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題名 以狩野品質模型探討排隊資訊透明化、服務品質和顧客滿意度的關係
Application of Kano model to the relationships of queueing information provision, service quality, and customer satisfaction
作者 聶齊佑
貢獻者 李有仁
聶齊佑
關鍵詞 排隊心理
行動裝置
知覺管理
狩野模型
服務品質
顧客滿意度
queuing research
mobile device
perception management
Kano model
service quality
customer satisfaction
日期 2015
上傳時間 17-Aug-2015 14:07:24 (UTC+8)
摘要 隨著現代人越來越忙碌的生活步調，排隊帶來的負面情緒影響也越來越大；對於企業而言，必須面對因為在消費的過程中等待，而造成顧客對於服務評價降低的現象。當許多研究致力於提出應對排隊問題的可行方案時，時代的推進帶來了行動裝置與網路的普及化，也因此出現了透過應用程式推播排隊資訊，藉此舒緩顧客負面情緒的解決方案。本研究串聯排隊心理、知覺管理…等不同的研究議題，在不同的消費情境中，透過狩野模型(Kano model)探索排隊資訊具備的服務品質，以及透過SERVQUAL的概念建構研究模型，驗證排隊資訊的整體服務品質與顧客滿意度之間的關係。研究結果發現排隊資訊具備的服務品質，多數歸類於魅力品質 (Attractive quality) 要素，一維品質(One-dimensional quality)要素則為其次，其中服務品質大多維持著一致性，但消費情境會對於特定幾項服務品質的帶來影響。研究模型亦驗證了排隊資的整體服務品質和顧客滿意度有正向關係。
The aim of this paper is to discuss the impact of queue information provisions. As we observe the latest application of revealing queue information via mobile device to deal with the queuing management problem, this research intends to provide a new viewpoint of queuing information crossing different research issues. We develop research framework from four facets: (1) perception management, (2) queuing research, (3) Kano model, and (4) SERVQUAL. The research is divided into three parts. First, via Kano model we find the service quality of queuing information and categorize the service qualities into 6 categories. Second, we examine the relationships between the overall service quality of queuing information provision and customer satisfaction. Third, we are also concerned the impact of consume situation, so the hypothesis will be tested in the different simulated situation in experiment. According to the result, we discover that most queuing information provisions’ service qualities are attractive quality dimension and One-dimensional quality. Besides, the hypothesis of queuing information provisions’ service quality is accepted, which also proves the results which we find in the first part of this research by Kano model. Finally, this research examines the effect of consume situations on the queuing information, and we also have further discussion about the exception situation.
參考文獻 1. Ba, S., & Johansson, W. C. (2008). An Exploratory Study of the Impact of e‐Service Process on Online Customer Satisfaction. Production and Operations Management, 17(1), 107-119.
2. Baki, B., Sahin Basfirinci, C., Murat AR, I., & Cilingir, Z. (2009). An application of integrating SERVQUAL and Kano`s model into QFD for logistics services: a case study from Turkey. Asia Pacific Journal of Marketing and Logistics, 21(1), 106-126.
3. Bitner, M. J. (1990). Evaluating service encounters: the effects of physical surroundings and employee responses. Journal of Marketing, 69-82.
4. Brown, S. W., & Swartz, T. A. (1989). A gap analysis of professional service quality. Journal of Marketing, 92-98.
5. Carmon, Z., Shanthikumar, J. G., & Carmon, T. F. (1995). A psychological perspective on service segmentation models: The significance of accounting for consumers’ perceptions of waiting and service. Management Science, 41(11), 1806-1815.
6. Churchill Jr, G. A. (1979). A paradigm for developing better measures of marketing constructs. Journal of marketing research, 64-73.
7. Clemes, M. D., Gan, C., & Ren, M. (2010). Synthesizing the effects of service quality, value, and customer satisfaction on behavioral intentions in the motel industry: An empirical analysis. Journal of Hospitality & Tourism Research, 1096348010382239.
8. Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218.
9. Davis, M. M., & Heineke, J. (1998). How disconfirmation, perception and actual waiting times impact customer satisfaction. International Journal of Service Industry Management, 9(1), 64-73.
10. Davis, M. M., & Vollmann, T. E. (1990). A framework for relating waiting time and customer satisfaction in a service operation. Journal of Services Marketing, 4(1), 61-69.
11. Deng, Z., Lu, Y., Wei, K. K., & Zhang, J. (2010). Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China. International Journal of Information Management, 30(4), 289-300.
12. Dube-Rioux, L., Schmitt, B. H., & Leclerc, F. (1989). Consumers’ reactions to waiting: when delays affect the perception of service quality. Advances in Consumer Research, 16(1), 59-63.
13. Haynes, P. J. (1990). Hating to wait: Managing the final service encounter. Journal of Services Marketing, 4(4), 20-26.
14. Houston, M. B., Bettencourt, L. A., & Wenger, S. (1998). The relationship between waiting in a service queue and evaluations of service quality: A field theory perspective. Psychology & Marketing, 15(8), 735-753.
15. Hui, M. K. and Tse, D. K. (1996), “What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation,” Journal of Marketing, 60(2), 81-90.
16. Kano, N., Seraku, N., Takahashi, F., & Tsuji, S. (1984). Attractive quality and must-be quality. Journal of the Japanese Society for Quality Control, 14(2), 147-156.
17. Katz, K. L., Larson, B. M., & Larson, R. C. (1991). Prescription for the waiting-in-line blues: Entertain, enlighten, and engage. Sloan Management Review, 32(2), 44-53.
18. Kuo, Y. F. (2004). Integrating Kano’s model into web-community service quality. Total Quality Management & Business Excellence, 15(7), 925-939.
19. Kuo, Y. F., Wu, C. M., & Deng, W. J. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in Human Behavior, 25(4), 887-896.
20. Larson, R. C. (1987). OR Forum—Perspectives on queues: social justice and the psychology of queueing. Operations Research, 35(6), 895-905.
21. Maister, D. H. (1984). The Psychology of Waiting Lines. Cambridge, MA: Harvard Business School.
22. Matzler, K., & Hinterhuber, H. H. (1998). How to make product development projects more successful by integrating Kano`s model of customer satisfaction into quality function deployment. Technovation, 18(1), 25-38.
23. Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of marketing research, 460-469.
24. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 41-50.
25. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL. Journal of Retailing, 64(1), 12-40.
26. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: implications for further research. Journal of Marketing, 111-124.
27. Sasser, W. Earl, Jr. R. Paul Olsen, &D. Daryl Wycjoff (1978), Management of Service Operation: Text and Cases, Boston: Allyn & Bacon
28. Tan, K. C., & Pawitra, T. A. (2001). Integrating SERVQUAL and Kano`s model into QFD for service excellence development. Managing Service Quality: An International Journal, 11(6), 418-430.
29. Taylor, S. (1994). Waiting for service: the relationship between delays and evaluations of service. Journal of Marketing, 56-69.
30. Tom, G., & Lucey, S. (1995). Waiting time delays and customer satisfaction in supermarkets. Journal of Services Marketing, 9(5), 20-29.
31. Tom, G., & Lucey, S. (1997). A field study investigating the effect of waiting time on customer satisfaction. Journal of Psychology, 131(6), 655-660.
32. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1988). Communication and control processes in the delivery of service quality. Journal of Marketing, 35-48.
33. Zhou, R., & Soman, D. (2003). Looking back: Exploring the psychology of queuing and the effect of the number of people behind. Journal of Consumer Research, 29(4), 517-530.
中文文獻
1. 江義平. "教學服務品質衡量模式建構及分析之研究." Asia Pacific Management Review 5.1 (2000): 95-115.
