服務品質、服務價值、顧客滿意與行為意向關係探討—神秘客為例

文化大學機構典藏 CCUR > 商學院 > 企業管理學系暨國際企業管理研究所 > 博碩士論文 > Item 987654321/25875

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题名:	服務品質、服務價值、顧客滿意與行為意向關係探討—神秘客為例 A Study on the Relationship among Service Quality, Service Value, Customer Satisfaction and Behavior Intention
作者:	王子聖 WANG, Dz-Sheng
贡献者:	國際企業管理學系
关键词:	服務品質服務價值顧客滿意行為意向 service quality service value customer satisfaction behavior intention
日期:	2013-01
上传时间:	2013-10-31 14:51:29 (UTC+8)
摘要:	文獻指出神秘客調查法有角色期待偏誤情況發生，此情況影響評估真實性，故本研究將探討在神秘客調查法情況下服務品質、服務價值、顧客滿意與行為意向之間影響關係。本研究以全家便利商店為研究對象，實證結果發現顧客認知服務品質對服務價值有正面影響且顧客認知服務品質與服務價值對顧客滿意有正向影響。顧客認知服務價值對行為意向正向影響另外服務品質會透過服務價值與顧客滿意對行為意向有間接效果。服務價值透過顧客滿意對行為意向沒有間接效果且服務價值與顧客滿意在服務品質對行為意向影響過程有中介效果。顧客滿意在服務價值對行為意向影響過程中具有中介效果。 Enhance the quality of service has been an important issue in the service manage-ment. The historical literature that mysterious passenger survey the role expectation bias happens, and this impact assessment authenticity, and therefore the impact study will examine the case of the mysterious passenger survey method between service quality, service value, customer satisfaction and behavioral intentions relationship.The research Family Mart store for the study, the survey data to analyze the data, and Cronin, Brady (2000) proposed a model to establish the framework of this study. The empirical results show that customer perceived service quality has a positive impact on service value and customer perceived service quality and service value has a positive influence on the customer satisfaction. Positive effect on customer perceived service value on behavioral intention anoth-er service quality through service value and customer satisfaction has an indirect effect on behavioral intention. The value of services through customer satisfaction indirect eff- ect of service value and customer satisfaction in the service quality on behavioral intent- ions affect the process of mediating effect on behavior intention. Has a mediating effect of customer satisfaction in the service value on behavioral intention to influence the pr- ocess.
显示于类别:	[企業管理學系暨國際企業管理研究所] 博碩士論文

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