文化大學機構典藏 CCUR:Item 987654321/38314
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    Please use this identifier to cite or link to this item: https://irlib.pccu.edu.tw/handle/987654321/38314


    Title: 探討服務品質對顧客滿意度之影響 -以關係品質為中介變數
    A Study of Influences of Service Quality on Customer Satisfaction- Relationship Quality as a Mediator
    Authors: 潘淑君
    Contributors: 國際企業管理學系碩士在職專班
    Keywords: 服務品質
    關係品質
    顧客滿意度
    推廣教育
    Service Quality
    Relationship Quality
    Customer Satisfaction
    Continue Education
    Date: 2017
    Issue Date: 2017-10-17 11:15:41 (UTC+8)
    Abstract: 終身學習的概念已蔚為風範,學習社會理念的倡導可追溯於源自美國學者赫欽斯(R. M. Hutchins) (1968) 所提出之主張,瞭解學員重視的品質,取得關鍵性的競爭力,是推廣教育機構持續確保優勢之重點。本研究目的主要在探討中國文化大學推廣教育部學員認知的服務品質對顧客滿意度之影響,並進一步探討以關係品質為中介變數是否會影響其變數間的關係。正式問卷共發放320份,有效回收問卷樣本286份無效回收樣本5份,問卷樣本回收率90.94%。研究結果顯示,服務品質對顧客滿意度有顯著正向影響、服務品質對關係品質有顯著正向影響、關係品質對服務品質與顧客滿意度具有部份中介效果,亦即推廣部加強與學員之關係品質可強化服務品質與提高顧客滿意度。本研究討論理論及實務上之意涵,並對未來研究提出建議。
    [關鍵字] 服務品質(Service Quality)、關係品質(Relationship Quality)、顧客滿意度(Customer Satisfaction)、推廣教育(Continue Education)

    Life-long learning, a contemporary ideology and learning concept that firstly introduced by American scholar R.M. Hutchins back in 1968, has given a brand new perspective towards the definitions of learning and what education required to achieve. According to Hutchins’ methodology, the advantages of the learning environment in continue education environment other than what mainstream education system is able to provide and share the substantial influence towards the progress of life-long learning.
    This thesis has targeted specifically in terms of learning that how perception service quality could directly and indirectly affects learners satisfaction while learning within the School of Continuing Education Chinese Culture University.
    Within the 320 questionnaires distributed we have received 286 respondents and only 5 invalid questionnaires. The respondents rate are 90.94%. This study has discovered that the service quality does have positive impact towards customer’s learning experience. Considering the relationship quality as the mediator has profoundly influence towards customer’s satisfactions. In order to strengthen the positive learning experience to achieve learners’ satisfaction, the School of Continuing Education Chinese Culture University and other alternative education service provider require to amplify this part of services in order to achieve the goals as a satisfactory education service provider. This analysis is enable to provide the feasible case reviews under the theoretical foundation framework as a referential solution for current and future continue education provider and related personnel to review and compare what they have achieved currently. Consequently this research paper could assist any further studies as an adequate research paper or case study to understand how to conduct and perform as a successful alternative education provider.
    Key words:Service Quality、Relationship Quality、Customer Satisfaction、Continue Education
    Appears in Collections:[Department of Business Administration & Graduate Institute of International Business Administration ] Thesis

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