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題名 消費者認知之產品品質、服務品質及價格對滿意度及忠誠度之影響－於三種有形性比重不同服務業之比較
作者 柯宜君
Ko, I-Chun
貢獻者 別蓮蒂
柯宜君
Ko, I-Chun
關鍵詞 產品品質
服務品質
顧客滿意度
顧客忠誠度
日期 2000
上傳時間 31-Mar-2016 13:26:13 (UTC+8)
摘要 過去有關服務品質及滿意度的探討多著重在服務品質構面的分析及影響滿意度因素之探討，或是PZB Model的應用，然而服務品質僅為影響顧客滿意度的因素之一，其他如產品品質、價格等因素，都具相當的影響力，因此本研究特針對這個主題進行較完整的探討。
參考文獻 一、中文部份
李永年，民國八十七年六月，「產品品質與服務品質對顧客滿意度及忠誠度之影響-以加油站為例」，國立政治大學企業管理研究所碩士論文。
別蓮蒂，民國八十七年四月，「中國石油公司加油站顧客消費者行為與滿意度研究」，中國石油股份有限公司委託國立政治大學企業管理學系研究。
洪順慶，民國八十八年一月，行銷管理，新陸書局。
喬友慶，民國八十八年六月，「從管理機會方格看顧客滿意度-以銀行業為例」，國立彰化師範大學商業教育學系碩士論文。
蕭富峰，民國八十五年十一月，「影響服務品質關鍵因素之研究」，國立政治大學企業管理研究所博士論文。
顏月珠，民國八十四年八月，應用數理統計學，三民書局。
顧正懿，民國八十四年六月，「關係行銷與顧客滿意度、顧客忠誠度關係之研究-以台灣地區汽車經銷商為例」，國立中正大學企業管理研究所碩士論文。
二、英文部份
Anderson, Eugene W., Claes Fornell, and Donald R. Lehmann (1994), “Customer Satisfaction, Market Share, And Profitability: Findings From Sweden, ” Journal of Marketing, Vol. 58, July, pp.53-66.
Anderson, Eugene W. and Mary W. Sullivan (1990), “Customer Satisfaction and Retention Across Firms.” presentation at the TIMS College of Marketing Special Interest Conference on Services Marketing, Nashville.TN. (September).
Berry, Leonard L., A. Parasuraman, and Valarie A. Zeithaml (1988), “The Service-Quality Puzzle,” Business Horizons, Sep-Oct, pp.35-43.
Beckwith, Harry (1997), “Selling the Invisible,” Warner Books, Inc..
Berman, Barry and Joel R. Evans (1978), Retail Management: A Stragetic Approach, 4th ed., New York: Macmillan Publishing, p.101.
Carman, James M. (1970), “Correlates of Brand Loyalty: Some Positive Results,” Journal of Marketing Research, Vol.7, pp.67-76.
Carman, James M. (1990), “Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions,” Journal of Retailing, Vol. 66, No.1, Spring, pp.33-55.
Cronin, J. Joseph, and Steven A. Taylor (1992), “Measuring Service Quality: A Reexamination and Extension,” Journal of Marketing, Vol.56, July, pp.55-68.
Cunningham, Ross M. (1956), “Brand Loyalty: What, Where, How much?” Harvard Business Review, Vol.34, No1, pp.116-128.
Dabholkar, Pratibha A., Dayle I.Thorpe, and Joseph O. Rentz (1996), “A Measure of Service Quality for Retail Stores: Scale Development and Validation,” Journal of the Academy of Marketing Science, Vol.24, No.1, Winter, pp.3-16.
Fay, Christopher J. (1994), “Royalties from loyalties,” Journal of Business Strategy, Vol.15, pp.47-51.
Fornell, Claes (1992), “A national Customer Satisfaction Barometer: The Swedish Experience,” Journal of Marketing, Vol.56, No.1, January, pp.6-21.
Fredericks, Joan O. and James M. SalterII (1995), “Beyond Customer Satisfaction.” Management Review 84: 29-32.
Garvin, David A. (1984), “What Does Product Quality Really Mean,” Sloan Management Review, Fall, pp.25-43.
Gronroos, Christin (1984), “A Service Quality Model and its Marketing Implications,” European Journal of Marketing, Vol.18, No.4, pp.37-45.
Guest, Lester P. (1955), “Brand Loyalty-Twelve Years Later,” Journal of Applied Psychology, Vol.39, 1955, pp.405-408.
Heskett, James L., Thomas O. Jones, Gary W. Loveman, W Earl Jr Sasser and Leonard A. Schlesinger (1994), “Putting The Service-Profit Chain To Work,” Harvard Business Review, Vol. 72, No. 2, March-April, pp. 164-172.
