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    題名: 服務便利性對服務滿意評價影響之研究 : 以量販店為例
    其他題名: The impact of service convenience on service evaluation in warehousing
    作者: 高莉智;Kao, Li-chih
    貢獻者: 淡江大學國際貿易學系國際企業學碩士班
    曾義明;Tseng, Yi-ming
    日期: 2005
    上傳時間: 2010-01-11 01:23:56 (UTC+8)
    摘要: 現代人的生活忙碌,休閒時間較以往來得少,也因此使得消費者日益重視購買產品及服務的便利性。然而,對於消費者知覺的服務便利性而言,企業的行銷活動與作業內容能夠產生很大的影響,在諸多企業相關因素中,以服務系統設計和服務環境對消費者知覺的服務便利性能夠產生較大的影響。除此之外,消費者知覺的服務便利性,會對服務的整體評價產生影響,尤其是在服務滿意評價方面。本研究即在探討,消費者在購買或使用服務時,企業的服務系統設計以及服務環境如何影響消費者知覺的服務便利性。以及消費者知覺的服務便利性對服務滿意評價的影響。研究結果發現:(1)當企業的服務環境所提供的周邊設施愈便利時,消費者知覺的決策便利性會愈高。(2)當消費者愈能正確地得知想要購買商品的資訊時,消費者知覺的決策便利性會愈高。(3)消費者知覺的服務便利性愈高,則服務的滿意評價會愈高。(4)對有售後經驗的消費者而言,售後便利性是影響消費者對服務滿意評價的重要關鍵因素。(5)對没有售後經驗的消費者而言,決策便利性才是影響服務滿意評價的重要關鍵因素。最後建議:企業要增進消費者知覺的服務便利性,必須站在消費者的立場來設計服務系統以及服務環境。企業必須將服務的無形性有形化,提供有形的證據來幫助消費者做決策;另外,企業必須檢視本身的售後服務系統,做到簡化流程,縮短消費者取得後續服務的時間。
    The demand for service convenience reflects several trends, including increasing numbers of women in the workforce and consumer perceptions of limited time. However, service convenience is affected by a variety of firm-related factors, including the physical service environment and service system design. Perceptions of service convenience affect consumers’ overall evaluation of the service. Our focus in this research is service convenience, we consider how the firm-related factors influence consumers’ convenience perceptions. Furthermore, we analyze the relationship between service convenience and service evaluation.The findings include: (1) Consumers’ perception of decision convenience will be higher for service firms whose environment provide more convenient service facility distractions and enhancements. (2) Consumers’ perceptions of decision convenience will be higher when they receive information that reduces their uncertainty about products they wish to buy. (3) Consumers’ convenience perception affect their satisfaction with the service. (4) For some consumers who have postpurchase experiences, the postbenefit convenience is the critical factor to service evaluation. (5) For some consumers who have not postpurchase experiences, the decision convenience is the critical factor to service evaluation. Finally, we suggest that service firms can reduce the difficulty through clear information and brand-strengthening efforts that include reliable service performance. Furthermore, well-designed service systems can optimize staffing and expedite checkout.
    顯示於類別:[國際企業學系暨研究所] 學位論文

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