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題名：家庭經濟能力與國民小學公辦民營午餐顧客忠誠的關聯：家長觀點
書刊名：顧客滿意學刊
作者：施錦村 引用關係／王秀琴
作者(外文)：Shih, Chin-tsun／Wang, Hsiu-ching
出版日期：2010
卷期：6:2
頁次：頁245-273
主題關鍵詞：公辦民營；顧客忠誠；經濟能力；學校午餐；Economic ability；Customer loyalty；Private management of public school；School lunch
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:2
  • 點閱點閱:16
本研究運用Oliver於1997及1999年所提出「認知－情感－意圖」忠誠架構，並以家庭經濟能力作爲干擾變數，將學校午餐顧客分成Ⅰ、Ⅱ型，藉以驗證午餐品質、顧客滿意及顧客忠誠間之關係，以及干擾變數對忠誠架構的干擾效果。爲達此一目的，本研究以配額抽樣方式，針對台灣地區各縣市國民小學學校午餐顧客進行抽樣，所得樣本經由SEM實證後發現：(1)午餐品質、顧客滿意及顧客忠誠間均呈現顯著水準的正向關係；(2)Ⅰ型及Ⅱ型間之參數差異檢定，未達顯著水準。此一結果有助於建立公辦民營午餐提供者與顧客間長期良好關係，以及教育行政單位執行午餐政策時之參考。
This study applies the cognitive-affective-conative loyalty framework of Oliver (1997; 1999) and regards the economic ability of family as moderating variable. At the same time, the customers of school lunch are divided into Type 1 and Type 2 by the economic ability of family. This purpose examines the relationships among lunch qualities, customer satisfactions, and customer loyalty. It also examines the moderating effects of moderating variables to the loyalty framework. To reach the purposes, this study has collected samples from every county of Taiwan region by a quota sampling, and the data is examined by SEM. The results confirm a significant positive relationship among lunch qualities, customer satisfactions, and customer loyalty. They also reach a non-significant level in the critical ratio for difference between parameters of types. These empirical results can be used to construct a good long term relationship between a provider of school lunch of the private management of public school and customers. These results also help the educational authority to deal with school lunch administrations.
期刊論文
1.連海生(20030300)。基隆市國民小學學生午餐經營規模效應現況調查分析研究。國立臺北師範學院學報. 教育類，16(1)，441-464。new window  延伸查詢new window
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7.Olsen, Line Lervik、Johnson, Michael D.(2003)。Service equality, satisfaction, and loyalty: from transaction-specific to cumulative evaluations。Journal of Service Research，5(3)，184-195。  new window
8.Brown, D.M.(2002)。Setting the National Food Service Management Institute Research Priorities。Journal of the American Dietetic Association，102(11)，1693-1697。  new window
9.Chiou, Jyh-Shen、Droge, Cornelia、Hanvanich, Sangphet(2002)。Does Customer Knowledge Affect How Loyalty is Formed?。Journal of Service Research，5(2)，113-124。  new window
10.Bloemer, J.、Ruyter, K. D.、Peeters, P.(1998)。Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction。International Journal of Bank Marketing，16(7)，276-286。  new window
11.Fournier, S.、Dobscha, S.、Mick, D. G.(1998)。Preventing the Premature Death of Relationship Marketing。Harvard Business Review，76(1)，42-50。  new window
12.Oliver, R. L.(1999)。Whence Customer Loyalty?。Journal of Marketing，63(4)，33-44。  new window
13.Campbell, Donald T.、Fiske, Donald W.(1959)。Convergent and Discriminant Validation by Multitrait-Multimethod Matrix。Psychological Bulletin，56(2)，81-105。  new window
14.林薇、王慧琦(19980200)。實施學校午餐指導活動對國小中年級學童飲食行為改變之研究。中華民國營養學會雜誌，23(1)，15-26。  延伸查詢new window
15.Floh, A.、Treiblmaier, H.(2006)。What keeps the e-banking customer loyal? Amultigroup analysis of the moderating role of consumer characteristics on e-loyalty in the financial service industry。Journal of Electronic Commerce Research，7(2)，97-109。  new window