2. TU, T. C. (2004). 排隊心理之不對稱性效果.中央大學企業管理研究所學位論文,1-142.
3. 林俊成. (2008). Web2. 0 社群網站服務品質之研究-以 Kano 二維品質模式觀點.政治大學資訊管理研究所學位論文, 1-127.
4. 李蕙君. (2007). 以 Kano 模式探討台灣高鐵等待服務品質. 未出版碩士論文, 朝陽科技大學, 臺中縣.
5. 詹定宇. (2002)。一個多元等待品質量表之發展.管理學報，19(4)，585-614
6. 國人智慧型手機使用行為大調查(2013)。2013年1月25日，取自 http://www.inside.com.tw/2013/01/25/2012-taiwan-smartphone-survey
描述 碩士
國立政治大學
資訊管理研究所
102356009
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0102356009
資料類型 thesis
dc.contributor.advisor 李有仁zh_TW
dc.contributor.author (Authors) 聶齊佑zh_TW
dc.creator (作者) 聶齊佑zh_TW
dc.date (日期) 2015en_US
dc.date.accessioned 17-Aug-2015 14:07:24 (UTC+8)-
dc.date.available 17-Aug-2015 14:07:24 (UTC+8)-
dc.date.issued (上傳時間) 17-Aug-2015 14:07:24 (UTC+8)-
dc.identifier (Other Identifiers) G0102356009en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/77551-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 資訊管理研究所zh_TW
dc.description (描述) 102356009zh_TW
dc.description.abstract (摘要) 隨著現代人越來越忙碌的生活步調，排隊帶來的負面情緒影響也越來越大；對於企業而言，必須面對因為在消費的過程中等待，而造成顧客對於服務評價降低的現象。當許多研究致力於提出應對排隊問題的可行方案時，時代的推進帶來了行動裝置與網路的普及化，也因此出現了透過應用程式推播排隊資訊，藉此舒緩顧客負面情緒的解決方案。本研究串聯排隊心理、知覺管理…等不同的研究議題，在不同的消費情境中，透過狩野模型(Kano model)探索排隊資訊具備的服務品質，以及透過SERVQUAL的概念建構研究模型，驗證排隊資訊的整體服務品質與顧客滿意度之間的關係。研究結果發現排隊資訊具備的服務品質，多數歸類於魅力品質 (Attractive quality) 要素，一維品質(One-dimensional quality)要素則為其次，其中服務品質大多維持著一致性，但消費情境會對於特定幾項服務品質的帶來影響。研究模型亦驗證了排隊資的整體服務品質和顧客滿意度有正向關係。zh_TW
dc.description.abstract (摘要) The aim of this paper is to discuss the impact of queue information provisions. As we observe the latest application of revealing queue information via mobile device to deal with the queuing management problem, this research intends to provide a new viewpoint of queuing information crossing different research issues. We develop research framework from four facets: (1) perception management, (2) queuing research, (3) Kano model, and (4) SERVQUAL. The research is divided into three parts. First, via Kano model we find the service quality of queuing information and categorize the service qualities into 6 categories. Second, we examine the relationships between the overall service quality of queuing information provision and customer satisfaction. Third, we are also concerned the impact of consume situation, so the hypothesis will be tested in the different simulated situation in experiment. According to the result, we discover that most queuing information provisions’ service qualities are attractive quality dimension and One-dimensional quality. Besides, the hypothesis of queuing information provisions’ service quality is accepted, which also proves the results which we find in the first part of this research by Kano model. Finally, this research examines the effect of consume situations on the queuing information, and we also have further discussion about the exception situation.en_US
dc.description.tableofcontents 摘要 1
Abstract 2
第一章 緒論 3
1.1研究背景 3
1.2研究動機 5
1.3研究目的 7
第二章 文獻分析 8
2.1 排隊 8
2.1.1排隊心理 8
2.1.2排隊資訊 9
2.2 狩野品質模型(Kano model) 11
2.3 服務品質 14
2.3.1 服務品質與SERVQUAL量表 14
2.3.2 服務品質與顧客滿意度 16
2.4小結 18
第三章 研究方法 19
3.1 實驗設計 19
3.2 問卷設計 22
3.3 研究架構 24
3.4 資料分析 25
3.4.1樣本資料結構 25
