台灣高鐵服務品質及服務價值與顧客滿意度關係之實證研究

An Empirical Study on the Relationship of Service Quality and Service Value with the Customer Satisfaction in Taiwan High Speed Rail

10.6338/JDA.200806_3(3).0007

陳建成(Chien-Cheng Chen)

服務品質 ； 服務價值 ； 顧客滿意度 ； 台灣高鐵 ； 問卷調查 ； service quality ； service value ； customer satisfaction ； Taiwan high speed rail ； questionnaire survey

Journal of Data Analysis

3卷3期（2008 / 06 / 01）

95 - 115

繁體中文

本研究旨在探討台灣高鐵的服務品質對顧客滿意度之關係，服務品質對服務價值之關係，以及服務價值對顧客滿意度之關係分別加以探討，然後再進一步探討服務品質、服務價值以及顧客滿意度三者之綜合關係。本研究採用便利抽樣法進行抽樣，總計發出200份問卷，回收有效問卷共計182份，接著本研究採用因素分析萃取關鍵因素，最後則透過複迴歸分析驗證本研究各構面間的影響關係。本研究主要發現如下：（1）服務品質對顧客滿意度呈現正向直接影響；當台灣高鐵的服務品質較高時，則顧客滿意度就會較佳；反之，則顧客滿意度就會不佳；（2）服務品質對服務價值呈現正向直接影響；當台灣高鐵的服務品質較高時，則服務價值就會較佳；反之，則服務價值就會不佳；（3）台灣高鐵的服務品質會透過服務價值而對顧客滿意度產生中介影響。

The purpose of this study is to examine the relationship among service quality, service value and customer satisfaction, and undertaken among 200 questionnaires customer of Taiwan high speed rail. Of the 200 responses were received and 18 of them were incomplete. The remaining 182 valid and complete questionnaires were used for the quantitative analysis. The data was analyzed by factor analysis to find out key factors, and then we used multiple regression analysis to measure the relationship amongst the variables.The major finding of this study includes: (1) The service quality has positive direct effect on customer satisfaction; the more of service quality, the better of the customer satisfaction; (2) he service quality has positive direct effect on service value, that higher service quality increases service value; and vice versa; (3) The service value has positive interaction effect on service quality and customer satisfaction.

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