文化大學機構典藏 CCUR:Item 987654321/45545
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    Please use this identifier to cite or link to this item: https://irlib.pccu.edu.tw/handle/987654321/45545


    Title: 服務創新、服務品質與消費者滿意度關係之研究-以網購配送服務為例
    A Study of the Service Innovation, Service Quality, Customer Satisfaction-A Case OF delivery Service in Online Retailing
    Authors: 黃淑雅
    Contributors: 國際企業管理學系碩士在職專班
    Keywords: 網路購物
    服務創新
    服務品質
    消費者滿意度
    Date: 2019
    Issue Date: 2019-12-30 09:54:36 (UTC+8)
    Abstract: 本研究以台灣網路購物平台消費者為研究對象，探討消費者網路購物配送服務之服務創新、服務品質與滿意度的關係，期望能提供網路業者了解消費者對於提供的網路購物配送服務需求。
    本研究總計發放480份問卷，回收408份有效問卷，透過敘述性統計、信效度分析、迴歸分析、皮爾森積差相關分析等分析方法解釋研究架構並建立評估指標。研究結果如下:

    1、服務創新對消費者滿意度有顯著正向影響。
    2、服務創新對服務品質有顯著正向影響。
    3、服務品質對消費者滿意度有正向影響。
    4、服務品質對服務創新與消費者滿意度有部分中介效果。
    This study uses customers from Taiwan online shopping platform as a research target group, and aims to explore the delivery service in online retailing between consumers sat-isfactionand the Service Innovation、Service Quality. And by doing so, researchers hope to provide more understandings on the consumerbehaviors when they demanding to delivery service in online retailing. We issued 480 copies of 408 effective ones, and it attemptis to explain the structural framework by establishing evaluation indicators through four analyt-ical processes involving descriptive statistics, reliability analysis, regression analysis, Pearson Produc-moment, Correlation Analysis. Based on the experiential results of comparing the statistics and analyses, the paper concludes:
    1. Service Innovation has a positive influence on customer satisfaction.
    2. Service Innovation has a positive influence on service quality.
    3. Service Quality has a positive influence on customer satisfaction.
    4. Service Quality of the servie innovation and customer satisfaction has some inter-mediary effect.
    Appears in Collections:[Department of Business Administration & Graduate Institute of International Business Administration ] Thesis

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