服務品質、企業形象、顧客滿意與行為意向之研究－以用電設備檢驗維護業為例

The Relationships among Service Quality, Corporate Image, Customer Satisfaction and Behavior Intention: An Example of Electrical Equipment Inspection & Maintenance Industry

蕭鳳君(Feng-Chun Hsiao)；盧永祥(Yung-Hsiang Lu)

服務品質 ； 企業形象 ； 顧客滿意 ； 行為意向 ； Service Quality ； Corporate Image ； Customer Satisfaction ； Behavior Intention

顧客滿意學刊

10卷2期（2014 / 09 / 01）

141 - 165

繁體中文

本研究以用電設備檢驗維護業之顧客為主要研究對象，採用非機率的配額抽樣法進行問卷調查，探討服務品質、企業形象、顧客滿意與行為意向彼此間之關係。資料分析方法包括敘述性統計分析、量表信效度分析及結構方程模式（Structural Equation Model; SEM）。根據分析結果顯示：（1）服務品質對企業形象、顧客滿意及行為意向均呈現顯著正向影響；（2）企業形象對顧客滿意呈現顯著正向影響；（3）顧客滿意對行為意向呈現顯著正向影響。

This research aimed at consumers who have purchased electrical equipment inspection & maintenance industry, and also used non-probability sampling method for the questionnaire, and which mainly described the relationships among the service quality, corporate image, customer satisfaction and behavior intention. The analytical method of the materials includes: descriptive statistics, reliability and validity analysis and Structural Equation Modeling (SEM). The results showed that: (1) Service quality was significant and positive effect on corporate image, customer satisfaction, and behavior intention, respectively. (2) Corporate image was significant and positive effect on customer satisfaction. (3) Customer satisfaction was significant and positive effect on behavior intention.

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