服務品質與顧客滿意度之研究－以報關業為例

The Study on Service Quality and Customer Satisfaction-The case of the Customs Broker Industry

10.29705/EAR.201103.0001

梁如慶(Ru-Ching Liang)；翁景德(Jing-De Weng)；劉立偉(Li-Wei Lin)；佘溪水(Shih-Shue Sher)

形象 ； 顧客期望 ； 認知品質 ； 認知價值 ； 滿意度 ； 忠誠度

東亞論壇

471期（2011 / 03 / 01）

1 - 19

繁體中文

本研究的目的主要在探討報關業影響顧客滿度的變數，藉以企業形象、顧客期望、認知品質、認知價值、滿意度以及忠誠度等構念間的影響程度。透過台灣顧客滿意度指標(TCSI)服務業模式，來分析報關業顧客滿意度的前因與後果之關係。研究方法以問卷調查訪問中部地區的報關行之顧客，本研究使用Partial Least Squares(PLS)進行整體結構模型分析，以瞭解各構念變數的影響性。研究結果顯示，除了顧客期望對認知價值與滿意度並無顯著影響外，其餘假設皆對滿意度產生正向影響關係。然而，顧客期望乃需藉由認知品質的中介效果影響認知價值與滿意度。

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