题名

消費者認知服務品質模式與再購意願影響因素之研究－以資訊家電零售通路業為例

并列篇名

Consumer Perceived Service Quality Model and the Determinants of Repeat Purchase Intention-An Empirical Study in Consumer Electronics Retailing Business

DOI

10.30066/JCS.200509.0001

作者

張愛華(Ai-Hwa Chang)；陳仁惠(Jen-Huei Chen)；何宜真(Yi-Chen Ho)

关键词

服務品質 ； 再購意願 ； 服務滿意度 ； 服務價值 ； Perceived Service Quality ； Repeat Purchase Intention ； Service Satisfaction ； Service Value

期刊名称

顧客滿意學刊

卷期/出版年月

1卷2期（2005 / 09 / 01）

页次

1 - 42

内容语文

繁體中文
中文摘要

科技蓬勃發展促使資訊電子產品之競爭不再端視功能優劣或價格高低，優質服務品質不僅成為廠商進行差異化策略之競爭要素，也使得廠商更加重視服務價值、服務滿意度、企業形象以及消費者認知價格對於再購意願之影響。本研究整合互動品質、實體環境品質以及結果品質等概念以形成消費者所認知之整體服務品質，分析結果顯示改善消費者所認知服務品質有助於提昇服務價值以及滿意度，進而增進其再購意願，同時較佳企業形象也是提高消費者再購意願之重要因素，因此零售流通業廠商不僅應致力於改進消費者所認知服務品質、認知價格以及服務滿意度，進而提高消費者所認知之服務價值，更需要長期維繫良好企業形象，方能強化本身競爭優勢。
英文摘要

This research adopted a hierarchical approach to consumer conceptualize perceived service quality. The model is a three-layer model, with the first layer depicting the three dimensions (interaction, environment, and outcome) of the latent construct-perceived service quality. Each dimension is further divided into three sub-dimensions, which are even more concrete and detailed descriptions of service quality. The model was empirically validated with a survey of 380 customers in Taipei, utilizing a SEM analysis. We also demonstrated causal relationships between perceived service quality, service value, service satisfaction, perceived price, corporate image, and repeat purchase intention by utilizing a SEM approach. These findings provide important implications for Consumer Electronics retailers' relationship marketing activities and channel management.
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. 朱啟祥(2012)。知覺價值與轉換障礙如何影響再購意願：以Lativ實證研究為例。臺灣大學商學研究所學位論文。2012。1-83。 
  2. 蔡建里(2017)。人壽保險業服務品質、企業形象及顧客忠誠度相關性之研究。長榮大學經營管理研究所學位論文。2017。1-68。
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