淡江大學機構典藏:Item 987654321/51937

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    题名: 服務品質、顧客滿意度及顧客忠誠度關係之研究 : 以臺灣臺北市天母地區百貨公司為例
    其它题名: A study of relationship among service quality, customer satisfaction and customer loyalty : case study of department stores in Tien-Mu, Taipei, Taiwan
    作者: 江家銘;Jiang, Jia-ming
    贡献者: 淡江大學管理科學研究所碩士班
    楊維楨
    关键词: 百貨公司;服務品質;顧客滿意度;顧客忠誠度;Department Stores;Service Quality;Customer Satisfaction;Customer Loyalty
    日期: 2010
    上传时间: 2010-09-23 16:16:47 (UTC+8)
    摘要: 2008年金融恐慌以來，台灣經濟景氣持續低迷。但台灣百貨業前三大品牌之ㄧ的太平洋崇光SOGO百貨公司卻於2009年5月在台北市天母開設新館，此舉無疑是向百貨同業投下了震撼彈；也引發本研究的興趣。
    本研究主要在探討百貨業服務品質、顧客滿意度及顧客忠誠度之間的關連性，以問卷調查的實證方式，共計發放300份問卷，有效回收問卷為283份，所得之結論如下:
    一、北市天母百貨業服務品質對顧客滿意度具有正向關係。
    二、北市天母百貨業服務品質對顧客忠誠度具有正向關係。
    三、北市天母百貨業顧客滿意度對顧客忠誠度具有正向關係。
    四、顧客滿意度在服務品質與顧客忠誠度之間具有中介的效果。
    五、人口統計變數的差異，對消費者所知覺的服務品質好壞，會有
    所影響。
    With the monetary crisis since 2008, the economy continues to boom murkily in Taiwan, but Taiwan general merchandise industry top three big brands - the Pacific Ocean Chongguang SOGO Department store actually opened their new branches in May, 2009 in the Tien-Mu,Taipei. This act without doubt shocks its opponents in the field, also initiates the interest of this research.
    This research mainly discusses the relationship among service quality, customer satisfaction and customer loyalty of department stores in Tien-Mu,Taipei,Taiwan, by means of questionnaire survey in real diagnosis way, with total 300 copies, and the effective recycle number of questionnaires is 283. The obtained conclusion is as follows:
    1.The general merchandise industry service quality has the
    positive relations to the customer satisfaction.
    2.The general merchandise industry service quality has the
    positive relations to the customer loyalty.
    3.The general merchandise industry customer satisfaction
    has the positive relations to the customer loyalty.
    4.The customer satisfaction has the intermediary effect
    between the service quality and the customer loyalty.
    5.The population statistics variable''s difference, meets
    consumer consciousness''s influence of service
    quality.
    显示于类别:[管理科學學系暨研究所] 學位論文

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