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題名:滿意度指標之比較研究
書刊名:顧客滿意學刊
作者:簡德金 引用關係鄭煒才簡子睿
作者(外文):Chien, Te-kingJheng, Wei-caiChien, Tzu-jui
出版日期:2008
卷期:4:2
頁次:頁149-175
主題關鍵詞:滿意度指標比較研究手機功能SatisfactionIndexComparison researchMobile phone function
原始連結:連回原系統網址new window
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  • 共同引用共同引用:26
  • 點閱點閱:26
由於,顧客滿意度能具體呈現顧客需求傾向,及作爲企業獲利與競爭優勢之重要參考指標。故近年來,有不少學者相繼提出各種指標,並證明該指標的實用性。但從各指標之意義與計算過程,卻難免令人懷疑,各指標所提供的分析結果,是否具有一致性。爲此,本研究透過(1)文獻回顧,以說明四種類別八項指標之意涵、運算公式與適用性;(2)比較各類及其滿意度指標之間的優缺點;(3)透過行動電話功能構面與項目之實際調查,檢驗各功能項目在不同指標下,改善順位的一致性;(4)討論調查結果所呈現之意涵,以說明及比較目前學者所提出指標之特性與優缺點。研究結果顯示,各類指標之易用度,依序是第I類、第Ⅱ類,以及第Ⅲ、Ⅳ類。而預測能力之精確度上,依序是第Ⅲ類、第Ⅳ類、第Ⅱ類,以及第I類。但總體而言,各指標下所提供的改善順位,呈現莫衷一是的現象。而這樣的結果,不僅令人懷疑各學者所提出滿意度指標的合理性,同時,也令決策者無所依循。
In terms of customer satisfaction can present concretely customer’s demand trend and is also the important reference index with enterprise profit and competition. So the recent years, many scholars propose all kinds of indexes to approve the practicability of the aforesaid index. But from the meaning and calculation process of each index, cause unavoidably doubt, what each index provide analysis result, whether has consistency. Therefore this research will: (1) look through the document review to explain the meaning, operation formula and serviceability of four categories and eight indexes; (2) compare all kind of advantage and disadvantage between the satisfaction indices; (3) through the actual survey of mobile phone function factors (items), examine each function item under the different index, how about the consistency of improvement order; (4) discuss the meaning of survey result to explain and compare the strength and weakness of index characteristics that scholars proposed. The results of research show that the easy use of all kind of indices is from category I, Ⅱ then category Ⅲ and Ⅳ; but from the accuracy of estimating ability, is from category Ⅱ, Ⅲ, Ⅳ, and I. In generally, the improvement order that each index provide, present different view, such as result, not only cause suspicion the rationality of satisfaction that each scholar propose, in the meantime, also makes the decision-maker no way to follow.
期刊論文
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11.Huiskonen, J.、Pirttila, T.(1998)。Sharpening Logistics Customer Service Strategy Planning by Applying Kano's Quality Element Classification。International Journal of Production Economics,56/57(1),253-260。  new window
12.Barsky, Jonathan D.、Labagh, Richard(1992)。A strategy for customer satisfaction。The Cornell Hotel and Restaurant Administration Quarterly,33(5),32-40。  new window
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14.Fonvielle, W.(1997)。How to Know What Customers Really Want。Training and Development,51(9),40-44。  new window
15.Kuo, Y. F.(2004)。Integrating Kano's model into web-community service quality。Total Quality Management and Business Excellence,15(7),925-939。  new window
16.Matzler, K.、Fuchs, M.、Schubert, A. K.(2004)。Employee Satisfaction: Does Kano's Model Apply?。Total Quality Management & Business Excellence,15(9/10),1179-1198。  new window
17.Yang, C. C.(2003)。Establishment and applications of the integrated model of service quality measurement?。Managing Service Quality: An International Journal,13(4),310-324。  new window
18.Kaiser, H. F.(1958)。The varimax criterion for analytic rotation in factor analysis。Psychometrika,23(3),187-200。  new window
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20.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
21.Keaveney, Susan M.(1995)。Customer Switching Behavior in Service Industries: An Exploratory Study。Journal of Marketing,59(2),71-82。  new window
22.Fornell, Claes、Larcker, David F.(1981)。Evaluating Structural Equation Models with Unobservable Variables and Measurement Error。Journal of Marketing Research,18(1),39-50。  new window
23.Berger, C.、Blauth, R.、Boger, D.、Bolster, C.、Burchill, G.、DuMouchel, W.、Pouliot, F.、Richter, R.、Rubinoff, A.、Shen, D.、Timko, M.、Walden, D.(1993)。Kano's Methods for Understanding Customer-defined Quality。The Center for Quality Management Journal,2(4),3-36。  new window
24.Matzler, Kurt、Hinterhuber, Hans H.(1998)。How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment。Technovation,18(1),25-38。  new window
25.湯玲郎、陸思穎(20040900)。以Kano模式探討國內手機功能與服務品質之研究。品質學報,11(3),193-205。new window  延伸查詢new window
26.湯玲郎、蔡瑋真、陳玫燕(20071200)。大學院校學生事務處服務品質與滿意度之研究--以元智大學為例。品質學報,14(4),377-388。new window  延伸查詢new window
27.Wathne, Kenneth H.、Biong, Harald、Heide, Jan B.(2001)。Choice of Supplier in Embedded Markets: Relationship and Marketing Program Effects。Journal of Marketing,65(2),54-66。  new window
28.Power, C.(1992)。Smart Selling: How Companies are Winning over Today's Tougher Customer。Business Week,8(3),46。  new window
會議論文
1.李元墩、吳幸容、郭純真、盧薇如(2003)。行動電話消費者市場區隔之研究:以台南市為實証(會議日期: 民國九十二年六月十四日)。台北:私立銘傳大學。611-628。  延伸查詢new window
2.張志平、黎欣怡、林文寶(2004)。應用品質機能展開於醫院整體服務品質之研究。第十屆全國品質管理研討會,(會議日期: 民國九十三年十一月十六日)。高雄:國立高雄大學。1-10。  延伸查詢new window
3.Czepiel, Aiello、Rosenberg, Larry J.(1976)。Consumer Satisfaction: Toward an Integrative Framework。Southern Marketing Association,169-171。  new window
圖書
1.Bateson, J. E. G.(1995)。Managing services marketing。Orlando。  new window
2.Hammer, M.(2002)。The Agenda: What Every Business Must Do to Dominate The Decade。New York, NY:Common Wealth Magazine Co.。  new window
3.Goldratt, E. M.(1990)。Theory of Constraints。Corton-on-Hudson, NY.。  new window
4.Kalakota, Ravi、Robinson, Marcia(2001)。E-Business 2.0: Roadmap for Success。Addison-Wesley。  new window
5.Souder, W. E.(1987)。Managing New Product Innovations。Lexington, MA:Lexington Books。  new window
6.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
其他
1.Elaine, G.,Caroline, A.(2001)。Student Satisfaction Survey Gap Analysis,http://www.uc.edu/InstitutionalResearch/pdf_files/research_assessment/StudentSatisfactionInventory/sss01gap.pdf.。  new window
圖書論文
1.Pfaff, Martin(1977)。The Index of Consumer Satisfaction Measurement Problem and Opportunity。The Conceptualization of Consumer Satisfaction and Dissatisfaction。Cambridge:Marketing Science。  new window
 
 
 
 
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