Jacoby, Jacob (1971), “A Model of Multi Brand Loyal,” Journal of Adverting Research, Vol.11, pp.25-30.
Kolodinsky, Jane (1996), “Consumer Satisfaction with Managed Health Care,” Consumer Interest Annual, Vol.42, pp.97-104.
Kotler, Philip (1996), “Marketing Management: Analysis, Planning, Implementation, and Control, 9thed,” Prentice-Hall Inc.
Lehtinen, Uolevi and Jarmo R. Lehtinen (1991), “Two Approachs to Service Quality Diminions,” Service Industries Journal, Vol.11, No3, July, pp.287-303.
Lewis, Barbara R. and Mitchell, Vincent W. (1990), “Defining and Measuring the quality of Customer Service,” Marketing Intelligence and Planning, Vol.8, pp.11-17.
Lovelock, Christopher C. (1983), ”Classifying Service to Gain Strategic Marketing Insights,” Journal of Marketing, Vol.47, pp.9-20.
Monroe, Kent B. and Joseph. P. Guiltinan (1975) “A Path-Analytic Exploration of Retail Patronage Influences,” Journal of Consumer Research, Vol.2, pp.19-28.
Neal, William D (1999), “Satisfaction is Nice, but Value Drives Loyalty,” Marketing Reasearch, Vol.11, pp.20-23.
Oliver, Richard L. (1980), “A Cognitive Model of the Antecedents and ConSquare of Satisfaction Decisions,” Journal of Marketing Research, Vol.17, November, pp.460-9.
Parasuraman, A., Leonard L. Berry, and Valarie A. Zeithaml (1988), “Comminucation and Control Processes in the Delivery of Service Quality,” Journal of Marketing, Vol.52, April, pp.35-48.
Parasuraman, A., Leonard L. Berry, and Valarie A. Zeithaml (1991),“Understanding Customer Expectations of Service,” Sloan Management Review, Spring, pp.39-48.
Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry (1985), “A Conceptual Model of Service Quality and Its implications for Future Research,” Journal of Marketing, Vol.49, Fall, pp.41-50.
Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry (1988), “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality,” Journal of Retailing, Vol.64, No.1, Springl, pp.12-40.
Selnes, Fred (1993), “An Examination of the Effect of Product performance on Brand Reputation, Satisfaction and Loyalty,” European Journal of Marketing, Vol27, No9, pp.19-35.
Shostack, Lynn (1977), “Breaking Free from Product Marketing,” Journal of Marketing, Vol.41, April, pp.73-80.
Stum, David L and Alain Thiry (1991), “Building Customer Loyalty,” Training and Development Journal, Vol.45, pp.34-36.
Westbrook, Robert A. (1981), “Sources of Consumer Satisfaction with Retail Outlets, ”Journal of Retaillig, Fall, pp57.
Zeithaml, Valarie A. (1988), “Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence,” Journal of Marketing, Vol.52, July, pp.2-22.
Zeithaml, Valarie A. and Mary Jo Bitner (1996), “Service Marketing,” Mcgraw-Hill.
Zeithaml, Valarie A., A. Parasuraman, and Leonard L. Berry, (1985), “Problem and Strategies in Service Marketing,” Journal of Marketing, Vol.49, Spring, pp.33-46.
描述 碩士
國立政治大學
企業管理學系
87355043
資料來源 http://thesis.lib.nccu.edu.tw/record/#A2002001996
資料類型 thesis
dc.contributor.advisor 別蓮蒂zh_TW
dc.contributor.author (Authors) 柯宜君zh_TW
dc.contributor.author (Authors) Ko, I-Chunen_US
dc.creator (作者) 柯宜君zh_TW
dc.creator (作者) Ko, I-Chunen_US
dc.date (日期) 2000en_US
dc.date.accessioned 31-Mar-2016 13:26:13 (UTC+8)-