3.4.2資料分析方法 26
3.4.3因素分析與信度分析 26
3.5研究假說 29
第四章 研究結果 30
4.1 Kano品質要素歸類 30
4.2 迴歸分析 33
第五章 結論 34
5.1 結論 34
5.1.1排隊資訊的服務品質 34
5.1.2排隊資訊服務品質與顧客滿意度 35
5.2管理意涵 37
5.3理論貢獻 38
5.4 研究範圍與限制 39
5.5 未來研究建議 40
參考文獻 41
附錄 45		zh_TW
dc.format.extent 2280148 bytes-
dc.format.mimetype application/pdf-
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0102356009en_US
dc.subject (關鍵詞) 排隊心理zh_TW
dc.subject (關鍵詞) 行動裝置zh_TW
dc.subject (關鍵詞) 知覺管理zh_TW
dc.subject (關鍵詞) 狩野模型zh_TW
dc.subject (關鍵詞) 服務品質zh_TW
dc.subject (關鍵詞) 顧客滿意度zh_TW
dc.subject (關鍵詞) queuing researchen_US
dc.subject (關鍵詞) mobile deviceen_US
dc.subject (關鍵詞) perception managementen_US
dc.subject (關鍵詞) Kano modelen_US
dc.subject (關鍵詞) service qualityen_US
dc.subject (關鍵詞) customer satisfactionen_US
dc.title (題名) 以狩野品質模型探討排隊資訊透明化、服務品質和顧客滿意度的關係zh_TW
dc.title (題名) Application of Kano model to the relationships of queueing information provision, service quality, and customer satisfactionen_US
dc.type (資料類型) thesisen
dc.relation.reference (參考文獻) 1. Ba, S., & Johansson, W. C. (2008). An Exploratory Study of the Impact of e‐Service Process on Online Customer Satisfaction. Production and Operations Management, 17(1), 107-119.
2. Baki, B., Sahin Basfirinci, C., Murat AR, I., & Cilingir, Z. (2009). An application of integrating SERVQUAL and Kano`s model into QFD for logistics services: a case study from Turkey. Asia Pacific Journal of Marketing and Logistics, 21(1), 106-126.
3. Bitner, M. J. (1990). Evaluating service encounters: the effects of physical surroundings and employee responses. Journal of Marketing, 69-82.
4. Brown, S. W., & Swartz, T. A. (1989). A gap analysis of professional service quality. Journal of Marketing, 92-98.
5. Carmon, Z., Shanthikumar, J. G., & Carmon, T. F. (1995). A psychological perspective on service segmentation models: The significance of accounting for consumers’ perceptions of waiting and service. Management Science, 41(11), 1806-1815.
6. Churchill Jr, G. A. (1979). A paradigm for developing better measures of marketing constructs. Journal of marketing research, 64-73.
7. Clemes, M. D., Gan, C., & Ren, M. (2010). Synthesizing the effects of service quality, value, and customer satisfaction on behavioral intentions in the motel industry: An empirical analysis. Journal of Hospitality & Tourism Research, 1096348010382239.
8. Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218.
9. Davis, M. M., & Heineke, J. (1998). How disconfirmation, perception and actual waiting times impact customer satisfaction. International Journal of Service Industry Management, 9(1), 64-73.
10. Davis, M. M., & Vollmann, T. E. (1990). A framework for relating waiting time and customer satisfaction in a service operation. Journal of Services Marketing, 4(1), 61-69.
11. Deng, Z., Lu, Y., Wei, K. K., & Zhang, J. (2010). Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China. International Journal of Information Management, 30(4), 289-300.
12. Dube-Rioux, L., Schmitt, B. H., & Leclerc, F. (1989). Consumers’ reactions to waiting: when delays affect the perception of service quality. Advances in Consumer Research, 16(1), 59-63.
