LINE Pay 品質、知覺價值、便利性及忠誠度: 探討滿意度與轉換成本之影響

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：49

、訪客IP：18.117.102.227

姓名

劉乃瑄(Nai-Husan Liu) 查詢紙本館藏

畢業系所

企業管理學系

論文名稱

LINE Pay 品質、知覺價值、便利性及忠誠度: 探討滿意度與轉換成本之影響
(LINE Pay quality, perceived value, convenience, and loyalty: Affected by satisfaction and switching costs)

相關論文

★ 創造力與創業精神-探索創業動機與創業環境之調節	★ 工作壓力源、人格特質與工作滿意度之關係—以在職進修者為例
★ Shopping Motivation on Purchase intention: Can Loyalty Program and Corporate Image Enhance Such Relationship?	★ 企業社會責任對求職者應徵意圖之影響：以組織人才吸引力與企業聲望為中介
★ 人力資源彈性策略和組織創新相關性之研究：論適應型文化調節適應能力及知識整合之中介效果	★ 個人靈性與人生滿意度-探討人格特質之中介
★ 購買動機與便利商店集點行為之研究	★ 五大與九型人格對工作績效、組織公民行為及工作滿意度的影響
★ 體育賽事觀賽體驗與球隊吉祥物品牌個性對職業球隊品牌權益之關聯－以MLB為例	★ 學習成效、組織承諾對留職意願之影響：
★ 消費者特徵與購物意願：探討網站與商品特性之中介	★ 資訊來源之信任與品質對於購買傾向之影響
★ 享樂購物動機與衝動購買：探討購後後悔之影響與因應行為	★ 產品包裝設計與化妝品之購買意圖：探討生活型態與消費者認知之中介
★ 信任與價值觀一致性對轉型領導與適應性績效關係之中介	★ 品牌信任受價值知覺與服務品質之影響：以旅館顧客滿意度為中介

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 (2028-6-20以後開放)

摘要(中)

由於國內關於行動支付的研究偏重使用前意圖的階段，而非使用後之再度與增加使用，故本研究以目前或曾經使用LINE Pay的消費者作為研究對象，探討使用行動支付過程，影響其忠誠度的因素：行動支付品質、知覺計畫價值及接近便利性三者，作為前置因素，並探討其對滿意度與轉換成本是否有所影響，以及兩者對忠誠度之中介。透過網路發放回收541份有效問卷，利用AMOS進行結構方程式分析。結果發現：(1)行動支付品質與知覺計畫價值與忠誠度有顯著正向關係。(2)接近便利性與轉換成本有顯著正向關係。(3)轉換成本與顧客忠誠度有顯著正向關係。由於台灣行動支付市場競爭激烈，就行動支付品質而言，業者如能提供良好的操作介面、正確的交易資訊及專業的服務，可提昇忠誠度。就知覺計畫價值而言，行動支付如能提昇功能性、經濟性及心理性價值，亦可提昇忠誠度。

摘要(英)

As prior research on mobile payment in Taiwan focused on the stage before using the service, rather than the re-use and extensive use of the service, the present research explores factors influencing current or past users loyalty of LINE Pay. Mobile payment quality, perceived program value, and access convenience were proposed as independent variables to predict customer loyalty, with customer satisfaction and switching costs as possible mediator. Using the Internet to collect data, 541 valid questionnaires were retained, and SEM analysis was performed using AMOS. Results suggest: (1) Mobile payment quality and perceived program value were positively related to loyalty, (2) Access convenience was positively related to switching cost, and (3) Switching cost was positively related to loyalty.