dc.date.available 31-Mar-2016 13:26:13 (UTC+8)-
dc.date.issued (上傳時間) 31-Mar-2016 13:26:13 (UTC+8)-
dc.identifier (Other Identifiers) A2002001996en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/83147-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 企業管理學系zh_TW
dc.description (描述) 87355043zh_TW
dc.description.abstract (摘要) 過去有關服務品質及滿意度的探討多著重在服務品質構面的分析及影響滿意度因素之探討，或是PZB Model的應用，然而服務品質僅為影響顧客滿意度的因素之一，其他如產品品質、價格等因素，都具相當的影響力，因此本研究特針對這個主題進行較完整的探討。zh_TW
dc.description.tableofcontents 封面頁
證明書
致謝詞
論文摘要
目錄
表目錄
圖目錄
第一章 緒論
第一節 研究動機
第二節 研究目的
第二章 文獻探討
第一節 服務及服務之特性
一 服務的定義
二 服務的特性
三 服務業的分類
第二節 品質及知覺品質
一 品質的定義
二 知覺品質
第三節 服務品質
一 服務品質的定義
二 服務品質模式
三 服務品質的構面
四 服務品質衡量
第四節 顧客滿意
第五節 顧客/品牌忠誠度與顧客滿意度
第六節 產品有形性與顧客滿意模型之關聯性
第三章 研究方法
第一節 研究架構及假說
第二節 研究標的及範圍
一 研究標的
二 資料來源及研究範圍
第三節 問卷設計
第四節 抽樣設計及問卷發放、回收作業
一 抽樣設計
二 問卷發放作業
三 問卷回收狀況
第五節 汽車修護廠樣本結構
第六節 統計分析方法
第四章 資料分析結果與討論
第一節 服務品質構面
一 加油站之服務品質構面
二 銀行業之服務品質構面
三 汽車修護廠之服務品質構面
第二節 問卷之信度與效度
一 信度
二 效度
第三節 Ordered Probit Model 與 Ordinal Least Square Model 比較
第四節 服務品質、產品品質及價格對滿意度之影響
一 加油站之顧客滿意度
二 銀行服務之顧客滿意度
三 汽車修護廠之顧客滿意度
第五節 服務品質、產品品質及價格對忠誠度之影響
一 加油站之顧客忠誠度模型分析
二 銀行之顧客忠誠度模型分析
三 汽車修護廠之顧客忠誠度模型分析
第六節 產業間滿意度影響因素之比較
一 加油站與汽車修護廠之比較
二 銀行與汽車修護廠之比較
第七節 小結
第五章 結論與建議
第一節 結論與討論
第二節 貢獻及建議
第三節 研究限制及未來研究方向
一 中文部份
二 英文部份
參考文獻
附件
附件一： 中油顧客問卷
附件二： 銀行顧客問卷
附件三： 汽車修護問卷		zh_TW
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#A2002001996en_US
dc.subject (關鍵詞) 產品品質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) 顧客忠誠度zh_TW
dc.title (題名) 消費者認知之產品品質、服務品質及價格對滿意度及忠誠度之影響－於三種有形性比重不同服務業之比較zh_TW
dc.type (資料類型) thesisen_US
dc.relation.reference (參考文獻) 一、中文部份
李永年，民國八十七年六月，「產品品質與服務品質對顧客滿意度及忠誠度之影響-以加油站為例」，國立政治大學企業管理研究所碩士論文。
別蓮蒂，民國八十七年四月，「中國石油公司加油站顧客消費者行為與滿意度研究」，中國石油股份有限公司委託國立政治大學企業管理學系研究。
洪順慶，民國八十八年一月，行銷管理，新陸書局。
喬友慶，民國八十八年六月，「從管理機會方格看顧客滿意度-以銀行業為例」，國立彰化師範大學商業教育學系碩士論文。
蕭富峰，民國八十五年十一月，「影響服務品質關鍵因素之研究」，國立政治大學企業管理研究所博士論文。
顏月珠，民國八十四年八月，應用數理統計學，三民書局。
顧正懿，民國八十四年六月，「關係行銷與顧客滿意度、顧客忠誠度關係之研究-以台灣地區汽車經銷商為例」，國立中正大學企業管理研究所碩士論文。
二、英文部份
Anderson, Eugene W., Claes Fornell, and Donald R. Lehmann (1994), “Customer Satisfaction, Market Share, And Profitability: Findings From Sweden, ” Journal of Marketing, Vol. 58, July, pp.53-66.
Anderson, Eugene W. and Mary W. Sullivan (1990), “Customer Satisfaction and Retention Across Firms.” presentation at the TIMS College of Marketing Special Interest Conference on Services Marketing, Nashville.TN. (September).
Berry, Leonard L., A. Parasuraman, and Valarie A. Zeithaml (1988), “The Service-Quality Puzzle,” Business Horizons, Sep-Oct, pp.35-43.
Beckwith, Harry (1997), “Selling the Invisible,” Warner Books, Inc..
Berman, Barry and Joel R. Evans (1978), Retail Management: A Stragetic Approach, 4th ed., New York: Macmillan Publishing, p.101.
Carman, James M. (1970), “Correlates of Brand Loyalty: Some Positive Results,” Journal of Marketing Research, Vol.7, pp.67-76.
Carman, James M. (1990), “Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions,” Journal of Retailing, Vol. 66, No.1, Spring, pp.33-55.
Cronin, J. Joseph, and Steven A. Taylor (1992), “Measuring Service Quality: A Reexamination and Extension,” Journal of Marketing, Vol.56, July, pp.55-68.
Cunningham, Ross M. (1956), “Brand Loyalty: What, Where, How much?” Harvard Business Review, Vol.34, No1, pp.116-128.
