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題名：產品品質外在屬性訊號、產品知識與顧客滿意之整合分析--以臺北市筆記型電腦消費者為例
書刊名：輔仁管理評論
作者：林隆儀／鄭君豪
作者(外文)：Lin, Long-yi／Jeng, Howard
出版日期：2005
卷期：12:1
頁次：頁65-92
主題關鍵詞：顧客滿意；期望績效；實際績效；產品知識；產品品質外在屬性訊號；Customer satisfaction；Expected performance；Perceived performance；Product knowledge；Extrinsic product quality attribute signal
原始連結：連回原系統網址new window
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  • 被引用次數被引用次數:期刊(1) 博士論文(2) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:1
  • 共同引用共同引用:67
  • 點閱點閱:29
顧客滿意是企業經營成功的關鍵因素之一，近年來頗受企業界的重視。本研究探討消費者購買筆記型電腦後的顧客滿意評價腎其影響因心，深入分析產品質外在屬性訊號、消費者的期望績效、實際績麥等對顧客滿意的影響效果，以及產品知識對產品品質外在屬性訊路與發出來的顧客滿意模型，研究結果發現：(1)產品品質外在屬性訊號中，廣告與品牌形象會正向且顯著的影響期望績效。(2)期望績效會正向且顯著的影響實際績效，而影響顧客影意的直接效果不顯著，但透過實際績效則影響顧客滿意的總效果為最大。(3)產品知識對產品品質外在屬性訊號與期望會有部分干擾效果。
Customer satisfaction is one of the key successful factors of business operation, and has increasing importance in recent years. The main purpose of this study is to test the evaluation of customer satisfaction and factors that influence customer satisfaction after they brought the products-notebook computer. Furthermore, the study deeply analysis the influences of extrinsic product quality signal, customers’ expected performance, perceived performance on customer satisfaction, and the interference effect of product knowledge between extrinsic product quality signal and expect4ed performance. This study uses personal interview to collect primary data, the LISREL method was used to verify customer satisfaction structure model that developed in this study. We conclude the following three findings: (1) Advertising and brand image in extrinsic product quality signal would significant and proportionally affect customers’ expected performance. (2) Customers’ expected performance that would significant and positively affect customers’ perceived performance, but the direct effect on customer satisfaction is not significant. however, the effect of customers’ perceived performance affect customer satisfaction is proportionally significant and huge. (3) The relationship of product knowledge between extrinsic product quality signal and the customers’ expected performance do contain partial interference effect.
期刊論文
1.Bearden, W. O.、Teel, J. E.(198302)。Selected Determinants of Customer Satisfaction and Complaint Reports。Journal of Marketing Research，20(2)，21-28。  new window
2.Milgrom, Paul、Roberts, John(1986)。Price and Advertising Signals of Product Quality。Journal of Political Economy，94(4)，796-821。  new window
3.Bilkey, W. J.、Nes, E.(1982)。Country of Origin effects on Product Evaluation。Journal of International Business Studies，13(1)，89-99。  new window
4.Brucks, Merrie(1985)。The effects of product class knowledge on information search behavior。Journal of Consumer Research，12(1)，1-16。  new window
5.Steenkamp, Jan-Benedict E. M.(1988)。The Relation Between Price and Quality in the Marketplace。De Economic，136(4)，491-507。  new window
6.Olshavsky, Richard W.、Miller, John A.(1972)。Consumer Expectation, Performance, and Perceived Product Quality。Journal of Marketing Research，9(1)，19-21。  new window
7.Kirmani, A.、Wright, P.(1989)。Money Talk: Perceived Advertising Expense and Expected Product Quality。Journal of Customer Research，16，344-353。  new window
8.Moore, W. L.、Lehmann, D. R.(1980)。Individual Differences in Search Behavior For a Nondurable。Journal of Consumer Research，7，296-307。  new window
9.Curry, David. J.、Faulds, David J.(1986)。Indexing Product Quality: Issues, Theory and Results。Journal of Consumer Research，13(1)，134-145。  new window
10.Olson, Jerry C.、Dover, Phillip(1976)。Effect of Expectations, Product Performance, and Disconfirmation on Belief Elements of Cognitive Structures。Advances in Consumer Research，3，168-175。  new window
11.黃恆獎、李佳璋(19970800)。產品績效指標、消費滿意度及購後行為之整合分析。臺大管理論叢，8(1)，25-58。new window  延伸查詢new window
12.Yi, Youjae(1993)。The Determinants of Consumer Satisfaction: the Moderating Role of Ambiguity。Advances in Consumer Research，20(1)，502-506。  new window