關鍵字(中)

★ 顧客忠誠
★ 行動支付品質
★ 知覺計畫價值
★ 接近便利性
★ 轉換成本
★ 顧客滿意

關鍵字(英)

★ mobile payment quality
★ perceived program value
★ access convenience
★ satisfaction
★ switching costs
★ loyalty

論文目次

摘要 I
ABSTRACT II
誌謝 III
目錄 IV
圖目錄 VIII
表目錄 IX
第一章緒論 1
1-1 研究背景與動機 1
1-2 研究目的 3
1-3 研究流程 3
第二章文獻探討 5
2-1 行動支付(MOBILE PAYMENT) 5
2-2 顧客忠誠度(LOYALTY) 6
2-2-1 顧客忠誠度的定義 6
2-2-2 顧客忠誠度的構面 6
2-3 行動支付品質 7
2-3-1 資訊系統成功模型 (Information systems Success Model) 7
2-3-2 行動支付品質構面 8
2-3-3 行動支付品質與忠誠度的關係 8
2-4 知覺計畫價值 (PERCEIVED PROGRAM VALUE) 9
2-4-1 知覺計畫價值的定義 9
2-4-2 知覺計畫價值的類型 9
2-4-3 知覺計畫價值與忠誠度的關係 11
2-5 服務便利性 (SERVICE CONVENIENCE) 11
2-5-1 服務便利性的定義 11
2-5-2 服務便利性的類型 12
2-5-3 接近便利性與顧客忠誠度的關係 13
2-6 顧客滿意度(CUSTOMER SATISFACTION) 13
2-6-1 顧客滿意度的定義 13
2-6-2 顧客滿意度的類型 14
2-6-3 行動支付品質與顧客滿意度的關係 14
2-6-4 知覺計畫價值與顧客滿意度的關係 14
2-6-5 服務便利性與顧客滿意度的關係 15
2-6-6 顧客滿意度與顧客忠誠度的關係 16
2-7 轉換成本(SWITCHING COST) 16
2-7-1 轉換成本的定義 16
2-7-2 轉換成本的類型 17
2-7-3 行動支付品質與轉換成本的關係 17
2-7-4 知覺計畫價值與轉換成本的關係 18
2-7-5 接近便利性與轉換成本的關係 18
2-7-6 轉換成本與忠誠度的關係 18
第三章研究方法 20
3-1 研究架構 20
3-2 研究樣本 20
3-3 研究變項之衡量 21
3-4 研究步驟 24
第四章研究結果 27
4-1 樣本描述性統計 27
4-2 量表描述性統計 28
4-3 信度分析 28
4-4 效度分析 29
4-4-1 收斂效度 29
4-4-2 區別效度 30
4-5 結構方程模型(STRUCTURAL EQUATION MODELING, SEM)分析 32
4-5-1 適配度指標評估 32
4-5-2 總體結構模型評估 32
第五章討論與建議 34
5-1 研究結論 34
5-2 研究貢獻及管理意涵 35
5-2-1 研究貢獻 35
5-2-2 管理意涵 36
5-3 研究限制與未來研究建議 37
參考文獻 39
附錄：研究問卷 49

參考文獻

參考文獻
一、中文部份
陳建文與洪嘉蓉(2005)。服務品質，顧客滿意度與忠誠度關係之研究-以ISP為例。電子商務研究, 3(2), 153-172.

二、英文部分
Aagja, J. P., Mammen, T., & Saraswat, A. (2011). Validating service convenience scale and profiling customers: A study in the Indian retail context. Vikalpa, 36(4), 25-50.

Andaleeb, S. S., & Basu, A. K. (1994). Technical complexity and consumer knowledge as moderators of service quality evaluation in the automobile service industry. Journal of Retailing, 70(4), 367-381.

Au, N., Ngai, E. W., & Cheng, T. E. (2008). Extending the understanding of end user information systems satisfaction formation: An equitable needs fulfillment model approach. MIS quarterly, 32(1), 43-66.

Aurier, P., & Guintcheva, G. (2014). Using affect-expectations theory to explain the direction of the impacts of experiential emotions on satisfaction. Psychology & Marketing, 31(10), 900-913.

