服務創新對知覺價值、顧客滿意度與再購意願關聯性之研究-以某汽車公司為例

文化大學機構典藏 CCUR > 商學院 > 企業實務管理數位碩士在職專班 > 博碩士論文 > Item 987654321/51281

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题名:	服務創新對知覺價值、顧客滿意度與再購意願關聯性之研究-以某汽車公司為例 Research on Relationship of Service Innovation on Perceived Value, Customer Satisfaction and Repurchase Intention - Take a Car Company as an Example
作者:	鄒家震
贡献者:	企業實務管理數位碩士在職專班
关键词:	服務創新知覺價值顧客滿意度再購意願 service innovation perceived value customer satisfaction repurchase intention
日期:	2022
上传时间:	2023-03-02 13:42:04 (UTC+8)
摘要:	此研究主要在探討服務創新對於顧客知覺價值、顧客滿意度與顧客再購意願間相互的影響。基於達到研究之目的，本文將進行相關之文獻探討分析結果後提出研究架構，並進一步透過問卷方式獲得證實。問卷部分共分為四個量表施測；服務創新、顧客知覺價值、顧客滿意度、顧客再購意願量表，共34題。針對Mercedes-Benz既有車主進行問卷發放蒐集資料。結果顯示服務創新對顧客知覺價值、顧客滿意度與顧客再購意願皆有正向之影響，顧客知覺價值對顧客滿意度也有正向影響、顧客滿意度對再購意願亦有正向影響。 This study focuses on the mutual effects of service innovation on customer perceived value, customer satisfaction, and customer willingness to repurchase. In order to achieve the purpose of this study, this paper will analyze the relevant literature and propose a research framework, which will be confirmed by means of questionnaires. The questionnaire was divided into four scales: Service Innovative Scale, Perception Value Rating Scale, Customer Satisfaction Scale, and Customer Repurchase Intention, with a total of 34 questions. The questionnaires were distributed to existing car owners to collect data. The results show that service innovation has a positive effect on customer perceived value, customer satisfaction and customer willingness to repurchase, while customer perceived value has a positive effect on customer satisfaction and customer satisfaction has a positive effect on willingness to repurchase.
显示于类别:	[企業實務管理數位碩士在職專班] 博碩士論文

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