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題名：房屋仲介從業人員之服務品質、消費者搜尋成本與顧客滿意度對顧客忠誠度之影響
書刊名：管理與系統
作者：李春長 引用關係／楊宗憲 引用關係／游淑滿／邱鈺娟
作者(外文)：Lee, Chun-chang／Yang, Chung-hsien／You, Shu-man／Chiu, Yu-juan
出版日期：2011
卷期：18:1
頁次：頁113-142
主題關鍵詞：服務品質；搜尋成本；顧客滿意度；顧客忠誠度；房屋仲介業；Service quality；Search costs；Customer satisfaction；Customer loyalty；Housing brokerage industry
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(4) 博士論文(1) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:3
  • 共同引用共同引用:42
  • 點閱點閱:83
房屋仲介業爲成屋交易之主要媒介，提供買賣雙方資訊傳遞及撮合締約不可或缺的重要核心角色。過去研究大都著重於單一議題之探究，忽略服務的本質乃來自多層面向所架構而成之內涵，尤以房屋仲介業之經濟功能在於降低交易成本及資訊之傳遞，裨益於不動產交易安全制度之健全。本研究首先探討服務品質、顧客滿意度對房屋仲介公司忠誠度之影響；其次，進而探究買賣雙方自行搜尋房屋之成本愈高，是否對於房屋仲介公司之忠誠度亦愈高。本研究採用路徑分析爲研究途徑，以擁有高雄市房屋仲介接洽經驗的顧客爲研究對象，問卷總共發放530份，回收283份，其中有效回收252份，有效回收率爲47.5%。研究結果指出：(1)服務品質中之可靠性、保證性、同理心、有形性四個構面，預期會透過滿意度而顯著的影響消費者對房屋仲介公司之忠誠度；(2)買賣雙方自行搜尋房屋之成本愈高，則預期對房屋仲介公司之忠誠度亦愈高；(3)買方對房屋仲介公司之忠誠度顯著高於賣方；而是否曾委託過房屋仲介公司對於忠誠度並無顯著之差異。
Real estate brokers are the main media of estate trading who are a core role of passing information between both buyers and sellers and ensuring the success of each contract. Relevant researches conducted in the past mainly focused on single issues which ignored the fact that service is a multi-aspect construction and that the economic function of real estate agents is lowering the costs of trading and passing information which benefited from the complete security system of real estate trading. First, this research discussed the influence of the service quality and customers' satisfactions on consumers' loyalty to real estate agents. Second, this research analyzed whether higher buyer and sellers' costs of house search would lead to higher loyalty to real estate agents. This research adopted Path Analysis and investigated customers with experience of contacting the real estate agents in Kaohsiung City. A total of 530 questionnaires were distributed, among which 283 questionnaires were returned and 252 were valid; the valid return rate was 47.5%. The results are as follows: (1) the 4 dimensions of service quality: reliability, guarantee, sympathy and concreteness are expected to greatly influence consumers' loyalty to real estate agents through their satisfactions; (2) the higher both buyer and sellers' costs of house searching is, the higher their loyalty to real estate agents is; (3) buyers' loyalty to real estate agents is significantly higher than that of sellers. Moreover, there is no significant difference in the loyalty between buyers with or without experience of accepting the service of real estate agents.
期刊論文
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8.Wong, A.、Sohal, A.(2003)。Service quality and customer loyalty perspectives on two level of retail relationship。Journal of Services Marketing，17(5)，495-513。  new window
9.Webster, F. E. Jr.(1994)。Defining the New Marketing Concept。Marketing Management，2(4)，22-31。  new window
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11.李春長(20030500)。房屋仲介業服務品質之決定模式--SERVQUAL模式之應用。都市與計劃，30(1)，19-35。new window  延伸查詢new window
12.Dabholkar, Pratibha A.、Shepherd, C. David、Thorpe, Dayle I.(2000)。A Comprehensive Framework for Service Quality: An Investigation of Critical Conceptual and Measurement Issues through A Longitudinal Study。Journal of Retailing，76(2)，139-173。  new window
13.Fredericks, Joan O.、Salter, James M. II(1995)。Beyond Customer Satisfaction。Management Review，84(5)，29-32。  new window
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15.廖仲仁、張金鶚(20041200)。搜尋成本與定錨行為對於購屋者價格貼水之影響。住宅學報，13(2)，47-62。new window  延伸查詢new window
16.Spreng, R. A.、Mackoy, R. D.(1996)。An empirical examination of a model of perceived service quality and satisfaction。Journal of Retailing，72(2)，201-214。  new window
17.Bolton, Ruth N.(1998)。A dynamic model of the duration of the customer's relationship with a continuous service provider: The role of satisfaction。Marketing Science，17(1)，45-65。  new window
18.Lynch, John G. Jr.、Ariely, Dan(2000)。Wine Online: Search Costs Affect Competition on Price, Quality, and Distribution。Marketing Science，19(1)，83-103。  new window
