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題名：服務品質、知覺價值、滿意度與顧客忠誠度之研究--以高雄市真愛碼頭觀光船為例
書刊名：旅遊管理研究
作者：陳勁甫 引用關係／曾文祥／郭文凱
作者(外文)：Chen, Ching-fu／Tzeng, Wen-siang／Kuo, Wen-kai
出版日期：2008
卷期：8:1
頁次：頁59-75
主題關鍵詞：服務品質；知覺價值；滿意度；顧客忠誠度；觀光船；Service quality；Satisfaction；Perceived value；Customer loyalty；Tourist cruise
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(9) 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:9
  • 共同引用共同引用:0
  • 點閱點閱:101
本研究目的在瞭解服務品質、滿意度、知覺價值與顧客忠誠度之間的影響關係，並針對高雄市真愛碼頭觀光船乘客進行調查。本研究採取問卷調查法，問卷內容第一部份為服務品質的調查，第二部份是針對整體評價的調查，第三部份為受訪者基本資料。問卷共發放142份，回收有效樣本為108份，回收率為76％。資料分析方法有描述性統計、因素分析、信度分析、確認性因素分析、結構方程模式。研究主要結論如下：一、服務品質直接正向影響滿意度，且透過知覺價值間接正向影響滿意度。二、知覺價值不會直接影響顧客忠誠度，而是透過滿意度間接影響顧客忠誠度。三、滿意度會直接高度正向影響顧客忠誠度。相關管理意涵亦在本文中討論。
The purpose of this study was to explore the relationships between service quality, satisfaction, perceived value and customer loyalty as expressed by tourists who took tourist cruise at True Love Dock in Kaohsiung. The data was collected by questionnaire and analyzed by statistical methods, including factor analysis、reliability analysis, confirmatory factor analysis (CFA) and structural equation modeling (SEM). A total number of 108 usable samples was obtained from 142 respondents, yielding a rate of 76 percent. The major results are: First, service quality is found to exert not only a direct positive effect on satisfaction but also an indirect effect mediated by perceived value. Second, perceived value does not appear to have a direct effect on customer loyalty while an indirect effect exists by the meditation of satisfaction. Third, satisfaction is found to exert a direct, positive effect on customer loyalty. Managerial implications are also discussed in this paper.
期刊論文
1.Tarn, J. L. M.(1999)。The effects of service quality, perceived value and customer satisfaction on behavioural intentions。Journal of Hospitality and Leisure Marketing，6(4)，31-43。  new window
2.de Ruyter, Ko D.、Bloemer, Jose、Peetets, Pascal(1997)。Merging service quality and service satisfaction: An empirical test of an integrative model。Journal of Economic Psychology，18(4)，387-406。  new window
3.Petrick, J. F.(2004)。The roles of quality, value, and satisfaction in predicting cruise passengers' behavioral intentions。Journal of Travel Research，42(4)，397-407。  new window
4.Oliver, R. L.(1999)。Whence consumer loyalty?。Journal of Marketing，63，33-44。  new window
5.Grewal, D.、Monroe, K. B.、Krishnan, R.(1998)。The effects of price-comparisons advertising on buyers' perceptions of acquisition value, transaction value, and behavioral intentions。Journal of Marketing，62(2)，46-59。  new window
6.Woodruff, R. B.、Clemons, D. S.、Schumann, D. W.、Gardial, S. F.、Emest, R. C.、Jenkins, R. L.(1983)。Modeling Consumer Satisfaction Processes Using Experience-Based Norms。Journal of Marketing Research，20(3)，296-304。  new window
7.Bojanic, D. C.(1996)。Consumer Perceptions of Price, Value and Satisfaction in the Hotel Industry: An Exploratory Study。Journal of Hospitality and Leisure Marketing，4(1)，5-22。  new window
8.Høst, Viggo、Knie‐Andersen, Michael(2004)。Modeling customer satisfaction in mortgage credit companies。International Journal of Bank Marketing，22(1)，26-42。  new window
9.Baker, D. A.、Crompton, J. L.(2000)。Quality, satisfaction and behavioral intention。Analysis of Tourism Research，27(3)，785-804。  new window
10.Carman, James M.(1990)。Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions。Journal of Retailing，66(1)，33-55。  new window
11.Yang, Zhilin、Peterson, Robin T.(2004)。Customer Perceived Value, Satisfaction, and Loyalty: The Role of Switching Costs。Psychology & Marketing，21(10)，799-822。  new window
12.Prus, Amanda、Brandt, D. Randall(1995)。Understanding Your Customers: What You Can Learn from a Loyalty Index。Marketing Tools，2(5)，10-14。  new window
13.Spreng, Richard A.、Mackenzie, Scott B.、Olshavsky, Richard W.(1996)。A Reexamination of the Determinants of Consumer Satisfaction。Journal of Marketing，60(3)，15-32。  new window
14.Oh, Haemoon(1999)。Service Quality, Customer Satisfaction, and Customer Value: A Holistic Perspective。International Journal of Hospitality Management，18(1)，67-82。  new window
15.Dimitriades, Zoe S.(2006)。Customer satisfaction, loyalty and commitment in service organizations: Some evidence from Greece。Management Research News，29(12)，782-800。  new window
16.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
17.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing，64(1)，12-40。  new window
18.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science，12(2)，125-143。  new window
19.Boulding, William、Kalra, Ajay、Staelin, Richard、Zeithaml, Valarie A.(1993)。A Dynamic Process Model of Service Quality: From Expectation to Behavioral Intentions。Journal of Marketing Research，30(1)，7-27。  new window
20.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
研究報告
1.Teas, R. K.、Agarwal, S.(1997)。Quality cues and Perception of Value: an examination of the mediation effects of quality and sacrifice perception。Iowa State University。  new window
圖書
1.Hair, J. F.、Black, W. C.、Babin, B. J.、Anderson, R. E.、Tatham, R. L.(2006)。Multivariate date analysis。Upper Saddle River, NJ：Pearson Education Press。  new window
2.Zeithaml, Valarie A.、Bitner, Mari Jo(1996)。Services Marketing。New York, NY：McGraw-Hill。  new window
 
 
 
 
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