便利服務涉入在滿意度與忠誠度之間的角色：以臺南地區三大便利商店的年輕消費者為例_

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題名：	便利服務涉入在滿意度與忠誠度之間的角色：以臺南地區三大便利商店的年輕消費者為例
書刊名：	管理實務與理論研究
作者：	黃峰蕙／陳秋蓉／許嘉修
作者(外文)：	Huarng, Fenghueih／Chen, Chiou-rung／Hsu, Chia-hsiu
出版日期：	2011
卷期：	5:2
頁次：	頁10-28
主題關鍵詞：	便利連鎖店；服務涉入；滿意度；忠誠度；Chain store；Convenience service involvement；Satisfaction；Loyalty
原始連結：	連回原系統網址
相關次數：	被引用次數:期刊(0) 博士論文(0) 專書(0) 專書論文(0) 排除自我引用:0 共同引用:4 點閱:47

本研究主要探討便利服務涉入在滿意度與忠誠度之間扮演的角色。以到臺南地區的統一超商(7-11)、全家、萊爾富三家便利連鎖店內消費的顧客作爲研究對象，有效問卷共計501份，其中239份來自7-11店，140來自全家店，122來自萊爾富店。採用結構方程模式測試變數之間的結構關係。研究結果發現，便利服務涉入在滿意度與忠誠度間扮演部份中介角色，滿意度與便利服務涉入可以解釋忠誠度百分之七十四的變異量。如果以個別便利店的資料單獨分析，7-11及全家呈現無中介模式，其顧客滿意度與顧客忠誠度之間呈現直接正相關，而且滿意度可以解釋忠誠度約百分之七十的變異量，而便利服務涉入並未與忠誠度直接相關。反觀萊爾富連鎖便利商店，雖然呈現部份中介模式，其滿意度與便利服務涉入可以解釋忠誠度百分之九十二的變異量。

以文找文

The main purpose of this research was to investigate the role of convenience service involvement between satisfaction and loyalty. Data was collected from 501 consumers who shopped at 7-11, family-mart, and hi-life chain store in Tainan. 239 respondents were customers of 7-11 chain stores, 140 respondents were customers of family-mart chain stores, and 122 respondents were customers of hi-life chain stores. Confirmatory factor analysis (CFA) with Amos 7.0 was carried out to ensure good measurement constructs. Structural equation pattern (SEM) tests the mediate and moderate effect of involvement. The results showed that involvement played as a partial mediator between satisfaction and loyalty for all data and explain 74% of variation for the loyalty variable. Involvement played no effect on loyalty for 7-11 chain stores, no effect on loyalty for family-mart chain stores, and a partial mediator between satisfaction and loyalty for hi-life chain stores. Satisfaction alone can explain about 70% of variation for the loyalty variable for 7-11 and family-mart chain stores. On the other hand, satisfaction and involvement together can explain 92% of variation for the loyalty variable for hi-life chain store.

以文找文

期刊論文
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研究報告
1.	梁宜峰(2010)。連鎖式便利商店業景氣動態報告。延伸查詢

學位論文
1.	李孟陵(2003)。消費者滿意度、涉入程度對其忠誠度影響之研究--以台北市咖啡連鎖店為例(碩士論文)。國立交通大學。延伸查詢

圖書
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圖書論文
1.	Gremler, D. D.、Brown, S. W.(1996)。Service loyalty: Its nature, importance, and implications。QUIS 5 Advancing Service Quality: A Global Perspective。New York：International Service Quality Association。
2.	Lastovicka, J. L.、Gardner, D. M.(1978)。Components of Involvement。Attitude Research Plays for High Stakes。Chicago, IL：American Marketing Association。
3.	Yi, Y.(1990)。A Critical Review of Consumer Satisfaction。Review of Marketing。American Marketing Association。

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