19.Newman, Joseph W.、Werbel, Richard A.(1973)。Multivariate Analysis of Brand Loyalty for Major Household Appliances。Journal of Marketing Research，10(4)，404-409。  new window
20.周美伶、張金鶚(20050100)。購屋搜尋期間影響因素之研究。管理評論，24(1)，133-150。new window  延伸查詢new window
21.Anglin, Paul M.(1997)。Determinants of Buyer Search in a Housing Market。Real Estate Economics，25(4)，567-589。  new window
22.Brown, Tom J.、Barry, Thomas E.、Dacin, Peter A.、Gunst, Richard F.(2005)。Spreading the word: investigating antecedents of consumers' positive word-of-mouth intentions and behaviors in a retailing context。Journal of the Academy of Marketing Science，33(2)，123-138。  new window
23.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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29.Singh, Jagdip(1991)。Understanding the structure of consumers' satisfaction evaluations of service delivery。Journal of the Academy of Marketing Science，19(3)，223-244。  new window
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34.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
35.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science，12(2)，125-143。  new window
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38.吳朝發(1998)。房屋仲介業發展現況與前瞻。人與地，173，14-18。  延伸查詢new window
39.Bendapudi, N.、Berry, L. L.(1997)。Customers' Motivations for Maintaining Relationship with Service Providers。Journal of Retailing，73(1)，15-37。  new window
40.Cronin, F. J.(1982)。The Efficiency of Housing Search。Southern Economic Journal，48(4)，1016-1030。  new window
41.McDaniel, J.、Louargand, M.(1994)。Real Estate Brokerage Service Quality: An Examination。Journal of Real Estate Research，9(3)，39-51。  new window
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43.Johnson, L. L.、Doston, M.、Dunlap, B. J.(1998)。Service Quality Determinants and Effectiveness in the Real Estate Brokerage Industry。Journal of Real Estate Research，3(2)，21-36。  new window
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45.Sharma, N.、Patterson, P. G.(1999)。The Impact of Communication Effectiveness and Service Quality on Relationship Commitment in Professional Consumer Services。Journal of Services Marketing，3(2)，151-170。  new window
研究報告
1.Lehtinen, Uolevi、Lehtinen, Jarmo R.(1982)。Service quality: A study of quality dimensions。Helsinki：Service Management Institute。  new window
學位論文
1.葉華容(2001)。「顧客關係、服務品質與顧客忠誠度之研究--以網路購物為例」(碩士論文)。東吳大學，臺北。  延伸查詢new window
2.鄒宜真(2004)。運用線性結構模式探討網路商店之服務品質、顧客滿意度、顧客忠誠度與消費者特性關係之研究(碩士論文)。國立東華大學。  延伸查詢new window
3.呂憲桐(1990)。房屋仲介業服務品質之實證研究。  延伸查詢new window
4.闕芝穎(2004)。百貨公司服務品質、顧客滿意度、顧客忠誠度與消費者生活型態關係之研究--以臺北市地區為例(碩士論文)。國立東華大學。  延伸查詢new window
5.柯宜君(2000)。消費者認知之產品品質、服務品質及價格對滿意度及忠誠度之影響--於三種有形性比重不同服務業之比較(碩士論文)。國立政治大學。  延伸查詢new window
6.陳智德(2002)。管理顧問業服務品質、顧客滿意度與顧客忠誠度研究(碩士論文)。國立成功大學，台南。  延伸查詢new window
7.蘇武龍(2000)。住院服務品質與病患滿意度之探討--以成大、奇美醫院為例(碩士論文)。國立成功大學。  延伸查詢new window
8.王唯鳴(2001)。虛擬社群與虛擬經驗、網路練達性、產品知識與產品資訊搜尋成本對消費者認知風險影響之研究--以電腦遊戲軟體為例(碩士論文)。國立中央大學。  延伸查詢new window
9.毛昭凱(1995)。台中市房屋仲介業服務品質之研究。逢甲大學。  延伸查詢new window
10.曾義明(1990)。台北市房屋仲介業服務品質之實證研究。淡江大學。  延伸查詢new window
圖書
1.Solomon, M. R.(1997)。Consumer Behavior: Buying, Having and Being。Boston, MA：Allyn and Bacon。  new window
2.Guieford, J. P.(1965)。Fundamental statistics in phychology and education。N.Y：McGramn-Hill。  new window
3.Zeithaml, Valarie A.、Bitner, Mary Jo、Gremler, Dwayne D.(2006)。Services Marketing: Integrating Customer Focus Across the Firm。McGraw-Hill。  new window
4.Mitra, A.(1993)。Fundamentals of Quality Control and Improvement。Macmillan。  new window
5.Kotler, Neil、Kotler, Philip(1998)。Museum strategy and marketing: Designing missions, buildings, audiences, generating revenue and resources。San Francisco, Calif：Jossey Bass Inc.。  new window
6.Zeithaml, Valarie A.、Bitner, Mari Jo(1996)。Services Marketing。New York, NY：McGraw-Hill。  new window
7.Howard, John A.、Sheth, Jagdish N.(1969)。The Theory of Buyer Behavior。John Wiley & Sons, Inc.。  new window
8.李春長(2002)。不動産仲介市場分析。台北。  延伸查詢new window
9.邱皓政(2005)。量化硏究與統計分析：SPSS中文視窗版資料分析範例解析。台北。  延伸查詢new window
10.Rust, R. T.、Oliver, R. L.(1994)。Service Quality: New Direction in Theory and Practice。London。  new window
11.周俊吉(1997)。不動産仲介。不動產經營與管理。台北。  延伸查詢new window
 
 
 
 
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