Aydin, S., & Özer, G. (2005) The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market. European Journal of Marketing, 39(7/8), 910-925.

Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74-94.

Bendapudi, N., & Berry, L. L. (1997). Customers′ motivations for maintaining relationships with service providers. Journal of Retailing, 73(1), 15-37.

Berry, L. L., Seiders, K., & Grewal, D. (2002). Understanding service convenience. Journal of Marketing, 66(3), 1-17.

Bivens, G. E., & Volker, C. B. (1986). A value-added approach to household production: The special case of meal preparation. Journal of Consumer Research, 13(2), 272-279.

Bloemer, J., De Ruyter, K., & Peeters, P. (1998). Investigating drivers of bank loyalty: The complex relationship between image, service quality and satisfaction. International Journal of Bank Marketing, 16(7), 276-286.

Boulding, W., Kalra, A., Staelin, R., and Zeithaml V. A. (1993). A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions. Journal of Marketing Research, 30(1), 7-27.

Bowen, J. T., & Chen, S.-L. (2001). The relationship between customer loyalty and customer satisfaction. International Journal of Contemporary Hospitality Management, 13(5), 213-217.

Brashear-Alejandro, T., Kang, J., & Groza, M. D. (2016). Leveraging loyalty programs to build customer–company identification. Journal of Business Research, 69(3), 1190-1198.

Burnham, T. A., Frels, J. K., & Mahajan, V. (2003). Consumer switching costs: A typology, antecedents, and consequences. Journal of the Academy of Marketing Science, 31(2), 109-126.

Chandra, S., Srivastava, S. C., & Theng, Y.-L. (2010). Evaluating the role of trust in consumer adoption of mobile payment systems: An empirical analysis. CAIS, 27(1), 561–588.

Chang, K.C., Chen, M.C., Hsu, C.L., & Kuo, N.T. (2010). The effect of service convenience on post-purchasing behaviours. Industrial Management & Data Systems 110 (9), 1420–1443.

Chiou, J. S., & Droge, C. (2006). Service quality, trust, specific asset investment, and expertise: Direct and indirect effects in a satisfaction-loyalty framework. Journal of the Academy of Marketing Science, 34(4), 613-627.

Chou, S.W., & Hsu, C.S. (2016) Understanding online repurchase intention: Social exchange theory and shopping habit. Information Systems and E-Business Management. 14(1),19-45.

Colwell, S. R., Aung, M., Kanetkar, V., & Holden, A. L. (2008). Toward a measure of service convenience: Multiple-item scale development and empirical test. Journal of Services Marketing, 22(2), 160-169.

Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. The Journal of Marketing, 56(3), 55-68.

Cyr, D. (2008). Modeling web site design across cultures: Relationships to trust, satisfaction, and e-loyalty. Journal of Management Information Systems, 24(4), 47-72.

Dahlberg, T., Mallat, N., Ondrus, J., & Zmijewska, A. (2008). Past, present and future of mobile payments research: A literature review. Electronic Commerce Research and Applications, 7(2), 165-181.

Davis, M. M., & Vollmann, T. E. (1990). A framework for relating waiting time and customer satisfaction in a service operation. Journal of Services Marketing, 4(1), 61-69.

De Ruyter, K., Wetzels, M., & Bloemer, J. (1998). On the relationship between perceived service quality, service loyalty and switching costs. International Journal of Service Industry Management, 9(5), 436-453.

DeLone, W. H., & McLean, E. R. (1992). Information systems success: The quest for the dependent variable. Information Systems Research, 3(1), 60-95.

Delone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems, 19(4), 9-30.

Deng, Z., Lu, Y., Wei, K. K., & Zhang, J. (2010). Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China. International Journal of Information Management, 30(4), 289-300.

Dick, A. S., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99-113.

Donio′, J., Massari, P., & Passiante, G. (2006). Customer satisfaction and loyalty in a digital environment: An empirical test. Journal of Consumer Marketing, 23(7), 445-457.

