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：有服務品質就足夠嗎？顧客體驗對網站滿意度之影響
書刊名：中山管理評論
作者：顧宜錚 引用關係／李家瑩 引用關係／黃相翎
作者(外文)：Ku, Yi-cheng／Li, Chia-ying／Huang, Hsiang-ling
出版日期：2013
卷期：21:3
頁次：頁479-509
主題關鍵詞：體驗行銷；網站服務品質；滿意度；知覺價值；忠誠意向；Experiential marketing；Website service quality；Customer satisfaction；Perceived value；Loyalty intention
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(9) 博士論文(2) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:9
  • 共同引用共同引用:0
  • 點閱點閱:234
網站服務品質影響顧客滿意度及忠誠度的議題，已有許多學者研究與討論過，但本研究認為顧客需要的不只是好的產品或服務，更希望消費的過程中，能有令人難忘的「體驗」。本研究以網站服務品質模型為基礎，加上體驗感受構念後，建立影響顧客對於網站滿意度及忠誠意向之研究架構，並以某新聞網 站為體驗個案進行問卷調查，有效樣本數為148人，經採用PLS分析方法驗證研究架構後發現，能提升顧客滿意度的因素包括體驗感受、知覺價值與網站服務品質，而當顧客對網站有高滿意度時，將會提升其對網站的忠誠意向。此外，體驗感受構念能補充解釋部分網站服務品質構念對於知覺價值與滿意度之未解釋變異。此研究結果具有二項具體的貢獻：第一是發現建構良好的網站服務品質與提供顧客優質的體驗感受，已成為成功電子商務網站的重要條件，建議電子商務網站經營者除了應持續改進網站的系統功能外，應提供能加深顧客 體驗感受之服務。第二是以二階形成構念來衡量體驗感受構念，利用多元的體驗構面來評估顧客對於網站的體驗感受，可做為相關研究探討體驗感受構念之基礎。
Several previous studies have investigated the interrelationship among customer loyalty, customer satisfaction and website service quality. However, what customers need are not only high-quality products and services, but also memorable shopping experience. A research model is proposed by this study to investigate the influences of customer experience and website service quality on customer perceived value and customer satisfaction. The influence of customer satisfaction on customer loyalty intention is also explored. An experiential survey was conducted. The voluntary respondents were asked to answer the questionnaire based on their experiences of surfing a news website. By using PLS analysis with 148 sample users, the results of this study indicate that customer satisfaction will be affected by customer experience, website service quality, and customer perceived value. Furthermore, customer loyalty intention will be positively affected by customer satisfaction. In addition, the results of this study also find that adding customer experience as an antecedent variable can enhance the explanation power of SERVQUAL model on perceived value and consumer satisfaction. The contributions of this study are two-fold: 1) this study reveals that customer experience can be regarded as an important determinant for successful e-commerce website in addition to high service quality. Practitioners have to design website functions which can make memorable shopping experience. 2) This study measures the multi-facets of customer experience by a second-order formative construct. This method provides implications for the related research.
期刊論文
1.Chiu, C. M.、Huang, H. Y.、Yen, C. H.(2010)。Antecedents of trust in online auctions。Electronic Commerce Research and Applications，9(2)，148-159。  new window
2.Koo, D. M.(2009)。The moderating role of locus of control on the links between experiential motives and intention to play online games。Computers in Human Behavior，25(2)，466-474。  new window
3.Chow, I. H.-S.、Lau, V. P.、Lo, T. W.-C.、Sha, Z. Q.、Yun, H.(2007)。Service Quality in Restaurant Operations in China: Decision- and Experiential-Oriented Perspectives。International Journal of Hospitality Management，26(3)，698-710。  new window
4.Jeong, So Won、Fiore, A. M.、Niehm, L. S.、Lorenz, F. O.(2009)。The role of experiential value in online shopping: The impacts of product presentation on consumer responses towards an apparel web site。Internet Research，19(1)，105-124。  new window
5.Hur, W. M.、Park, J.、Kim, M.(2010)。The Role of Commitment on the Customer Benefits-loyalty Relationship in Mobile Service Industry。The Service Industries Journal，30(14)，2293-2309。  new window
6.Heiden, S.(2011)。Hotel Services as Experiential Products and the Influences on Purchase Decisions。The Business Review, Cambridge，18(2)，141-148。  new window
7.Luo, M. M.、Chen, J. S.、Ching, R. K. H.、Liu, C. C.(2011)。An Examination of the Effects of Virtual Experiential Marketing on Online Customer Intentions and Loyalty。The Service Industries Journal，31(13)，2163-2191。  new window
8.Lee, M. S.、Hsiao, H. D.、Yang, M. F.(2010)。The Study of the Relationships among Experiential Marketing, Service Quality, Customer Satisfaction and Customer Loyalty。International Journal of Organizational Innovation，3(2)，352-378。  new window
9.Merle, A.、Chandon, J. L.、Roux, E.(2008)。Understanding the Perceived Value of Mass Customization: The Distinction between Product Value and Experiential Value of Co-Design。Recherche et Applications en Marketing，23(3)，27-50。  new window