Dabholkar, Pratibha A., Dayle I.Thorpe, and Joseph O. Rentz (1996), “A Measure of Service Quality for Retail Stores: Scale Development and Validation,” Journal of the Academy of Marketing Science, Vol.24, No.1, Winter, pp.3-16.
Fay, Christopher J. (1994), “Royalties from loyalties,” Journal of Business Strategy, Vol.15, pp.47-51.
Fornell, Claes (1992), “A national Customer Satisfaction Barometer: The Swedish Experience,” Journal of Marketing, Vol.56, No.1, January, pp.6-21.
Fredericks, Joan O. and James M. SalterII (1995), “Beyond Customer Satisfaction.” Management Review 84: 29-32.
Garvin, David A. (1984), “What Does Product Quality Really Mean,” Sloan Management Review, Fall, pp.25-43.
Gronroos, Christin (1984), “A Service Quality Model and its Marketing Implications,” European Journal of Marketing, Vol.18, No.4, pp.37-45.
Guest, Lester P. (1955), “Brand Loyalty-Twelve Years Later,” Journal of Applied Psychology, Vol.39, 1955, pp.405-408.
Heskett, James L., Thomas O. Jones, Gary W. Loveman, W Earl Jr Sasser and Leonard A. Schlesinger (1994), “Putting The Service-Profit Chain To Work,” Harvard Business Review, Vol. 72, No. 2, March-April, pp. 164-172.
Jacoby, Jacob (1971), “A Model of Multi Brand Loyal,” Journal of Adverting Research, Vol.11, pp.25-30.
Kolodinsky, Jane (1996), “Consumer Satisfaction with Managed Health Care,” Consumer Interest Annual, Vol.42, pp.97-104.
Kotler, Philip (1996), “Marketing Management: Analysis, Planning, Implementation, and Control, 9thed,” Prentice-Hall Inc.
Lehtinen, Uolevi and Jarmo R. Lehtinen (1991), “Two Approachs to Service Quality Diminions,” Service Industries Journal, Vol.11, No3, July, pp.287-303.
Lewis, Barbara R. and Mitchell, Vincent W. (1990), “Defining and Measuring the quality of Customer Service,” Marketing Intelligence and Planning, Vol.8, pp.11-17.
Lovelock, Christopher C. (1983), ”Classifying Service to Gain Strategic Marketing Insights,” Journal of Marketing, Vol.47, pp.9-20.
Monroe, Kent B. and Joseph. P. Guiltinan (1975) “A Path-Analytic Exploration of Retail Patronage Influences,” Journal of Consumer Research, Vol.2, pp.19-28.
Neal, William D (1999), “Satisfaction is Nice, but Value Drives Loyalty,” Marketing Reasearch, Vol.11, pp.20-23.
Oliver, Richard L. (1980), “A Cognitive Model of the Antecedents and ConSquare of Satisfaction Decisions,” Journal of Marketing Research, Vol.17, November, pp.460-9.
Parasuraman, A., Leonard L. Berry, and Valarie A. Zeithaml (1988), “Comminucation and Control Processes in the Delivery of Service Quality,” Journal of Marketing, Vol.52, April, pp.35-48.
Parasuraman, A., Leonard L. Berry, and Valarie A. Zeithaml (1991),“Understanding Customer Expectations of Service,” Sloan Management Review, Spring, pp.39-48.
Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry (1985), “A Conceptual Model of Service Quality and Its implications for Future Research,” Journal of Marketing, Vol.49, Fall, pp.41-50.
Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry (1988), “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality,” Journal of Retailing, Vol.64, No.1, Springl, pp.12-40.
Selnes, Fred (1993), “An Examination of the Effect of Product performance on Brand Reputation, Satisfaction and Loyalty,” European Journal of Marketing, Vol27, No9, pp.19-35.
Shostack, Lynn (1977), “Breaking Free from Product Marketing,” Journal of Marketing, Vol.41, April, pp.73-80.
Stum, David L and Alain Thiry (1991), “Building Customer Loyalty,” Training and Development Journal, Vol.45, pp.34-36.
Westbrook, Robert A. (1981), “Sources of Consumer Satisfaction with Retail Outlets, ”Journal of Retaillig, Fall, pp57.
Zeithaml, Valarie A. (1988), “Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence,” Journal of Marketing, Vol.52, July, pp.2-22.
Zeithaml, Valarie A. and Mary Jo Bitner (1996), “Service Marketing,” Mcgraw-Hill.
Zeithaml, Valarie A., A. Parasuraman, and Leonard L. Berry, (1985), “Problem and Strategies in Service Marketing,” Journal of Marketing, Vol.49, Spring, pp.33-46.		zh_TW