题名

服務品質、關係價值與關係品質對顧客忠誠度影響之研究

并列篇名

The Study for the Influence of Customer Loyalty on Service Quality, Relationship Value and Relationship Quality

作者

曾信超(Hsing-Chau Tseng)

关键词

服務品質 ； 關係價值 ； 關係品質 ； 顧客忠誠度 ； Service Quality ； Relationship Value ； Relationship Quality ； Customer Loyalty

期刊名称

企業管理學報

卷期/出版年月

71期（2006 / 12 / 01）

页次

77 - 105

内容语文

繁體中文
中文摘要

本研究以台南市連鎖書店之顧客為研究對象，加以探討服務品質、關係價值、關係品質與顧客忠誠度之研究。有效樣本數為196份，採用因素、信度、相關、迴歸及LISREL等統計方式進行資料分析，從分析結果中得出服務品質、關係價值、關係品質與顧客忠誠度間具顯著之正向影響；服務品質會透過關係價值及關係品質之中介效果正向的影響忠誠度，其中關係品質之影響優於關係價值。綜合本研究之分析結果，提出下列幾點建議：(1)應重視店面的整體氣氛、服務態度及讓顧客感受重視的感覺；(2)良好閱讀環境的書店，高提高顧客回顧率；(3)書店不能只偏重學生族群，應將注意力擴展到家庭、社區；(4)連鎖書店必需著重在本身形象、產品品質，給顧客有舒適良好的印象，讓顧客有再次光臨的動機，才能有機會為顧客服務。
英文摘要

Our object is customer in chain-bookstore of Tainan. Probe into the research that the chain bookstore Service Quality, Relationship Value, Relationship Quality and Customer Loyalty. It is 196 that the effective sample is counted. This research adopts correlation analysis, regression analysis, and LISREL model. According to the result the service quality, relationship value, relationship quality and customer loyalty have positive influence. Therefore, we proposal result the following: (1) The bookstore should to emphasize that service attitude and lets the customer feel to respect. (2) The bookstore should provide for customer good reading environment. (3) The bookstore cannot only attention student group, should expand the attention to the family or community. (4) The bookstore must emphatically the product and service quality, lets the customer have once more the presence motive.
主题分类 社會科學 > 經濟學
社會科學 > 管理學
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被引用次数
  1. 蔡長清、曾鈞麟、李慧明(2012)。服務場景滿意度、品牌價值與品牌評價之關聯性研究─以台南高鐵站旅客為例。運動休閒餐旅研究，7(4)，114-145。
  2. 連健翔、李宜旻、吳華萍、吳宗祐(2013)。價格、服務人員正向情緒表達、品牌知名度、及顧客忠誠之關係：期望失驗理論的運用。顧客滿意學刊，9(2)，215-245。
  3. 謝朝和、曾國軒、陸敬互(2013)。獨立音樂平臺使用者虛擬經驗對關係品質與顧客忠誠度之影響：以MySpace為例。資訊傳播研究，4(1)，109-129。
  4. 楊慧伶、武維邦(2011)。民宿經營導入電子商務功能對顧客價值與關係品質關連性之探討。品質學報，18(3)，259-277。
  5. 張同廟(2015)。大學課外活動指導組的服務品質與關係品質之相關研究。學生社團學刊，3，1-24。
  6. 鍾鎔壕,鄭伶如,張惠真(2018)。眼鏡業服務人員專業能力與情緒能力對顧客忠誠之影響—以關係品質為中介。企業管理學報，116，25-52。
  7. 鍾政偉、陳桓敦、林佳穎(2012)。品牌知覺、廣告效果與關係品質對購買意願影響之研究。Journal Of Data Analysis，7(5)，137-158。
  8. (2021)。以專案管理觀點探討健身房品牌策略形塑。休閒運動管理學刊，7(1)，1-14。
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