10.Söderlund, M.、Öhman, N.(2005)。Assessing Behavior before It Becomes Behavior: An Examination of the Role of Intentions as a Link between Satisfaction and Repatronizing Behavior。International Journal of Service Industry Management，16(2)，169-185。  new window
11.Vlachos, P. A.、Vrechopoulos, A. P.(2008)。Determinants of Behavioral Intentions in the Mobile Internet Services Market。Journal of Services Marketing，22(4)，280-291。  new window
12.Verhagen, Tibert、Feldberg, Frans、Van Den Hooff, Bart、Meents, Selmar、Merikivi, Jani(2011)。Satisfaction with Virtual Worlds: An Integrated Model of Experiential Value。Information & Management，48(6)，201-207。  new window
13.Wang, C. Y.、Lin, C. H.(2010)。A Study of the Effect of TV Drama on Relationships among Tourists' Experiential Marketing, Experiential Value and Satisfaction。International Journal of Organizational Innovation，2(3)，107-123。  new window
14.Yu, H.、Ko, H. T.(2012)。Integrating Kano Model with Strategic Experiential Modules in Developing Ict-Enabled Services: An Empirical Study。Management Decision，50(1)，7-20。  new window
15.Kivela, J.、Inbakaran, R.、Reece, J.(1999)。Consumer Research in the Restaurant Environment, Part 1: A Conceptual Model of Dining Satisfaction and Return Patronage。International Journal of Contemporary Hospitality Management，11(5)，205-222。  new window
16.Thatcher, J. B.、George, J. F.(2004)。Commitment, Trust, and Social Involvement: An Exploratory Study of Antecedents to Web Shopper Loyalty。Journal of Organizational Computing and Electronic Commerce，14(4)，243-268。  new window
17.Chin, W. W.、Newsted, P. R.(1999)。Structural equation modeling analysis with small samples using partial least squares。Statistical Strategies for Small Sample Research，1(1)，307-341。  new window
18.Wakefield, Kirk L.、Blodgett, Jeffrey G.(1996)。The effect of the servicescape on customers' behavioral intentions in leisure service settings。Journal of Services Marketing，10(6)，45-61。  new window
19.Sheu, J. J.、Su, Y. H.、Chu, K. T.(2009)。Segmenting Online Game Customers--the Perspective of Experiential Marketing。Expert Systems with Applications，36(4)，8487-8495。  new window
20.Keng, Ching-Jui、Ting, Hui-Ying(2009)。The acceptance of blogs: Using a customer experiential value perspective。Internet Research，19(5)，479-495。  new window
21.Parasuraman, Ananthanarayanan、Grewal, Dhruv(2000)。Serving customers and consumers effectively in the twenty-first century: a conceptual framework and overview。Journal of the Academy of Marketing Science，28(1)，9-16。  new window
22.Yang, Z.、Peterson, R. T.、Huang, L.(2001)。Taking the pulse of internet pharmacies: Online consumers speak out on pharmacy services。Marketing Health Services，21(2)，4-10。  new window
23.Gupta, R.、Kabadayi, S.(2010)。The relationship between trusting beliefs and web site loyalty: the moderating role of consumer motives and flow。Psychology & Marketing，27(2)，166-185。  new window
24.Patterson, P. G.、Spreng, R. A.(1997)。Modeling the Relationship Between Perceived Value, Satisfaction and Repurchase Intentions in Business-to-Business Service Context: An Empirical Examination。International Journal of Service Industry Management，8(5)，415-432。  new window
25.Yang, J.、Mai, E. S.(2010)。Experiential Goods with Network Externalities Effects: An Empirical Study of Online Rating System。Journal of Business Research，63(9/10)，1050-1057。  new window
26.Owens, D. D.(2000)。The experience economy。Franchising World，32(1)，11-21。  new window
27.Choi, K. S.、Cho, W. H.、Lee, S.、Lee, H.、Kim, C.(2004)。The relationships among quality, value, satisfaction and behavioral intention in health care provider choice: a South Korean study。Journal of Business Research，57(8)，913-921。  new window
28.Moreno, A. M.、Casillas, J. C.(2008)。Entrepreneurial Orientation and Growth of SMEs: A Causal Model。Entrepreneurship Theory and Practice，32(3)，507-528。  new window
29.Pura, Minna(2005)。Linking perceived value and loyalty in location-based mobile services。Managing Service Quality，15(6)，509-538。  new window
30.Yoo, Boonghee、Donthu, Naveen(2001)。Developing a Scale to Measure the Perceived Quality of an Internet Shopping Site (Sitequal)。Quarterly Journal of Electronic Commerce，2(1)，31-47。  new window
31.Reichheld, Frederick F.、Schefter, Phil(2000)。E-loyalty: Your secret weapon on the web。Harvard Business Review，78(4)，105-113。  new window
32.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
33.Taylor, Shirley、Todd, Peter A.(1995)。Understanding information technology usage: A test of competing models。Information Systems Research，6(2)，144-176。  new window