13. Haynes, P. J. (1990). Hating to wait: Managing the final service encounter. Journal of Services Marketing, 4(4), 20-26.
14. Houston, M. B., Bettencourt, L. A., & Wenger, S. (1998). The relationship between waiting in a service queue and evaluations of service quality: A field theory perspective. Psychology & Marketing, 15(8), 735-753.
15. Hui, M. K. and Tse, D. K. (1996), “What to Tell Consumers in Waits of Different Lengths: An Integrative Model of Service Evaluation,” Journal of Marketing, 60(2), 81-90.
16. Kano, N., Seraku, N., Takahashi, F., & Tsuji, S. (1984). Attractive quality and must-be quality. Journal of the Japanese Society for Quality Control, 14(2), 147-156.
17. Katz, K. L., Larson, B. M., & Larson, R. C. (1991). Prescription for the waiting-in-line blues: Entertain, enlighten, and engage. Sloan Management Review, 32(2), 44-53.
18. Kuo, Y. F. (2004). Integrating Kano’s model into web-community service quality. Total Quality Management & Business Excellence, 15(7), 925-939.
19. Kuo, Y. F., Wu, C. M., & Deng, W. J. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in Human Behavior, 25(4), 887-896.
20. Larson, R. C. (1987). OR Forum—Perspectives on queues: social justice and the psychology of queueing. Operations Research, 35(6), 895-905.
21. Maister, D. H. (1984). The Psychology of Waiting Lines. Cambridge, MA: Harvard Business School.
22. Matzler, K., & Hinterhuber, H. H. (1998). How to make product development projects more successful by integrating Kano`s model of customer satisfaction into quality function deployment. Technovation, 18(1), 25-38.
23. Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of marketing research, 460-469.
24. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 41-50.
25. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL. Journal of Retailing, 64(1), 12-40.
26. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: implications for further research. Journal of Marketing, 111-124.
27. Sasser, W. Earl, Jr. R. Paul Olsen, &D. Daryl Wycjoff (1978), Management of Service Operation: Text and Cases, Boston: Allyn & Bacon
28. Tan, K. C., & Pawitra, T. A. (2001). Integrating SERVQUAL and Kano`s model into QFD for service excellence development. Managing Service Quality: An International Journal, 11(6), 418-430.
29. Taylor, S. (1994). Waiting for service: the relationship between delays and evaluations of service. Journal of Marketing, 56-69.
30. Tom, G., & Lucey, S. (1995). Waiting time delays and customer satisfaction in supermarkets. Journal of Services Marketing, 9(5), 20-29.
31. Tom, G., & Lucey, S. (1997). A field study investigating the effect of waiting time on customer satisfaction. Journal of Psychology, 131(6), 655-660.
32. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1988). Communication and control processes in the delivery of service quality. Journal of Marketing, 35-48.
33. Zhou, R., & Soman, D. (2003). Looking back: Exploring the psychology of queuing and the effect of the number of people behind. Journal of Consumer Research, 29(4), 517-530.
中文文獻
1. 江義平. "教學服務品質衡量模式建構及分析之研究." Asia Pacific Management Review 5.1 (2000): 95-115.
2. TU, T. C. (2004). 排隊心理之不對稱性效果.中央大學企業管理研究所學位論文,1-142.
3. 林俊成. (2008). Web2. 0 社群網站服務品質之研究-以 Kano 二維品質模式觀點.政治大學資訊管理研究所學位論文, 1-127.
4. 李蕙君. (2007). 以 Kano 模式探討台灣高鐵等待服務品質. 未出版碩士論文, 朝陽科技大學, 臺中縣.
5. 詹定宇. (2002)。一個多元等待品質量表之發展.管理學報，19(4)，585-614
6. 國人智慧型手機使用行為大調查(2013)。2013年1月25日，取自 http://www.inside.com.tw/2013/01/25/2012-taiwan-smartphone-survey		zh_TW