16.Garbarino, Ellen、Johnson, Mark S.(19990400)。The Different Roles of Satisfaction, Trust, and Commitment in Consumer Relationships。Journal of Marketing，63(2)，70-87。  new window
17.Lehtinen, Jarno R.、Lehtinen, Uolevi(1991)。Two Approaches to Service Quality Dimensions。The Service Industries Journal，11(3)，287-303。  new window
18.Cronin, J. Joseph Jr.、Brady, Michael K.、Hult, G. Tomas M.(2000)。Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments。Journal of Retailing，76(2)，193-218。  new window
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21.Woodside, Arch G.、Frey, Lisa L.、Daly, Robert Timothy(1989)。Linking service quality, customer satisfaction, and behavioral intention。Journal of Health Care Marketing，9(4)，5-17。  new window
22.Hennig-Thurau, Thorsten、Gwinner, Kevin P.、Gremler, Dwayne D.(2002)。Understanding Relationship Marketing Outcomes: An Integration of Relational Benefits and Relationship Quality。Journal of Service Research，4(3)，230-247。  new window
23.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
24.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
25.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
26.林俊傑(2006)。偏遠地區國民中小學學校午餐公辦民營之探討。菁莪季刊，18(4)，11-16。  延伸查詢new window
27.吳仁宇(1992)。國家建設六年計畫-發展與改進國民小學學校五年計畫。學校衛生，21，61-68。  延伸查詢new window
28.許嘉政(2005)。公辦民營與公辦公營學校午餐經營内涵差異之探討。學校行政，35，170-188。  延伸查詢new window
29.Cho, H.、Nadow, M. Z.(2004)。Understanding Barriers to Implementing Quality Lunch and Nutrition Education。Journal of Community Health，29(5)，421-435。  new window
30.Holloway, B. B.、Wang, S.、Parish. J. T.(2005)。The Role of Cumulative Online Purchase Experience in Service Recovery Management。Journal of Interactive Marketing，19(3)，54-66。  new window
學位論文
1.鍾建民(2002)。高雄縣國民中學學校午餐相關問題之研究(碩士論文)。國立中山大學。  延伸查詢new window
2.高毓婷(2001)。台北都會區青少年消費文化初探: 以兩所不同社會階層學區的國中爲例。國立台灣師範大學。  延伸查詢new window
圖書
1.Lovelock, C.,、Wirtz, J.(2004)。Service of Marketing (5th ed.)。Singapore：Pearson Prentice Hall。  new window
2.Oliver, Richard L.(1997)。Satisfaction: A Behavior Perspective on the Consumer。New York：McGraw-Hill。  new window
3.Kotler, P.、Keller, K. L.(2006)。Marketing Management。Upper Saddle River, NJ：Pearson Prentice Hall。  new window
4.Peter, J. P.,、Olson, J. C.(2005)。Consumer behavior & marketing strategy (7th ed)。Singapore：McGraw-Hill。  new window
5.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
6.Bollen, K. A.(1989)。Structural Equations with Latent Variables。New York：John Wiley & Sons。  new window
7.Howard, John A.、Sheth, Jagdish N.(1969)。The Theory of Buyer Behavior。John Wiley & Sons, Inc.。  new window
8.Jöreskog, Karl G.、Sörbom, Dag(1993)。LISREL 8: Structural Equation Modeling with the SIMPLIS Command Language。Scientific Software International。  new window
9.Petty, Richard E.、Cacioppo, John T.(1986)。Communication and Persuasion: Central and Peripheral Route to Attitude Change。New York：Springer-Verlag。  new window
10.Blackwell, Roger. D.、Miniard, Paul W.、Engel, James F.(2006)。Consumer behavior。Thomson South-Western。  new window
11.台灣省政府教育廳(1995)。台灣省國民中小學辦理學校午餐計畫工作手册。台中。  延伸查詢new window
12.行政院主計處(2008)。96年台灣地區家庭收入與支出變遷分析。台北市。  延伸查詢new window
13.教育部(1997)。學校午餐生活衛生營養教育手册。台北市。  延伸查詢new window
其他
1.監察院(2002)。教育部等辦理國中、小學營養午餐業務及中央營養午餐補助款糾正案，臺北市：監察院。  延伸查詢new window
圖書論文
1.Lutz, Richard J.(1991)。The Role of Attitude Theory in Marketing。Perspective in Customer Behavior。Upper Saddle River, NJ。  new window
 
 
 
 
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