台灣近年生育率降低，即將邁入高齡化的社會型態，寵物已成為心靈寄託，寵物帶來的無限商機不容小覷，本研究以飼主角度為出發點，就寵物美容業為例，探討「服務品質、知覺價值、顧客滿意度與顧客忠誠度」之關聯性，透過發放問卷回收分析結果如下： 1.服務品質對顧客滿意度具有正向影響。 2.服務品質對知覺價值具有正向影響。 3.知覺價值對顧客滿意度具有正向影響。 4.知覺價值對顧客忠誠度具有正向影響。 5.顧客滿意度對顧客忠誠度具有正向影響。 6.服務品質對顧客忠誠度具有正向影響。 Taiwan’s fertility rate has declined in recent years and is about to enter an aging society. Pets have become a spiritual sustenance. The unlimited business opportunities brought by the pets are not to be underestimated. This study focuses on the perspective of pet owners. It explores the relationship among service quality, perceived value, customer satisfaction and customer loyalty in the pet grooming industry. The analysis results are as follows:
1. Service quality positively influences customer satisfaction. 2. Service quality positively influences perceived value. 3. Perceived value positively influences customer satisfaction. 4. Perceived value positively influences customer loyalty. 5. Customer satisfaction positively influences customer loyalty. 6. Service quality positively influences customer loyalty.