Donner, J. (2009). Mobile-based livelihood services in Africa: pilots and early deployments. Communication technologies in Latin America and Africa: A multidisciplinary perspective, 37-58.

Dowling, G. R., & Uncles, M. (1997). Do customer loyalty programs really work? Sloan Management Review, 38(4), 71-82.

Eggert, A., & Ulaga, W. (2002). Customer perceived value: A substitute for satisfaction in business markets? Journal of Business & Industrial Marketing, 17(2/3), 107-118.

Evanschitzky, H., Ramaseshan, B., Woisetschläger, D.M., Richelsen, V., Blut, M., & Backhaus, C. (2012). Consequences of customer loyalty to the loyalty program and to the company. Journal of the Academy of Marketing Science, 40(5), 625-638.

Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.

Gefen, D., Straub, D., & Boudreau, M.-C. (2000). Structural equation modeling and regression: Guidelines for research practice. Communications of the Association For Information Systems, 4(1), 1-77.

Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (1998). Multivariate data analysis. Upper Saddle River, NJ: Prentice Hall.

Han, H., & Hyun, S. S. (2012). An extension of the four-stage loyalty model: The critical role of positive switching barriers. Journal of Travel & Tourism Marketing, 29(1), 40-56.

Harris, E. (2000). Recognize, reward, reap the benefits. Sales and Marketing Management, 152(9), 109-119.

Hayduk, L. A. (1987). Structural equation modeling with LISREL: Essentials and advances. Baltimore, MD: Johns Hopkins University Press..

Hornik, J. (1993). The role of affect in consumers′ temporal judgments. Psychology & Marketing, 10(3), 239-255.

Hu, L. t., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6(1), 1-55.

Hui, M. K., Thakor, M. V., & Gill, R. (1998). The effect of delay type and service stage on consumers′ reactions to waiting. Journal of Consumer Research, 24(4), 469-479.

Hui, M. K., & Tse, D. K. (1996). What to tell consumers in waits of different lengths: An integrative model of service evaluation. The Journal of Marketing, 60(2), 81-90.

Johnson, M. D., & Fornell, C. (1991). A framework for comparing customer satisfaction across individuals and product categories. Journal of Economic Psychology, 12(2), 267–286.

Jones, T. O., & Sasser, W. E. (1995). Why satisfied customers defect. Harvard Business Review, 73(6), 88-99.

Kaura, V., Prasad, C.S.D. and Sharma, S. (2015), Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction, International Journal of Bank Marketing, 33(4), 404-422.

Keaveney, S. M. (1995). Customer switching behavior in service industries: An exploratory study. The Journal of Marketing, 59(2), 71-82.
Keh, H. T., & Lee, Y. H. (2006). Do reward programs build loyalty for services?: The moderating effect of satisfaction on type and timing of rewards. Journal of Retailing, 82(2), 127-136.

Kim, C., Mirusmonov, M., & Lee, I. (2010). An empirical examination of factors influencing the intention to use mobile payment. Computers in Human Behavior, 26(3), 310-322.

Kim, S. S., & Son, J.-Y. (2009). Out of dedication or constraint? A dual model of post-adoption phenomena and its empirical test in the context of online services. MIS Quarterly, 33(1), 49-70.

Kim, W. G., Kim, S. Y., & Leong, J. K. (2003). Impact of guest reward programs on the firms′ performance. Journal of Quality Assurance in Hospitality & Tourism, 4(1-2), 87-109.

Klemperer, P. (1987). Markets with consumer switching costs. The Quarterly Journal of Economics, 102(2), 375-394.

Krishnamurthi, L., & Raj, S. P. (1991). An empirical analysis of the relationship between brand loyalty and consumer price elasticity. Marketing Science, 10(2), 172-183.

