., & Mercer, A. A. (1982). Consumer satisfaction as a func-tion of equity and disconfirmation. In H. Keith Hunt & R. L. Day (Eds.), Conceptual empirical contributions to consumer satisfaction and complaining behavior, (pp. 2-8). Bloomington, Indiana: Indiana University School of Business.
79. Taylor, S. A., & Cronin, J. J., Jr. (1994). Modeling patient satisfaction and service quality. Journal of Health Care Marketing, 14(1): 34-44.
80. Tse, David K. and Peter C. Wilton (1988), “Models of Consumer Satisfaction Formation: An Extension,” Journal of Marketing Research, 25 (May), 204-212.
81. Weiner, B.(1985), “Spontaneous Causal Thinking,” Psychological Bulletin, Vol. 99, pp. 186-200.
82. Weiner Bernard, Dan Russell and David Lerman(1985), "Affective Consequenceness of Causal Ascriptions", in New Directions in Attribution Research, 2, eds., John H. Harvey, William Ickes, and Robert F. Kidd, Hillsdale, NJ: Lawrence Erlbaum, pp.59-90.
83. Westbrook, Robert A.(1981), "Sources of Consumer Satisfaction with Retail Outlets," Journal of Retailing, 57(Fall), 67-85.
84. Wiley, J.W.(1991), Customer Satisfaction and Employee Opinions: A Supportive Work Environment and Its Financial Cost, Human Resource Planning, Vol. 14, No. 2, pp.117-127.
85. Woodruff,(1983), Modeling consumer satisfaction process using experience-based norms, Journal of Marketing Research, 20,258-270.
86. Woodside, A. G. F. and R. T. Daly (1989), “Linking Service Quality, Customer Satisfaction, and Behavioral Intention”, Journal of Care Marketing, Dec., pp.5-7.
87. Wortzel L.(1979),”New Life-Style Determinants of Women’s Food Shopping Behavior”, Journal of Marketing, Vol. 43, pp.28-29.
88. Yi, Youhae (1993), “The Determinants of Consumer Satisfaction: The Moderating Role of Ambiguity,” in Advances in Consumer Research, Vol.20, L. McAlister and M. Rothschild, eds. Provo, UT: Association of Consumer Research, 502-506.
89. Zenthaml, Valarie A. and Mary Jo Bitner(1996), “Service Marketing, McGraw-Hill”, p.123.
90. Zeithaml, V. A., and M. J. Bitner(2002), Services Marketing: Integrating Customer Focus Across the Firm, 2nd ed., NY: McGraw-Hill Companies, Inc.

指導教授

李小梅

審核日期

2009-5-21

推文