臺灣人文及社會科學引文索引資料庫系統

:::

詳目顯示

回上一頁
第 1 筆 / 總合 1 筆   第一頁 上一頁 下一頁 最後一頁
/1頁
題名：臺灣國際觀光旅館服務品質、信任與顧客忠誠度關係之實證研究
書刊名：運動與遊憩研究
作者：陳建成／陳建佑
作者(外文)：Chen, Chien-cheng／Chen, Chien-yu
出版日期：2008
卷期：3:2
頁次：頁163-181
主題關鍵詞：服務品質；信任；顧客忠誠度；國際觀光旅館；問卷調查；Service quality；Trust；Customer loyalty；International tourist hotel；Questionnaire
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(6) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:6
  • 共同引用共同引用:16
  • 點閱點閱:101
本研究旨在探討臺灣國際觀光旅館服務品質對顧客忠誠度之關係，服務品質對信任之關係，以及信任對顧客忠誠度之關係分別加以探討，接著再進一步探討服務品質、信任以及顧客忠誠度三者之綜合關係。本研究採用問卷調查方式進行實證，總共發放300份問卷，回收有效問卷222份。首先，透過因素分析進行關鍵因素的萃取，接著採用複迴歸分析驗證本研究各變項的影響關係。本研究實證結果發現如下：(1)服務品質對顧客忠誠度呈現正向直接影響；(2)服務品質對信任呈現正向直接影響；(3)信任對顧客忠誠度呈現正向直接影響；(4)臺灣國際觀光旅館的服務品質會透過服務價值而對顧客忠誠度產生中介影響。
The major purpose of this study is to explore the relationships among service quality, trust and customer loyalty. Extensive literature review was done to identify key dimensions of the research variables and to build up the research framework. 300 questionnaires were issued and received responses 222 effective responses. First, analyzed the data by factor analysis to find out key factors, and then we used multiple regression analysis to measure the relationship amongst the variables. The major finding of this study includes: (1) The service quality has positive direct effect on customer loyalty; (2) The service quality has positive direct effect on trust; (3) The trust has positive direct effect on customer loyalty; and (4) The trust has positive interaction effect on service quality and customer loyalty.
期刊論文
1.Briggs, S.、Sutherland, J.、Drummond, S.(2007)。Are hotels serving quality? An exploratory study of service quality in the Scottish hotel sector。Tourism Management，28(4)，1006-1019。  new window
2.Atuahene-Gima, K.、Murray, J. Y.(2004)。Antecedents and outcomes of marketing strategy comprehensiveness。Journal of Marketing，68(4)，33-46。  new window
3.Rosanas, J. M.、Velilla, M.(2003)。Loyalty and Trust as the Ethical Bases of Organizations。Journal of Business Ethics，44(1)，49-59。  new window
4.Wilkins, H.、Merrilees, B.、Herington, C.(2007)。Towards an understanding of total service quality in hotels。International Journal of Hospitality Management，26(4)，840-853。  new window
5.Tsang, N.、Qu. H.(2003)。Service quality in China's hotel industry: A perspective from tourists and hotel managers。International Journal of Contemporary Hospitality Management，12(5)，316-335。  new window
6.Coulter, Keith S.、Coulter, Robin A.(2002)。Determinants of trust in a service provider: The moderating role of length of relationship。Journal of Services Marketing，16(1)，35-50。  new window
7.Ruyter, K.、Moorman, L.、Lemmink, J. J.(2001)。Antecedents of Commitment and Trust in Customer-Supplier Relationships in High Technology Markets。Industrial Marketing Management，30(3)，271-286。  new window
8.Baron, R. M.、Kenny, D. A.(198612)。The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations。Journal of Personality and Social Psychology，51(6)，1173-1182。  new window
9.葉源鎰、王婷穎(20011200)。高雄地區國際觀光旅館之關係品質與顧客再宿意願之相關性研究。戶外遊憩研究，14(4)，77-101。new window  延伸查詢new window
10.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1988)。SERVQUAL: multipule-item scale for measure consumer perceptions of service quality。Journal of Retailing，64(1)，12-40。  new window
11.Parasuraman, Anantharanthan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1991)。Refinement and Reassessment of the SERVQUAL Scale。Journal of Retailing，67(4)，420-450。  new window
12.Singh, Jagdip、Sirdeshmukh, Deepak(2000)。Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments。Journal of the Academy of Marketing Science，28(1)，150-167。  new window
13.Ribbink, Dina、van Riel, Allard C. R.、Liljander, Veronica、Streukens, Sandra(2004)。Comfort Your Online Customer: Quality, Trust and Loyalty on the Internet。Managing Service Quality: An International Journal，14(6)，446-456。  new window
14.Shankar, Venkatesh、Smith, Amy K.、Rangaswamy, Arvind(2003)。Customer Satisfaction and Loyalty in Online and Offline Environments。International Journal of Research in Marketing，20(2)，153-175。  new window
15.Podsakoff, Philip M.、Organ, Dennis W.(1986)。Self-Reports in Organizational Research: Problems and Prospects。Journal of Management，12(4)，531-544。  new window
16.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
17.Schoorman, F. David、Mayer, Roger C.、Davis, James H.(2007)。An Integrative Model of Organizational Trust: Past, Present, and Future。Academy of Management Review，32(2)，344-354。  new window
18.Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review，73(6)，88-99。  new window
19.Podsakoff, Philip M.、MacKenzie, Scott B.、Lee, Jeong-Yeon、Podsakoff, Nathan P.(2003)。Common method biases in behavioral research: A critical review of the literature and recommended remedies。Journal of Applied Psychology，88(5)，879-903。  new window
圖書
1.Hair, J. F.、Anderson, R. E.、Tatham, R. L.、Black, W. C.(1995)。Multivariate data analysis with readings。Upper Saddler River, NJ：Prentice-Hall。  new window
2.張劭勳(2001)。研究方法。台中：滄海書局。  延伸查詢new window
3.Yin, Robert K.(2003)。Case Study Research: Design and Methods。Sage Publications。  new window
4.Kotler, Philip、Ang, S. H.、Leong, S. M.、Tan, C. T.(2003)。Marketing management: An Asian perspective。Prentice Hall。  new window
5.Patton, Michael Quinn(1990)。Qualitative evaluation and research method。Sage。  new window
其他
1.交通部觀光局(2002)。觀光政策白皮書，http://202.39.225.136/auser/b/wpage/chpl/l」.l.htm， 2006/09/28。  new window
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
無相關著作
 
QR Code
QRCODE

臺灣人文及社會科學引文索引資料庫

目前上線人數：892（臺灣：873，外國：19） ／ 本年度總使用人次：2133566 ／ 訪客人次（自102年09月）：67927209
國家圖書館著作權聲明 Copyright © 2013 All rights reserved.
本館地址: 100201臺北市中山南路20號． 本館地圖及交通資訊．
總機：(02)23619132．最佳瀏覽解析度為1024x768以上