Lam, S. Y., Shankar, V., Erramilli, M. K., & Murthy, B. (2004). Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context. Journal of the Academy of Marketing Science, 32(3), 293-311.

Lee, J., Lee, J., & Feick, L. (2001). The impact of switching costs on the customer satisfaction-loyalty link: mobile phone service in France. Journal of Services Marketing, 15(1), 35-48.

Lee, K. C., & Chung, N. (2009). Understanding factors affecting trust in and satisfaction with mobile banking in Korea: A modified DeLone and McLean’s model perspective. Interacting with computers, 21(5-6), 385-392.

Leenheer, J., Van Heerde, H. J., Bijmolt, T. H., & Smidts, A. (2007). Do loyalty programs really enhance behavioral loyalty? An empirical analysis accounting for self-selecting members. International Journal of Research in Marketing, 24(1), 31-47.

Liao, C. C., Palvia, P., & Chen, J. L. (2009). Information technology adoption behavior life cycle: Toward a Technology Continuance Theory (TCT). International Journal of Information Management, 29(4), 309-320.

MacCallum, R. C., & Hong, S. (1997). Power analysis in covariance structure modeling using GFI and AGFI. Multivariate Behavioral Research, 32(2), 193-210.

McCall, M., & Voorhees, C. (2010). The drivers of loyalty program success: An organizing framework and research agenda. Cornell Hospitality Quarterly, 51(1), 35-52.

Mimouni-Chaabane, A., & Volle, P. (2010). Perceived benefits of loyalty programs: Scale development and implications for relational strategies. Journal of Business Research, 63(1), 32-37.

Mittal, V., Ross Jr, W. T., & Baldasare, P. M. (1998). The asymmetric impact of negative and positive attribute-level performance on overall satisfaction and repurchase intentions. The Journal of Marketing, 62(1), 33-47.

Newman, J. W., & Werbel, R. A. (1973). Multivariate analysis of brand loyalty for major household appliances. Journal of Marketing Research, 10(4), 404-409.

Nunes, J. C., & Drèze, X. (2006). The endowed progress effect: How artificial advancement increases effort. Journal of Consumer Research, 32(4), 504-512.

Nunnally, J.C., (1978). Psychometric Theory. New York: McGraw-Hill.

O′Brien, L., & Jones, C. (1995). Do rewards really create loyalty? Long range planning, 4(28), 130.

Oghuma, A. P., Libaque-Saenz, C. F., Wong, S. F., & Chang, Y. (2016). An expectation-confirmation model of continuance intention to use mobile instant messaging. Telematics and Informatics, 33(1), 34-47.

Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retail settings. Journal of Retailing, 57(3), 25-48.

Oliver, R. L. (1997). Satisfaction a behavioral perspective on the consumer. New York: McGraw-Hill.

Oliver, R. L. (1999). Whence consumer loyalty? The Journal of Marketing, 33-44.

Osuna, E. E. (1985). The psychological cost of waiting. Journal of Mathematical Psychology, 29(1), 82-105.

Park, C.-H., & Kim, Y.-G. (2003). Identifying key factors affecting consumer purchase behavior in an online shopping context. International Journal of Retail & Distribution Management, 31(1), 16-29.

Petrick, J. F. (2002). Development of a multi-dimensional scale for measuring the perceived value of a service. Journal of Leisure Research, 34(2), 119–134.

Pitt, L. F., Watson, R. T., & Kavan, C. B. (1995). Service quality: A measure of information systems effectiveness. MIS Quarterly, 19(2), 173-187.

Porter, M. E. (1980). Competitive Strategy-Techniques for Analyzing Industries and Competitors. New York:The Free Press.

Rai, A., Lang, S. S., & Welker, R. B. (2002). Assessing the validity of IS success models: An empirical test and theoretical analysis. Information Systems Research, 13(1), 50-69.