13.邱志聖、巫立宇、陳仲熙(20010600)。產品知識及來源國形象對顧客滿意度之影響--Elaboration Likelihood Model之理論應用。管理學報，18(2)，185-212。new window  延伸查詢new window
14.Bettman, James R.、Park, C. Whan(1980)。Effects of Prior Knowledge and Experience and Phase of the Choice Process on Consumer Decision Processes: A Protocol Analysis。Journal of Consumer Research，7(3)，234-248。  new window
15.Sujan, M.(1985)。Consumer Knowledge: Effects on Evaluation Strategies Mediating Consumer Judgements。Journal of Consumer Research，12(1)，31-46。  new window
16.陳正男、丁學勤(20010800)。融入技術服務、功能服務於顧客滿意度模式之研究。交大管理學報，21(2)，113-146。new window  延伸查詢new window
17.Johnson, Michael D.、Fornell, Claes(1991)。A framework for comparing customer satisfaction across individuals and product categories。Journal of Economic Psychology，12(2)，267-286。  new window
18.Cadotte, Ernest R.、Woodruff, Robert B.、Jenkins, Roger L.(1987)。Expectations and Norms in Models of Consumer Satisfaction。Journal of Marketing Research，24(3)，305-314。  new window
19.Fornell, Claes、Johnson, Michael D.、Anderson, Eugene W.、Cha, Jaesung、Bryant, Barbara Everitt(1996)。The American Customer Satisfaction Index: Nature, Purpose, and Findings。Journal of Marketing，60(4)，7-18。  new window
20.Westbrook, Robert A.(1980)。A Rating Scale for Measuring Product/Service Satisfaction。Journal of Marketing，44(4)，68-72。  new window
21.Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research，2(3)，244-249。  new window
22.Oliver, Richard L.、DeSarbo, Wayne S.(1988)。Response Determinants in Satisfaction Judgments。Journal of Consumer Research，14(4)，495-507。  new window
23.Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research，19(4)，491-504。  new window
24.Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing，57(3)，25-48。  new window
25.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing，49(4)，41-50。  new window
26.Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research，17(4)，460-469。  new window
27.Zeithaml, Valarie A.(1988)。Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence。Journal of Marketing，52(3)，2-22。  new window
28.Rao, Akshay R.、Monroe, Kent B.(1988)。The Moderating Effect of Prior Knowledge on Cue Utilization in Product Evaluations。Journal of Consumer Research，15(2)，253-264。  new window
會議論文
1.Swan, John E.、Trawick, I. Fredrick(1980)。Inferred and Perceived Disconfirmation in Consumer Satisfaction。The AMA Educators' Conference。Chicago。97-101。  new window
2.Czepiel, John A.、Larry, J. Rosenberg、Akerele, Adebayo(1974)。Perspectives on Consumer Satisfaction119-123。  new window
學位論文
1.林淑萍(2002)。航空公司網路訂位售票行銷策略與顧客滿意度之研究--以國內航線為例(碩士論文)。南華大學，嘉義縣。  延伸查詢new window
2.徐德麟(1989)。台北市汽車購買者購買前資訊蒐集行為及其對廠商行銷策略影響之研究(碩士論文)。國立政治大學。  延伸查詢new window
3.周正賢(1984)。汽車購買者資訊收集行為模式探討(碩士論文)。國立政治大學。  延伸查詢new window
4.陳建維(1990)。台灣自用轎車業新產品預告策略之研究(碩士論文)。國立臺灣大學。  延伸查詢new window
5.蘇明芳(1999)。航空公司與旅行業間關係銷售行為之研究(碩士論文)。中國文化大學。  延伸查詢new window
6.謝堅宏(1997)。臺北地區筆記型電腦品牌忠誠度之研究(碩士論文)。國立中興大學。  延伸查詢new window
7.梁瓊如(1992)。消費者評估服務品質與價值之多階段模型以銀行業為實證研究對象(碩士論文)。國立臺灣大學。  延伸查詢new window
8.林若慧(1998)。旅行業組織關係行為之研究(碩士論文)。中國文化大學。  延伸查詢new window
9.林陽助(1996)。顧客滿意度決定模型與效果之研究--台灣自用小客車之實證(博士論文)。國立臺灣大學。new window  延伸查詢new window
圖書
1.陳順宇(2004)。多變量分析。台北：華泰書局。  延伸查詢new window
2.Kotler, Philip J.(1991)。Marketing Management: analysis, Planning, Implementation and Control。Prentice-Hall。  new window
3.周文賢(2002)。多變量統計分析：SAS/STAT使用方法。智勝文化事業有限公司。  延伸查詢new window
4.Engel, J. F.、Blackwell, R. D.、Miniard, P. W.(1995)。Consumer behavior。The Dryden。  new window
圖書論文
1.Oliver, Richard L.(1979)。Product Satisfaction as a Function of Expectation and Subsequent Disconfirmation: New Evidence。New Dimensions of Consumer Satisfaction and Complaining Behavior。Bloomington：Indiana University。  new window
2.Oliver, Richard L.(1977)。A Theoretical Reinterpretation of Expectation and Disconfirmation Effect on Posterior Product Evaluation: Experience in Field。Consumer Satisfaction, Dissatisfaction and Complaining Behavior。Bloomington：Indiana University。  new window
 
 
 
 
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