Seiders, K., Voss, G. B., Godfrey, A. L., & Grewal, D. (2007). SERVCON: Development and validation of a multidimensional service convenience scale. Journal of the Academy of Marketing Science, 35(1), 144-156.

Sharp, B., & Sharp, A. (1997). Loyalty programs and their impact on repeat-purchase loyalty patterns. International journal of research in marketing, 14(5), 473-486.

Sharples, M., & Beale, R. (2003). A technical review of mobile computational devices. Journal of Computer Assisted Learning, 19(3), 392-395.

Shaw, N. C., DeLone, W. H., & Niederman, F. (2002). Sources of dissatisfaction in end-user support: an empirical study. ACM SIGMIS Database: the DATABASE for Advances in Information Systems, 33(2), 41-56.

Sheth, J. N., Newman, B. I. and Gross B. L.(1991), Why We Buy What We Buy: A Theory of Consumption Value, Journal of Business Research, 22(1), 159-170.

Sivadas, E., & Baker-Prewitt, J. L. (2000). An examination of the relationship between service quality, customer satisfaction, and store loyalty. International Journal of Retail & Distribution Management, 28(2), 73-82.

Stathopoulou, A., & Balabaris, G. (2016). The effects of loyalty programs on customer satisfaction, trust, and loyalty toward high- and low-end fashion retailers. Journal of Business Research, 69(12), 5801–5808.

Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203-220.

Szymanski, D. M., & Hise, R. T. (2000). E-satisfaction: an initial examination. Journal of Retailing, 76(3), 309-322.

Venetis, K., & Ghauri, P. (2000). The importance of service quality on customer retention: an empirical study of business service relationships. Marketing in a Global Economy Proceedings, 215-224.

Xie, K. L., & Chen, C.-C. (2013). Progress in loyalty program research: Facts, debates, and future research. Journal of Hospitality Marketing & Management, 22(5), 463-489.

Xie, K.L., Xiong, L., Chen, C.C. and Hu, C. (2015), Understanding active loyalty behavior in hotel reward programs through customers’ switching costs and perceived program value, Journal of Travel & Tourism Marketing, 32(3), 308-324.

Xie, L., & Chen, C.-C. (2014). Hotel loyalty programs: how valuable is valuable enough? International Journal of Contemporary Hospitality Management, 26(1), 107-129.

Xiong, L., King, C., & Hu, C. (2014). Where is the love? Investigating multiple membership and hotel customer loyalty. International Journal of Contemporary Hospitality Management, 26(4), 572-592.

Xu, X., Thong, J. Y., & Venkatesh, V. (2014). Effects of ICT service innovation and complementary strategies on brand equity and customer loyalty in a consumer technology market. Information Systems Research, 25(4), 710-729.

Zhang, T. X., Agarwal, R., & Lucas, H. C. (2011). The value of it-enabled retailer learning: Personalized product recommendations and customer store loyalty in electronic markets. MIS Quarterly, 35(4), 859-881.

Zhou, Z., Fang, Y., Vogel, D. R., Jin, X.-L., & Zhang, X. (2012). Attracted to or locked in? Predicting continuance intention in social virtual world services. Journal of Management Information Systems, 29(1), 273-306.

Zhou, T. (2013). An empirical examination of continuance intention of mobile payment services. Decision support systems, 54(2), 1085-1091.
三、網路部分

台視新聞（2018年5月15日）。行動支付商機夯政府拼2025年普及率9成。
https://www.ttv.com.tw/news/view/10705150013700I/579

王妍文（2017年10月）。22家業者強攻行動支付搶吃1.5兆市場大餅。遠見雜誌，2017年10月號。https://www.gvm.com.tw/article.html?id=40263

資策會產業情報研究所MIC（2018）。【行動支付大調查二】用戶最常用Line Pay Apple Pay 街口支付 2020年第一波收。https://mic.iii.org.tw/aisp/PressRoom0.aspx?id=487

指導教授

杜秉叡

審核日期

2018-6-22

推文