34.Andreassen, Tor Wallin、Lindestad, Bodil(1998)。Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise。International Journal of Service Industry Management，9(1)，7-23。  new window
35.Chen, Ching-Fu、Tsai, Dung-Chun(2007)。How Destination Image and Evaluative Factors Affect Behavioral Intentions?。Tourism Management，28(4)，1115-1122。  new window
36.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Malhotra, Arvind(2005)。E-S-QUAL: A multiple-item scale for assessing electronic service quality。Journal of Service Research，7(3)，213-233。  new window
37.Wu, Cedric Hsi-Jui、Liang, Rong-Da(2009)。Effect of experiential value on customer satisfaction with service encounters in luxury-hotel restaurants。International Journal of Hospitality Management，28(4)，586-593。  new window
38.Grace, Debra、O'Gass, Aron(2004)。Examining Service Experiences and Post-Consumption Evaluations。Journal of Services Marketing，18(6)，450-461。  new window
39.Kim, S. S.、Son, J.-Y.(2009)。Out of Dedication or Constraint? A Dual Model of Post-Adoption Phenomena and Its Empirical Test in the Context of Online Services。MIS Quarterly，33(1)，49-70。  new window
40.Lee, Choong-Ki、Yoon, Yoo-Shik、Lee, Seung-Kon(2007)。Investigating the Relationships among Perceived Value, Satisfaction, and Recommendations: The Case of the Korean DMZ。Tourism Management，28(1)，204-214。  new window
41.Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing，60(2)，31-46。  new window
42.Babin, Barry J.、Lee, Yong-Ki、Kim, Eun-Ju、Griffin, Mitch(2005)。Modeling consumer satisfaction and word-of-mouth: restaurant patronage in Korea。Journal of Services Marketing，19(3)，133-139。  new window
43.McDougall, Gordon H. G.、Levesque, Terrence(2000)。Customer satisfaction with services: Putting perceived value into the equation。Journal of Services Marketing，14(5)，392-410。  new window
44.Armitage, Christopher J.、Conner, Mark(2001)。Efficacy of the Theory of Planned Behaviour: A Meta-analytic Review。British Journal of Social Psychology，40(4)，471-499。  new window
45.Godin, G.、Kok, G.(1996)。The Theory of Planned Behavior: A Review of Its Applications to Health-Related Behaviors。American Journal of Health Promotion，11(2)，87-98。  new window
46.Devaraj, Sarv、Fan, Ming、Kohli, Rajiv(2002)。Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics。Information Systems Research，13(3)，316-333。  new window
47.Rust, Roland T.、Zahorik, Anthony J.(1993)。Customer Satisfaction, Customer Retention, and Market Share。Journal of Retailing，69(2)，193-215。  new window
48.Aladwani, A. M.、Palvia, P. C.(2002)。Developing and validating an instrument for measuring user-perceived web quality。Information & Management，39(6)，467-476。  new window
49.Schmitt, Bernd(1999)。Experiential Marketing。Journal of Marketing Management，15(1-3)，53-67。  new window
50.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
51.Churchill, Gilbert A. Jr.(1979)。A paradigm for developing better measures of marketing constructs。Journal of Marketing Research，16(1)，64-73。  new window
52.Keng, C.-J.、Huang, T.-L.、Zheng, L.-J.、Hsu, M. K.(2007)。Modeling Service Encounters and Customer Experiential Value in Retailing: An Empirical Investigation of Shopping Mall Customers in Taiwan。International Journal of Service Industry Management，18(4)，349-367。  new window
53.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science，12(2)，125-143。  new window
54.Yang, Hao-Erl、Wu, Chi-Chuan、Wang, Kuang-Cheng(2009)。An Empirical Analysis of Online Game Service Satisfaction and Loyalty。Expert Systems with Applications，36(2)，1816-1825。  new window
55.Zeithaml, Valarie A.(1988)。Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence。Journal of Marketing，52(3)，2-22。  new window
56.Anderson, Eugene W.、Fornell, Claes、Lehmann, Donald R.(1994)。Customer satisfaction, market share, and profitability: Findings from Sweden。Journal of Marketing，58(3)，53-66。  new window
57.Fiore, A. M.、Kim, J.(2007)。An Integrative Framework Capturing Experiential and Utilitarian Shopping Experience。International Journal of Retail & Distribution Management，35(6)，421-442。  new window
圖書
1.Loiacono, E. T.、Watson, R. T.、Goodhue, D. L.(2002)。Webqual: A Measure of Web Site Quality。2002 Ama Winter Educators' Conference: Marketing Theory and Applications。Chicago：Amer Marketing Assn。  new window
2.Ringle, C. M.、Wende, S.、Will, A.(2005)。SmartPLS。Hamburg：Hamburg University。  new window
3.Westbrook, R. A.(1983)。Consumer Satisfaction and the Phenomenology of Emotions During Automobile Ownership Experiences。International Fare in Consumer Satisfaction and Complaining Behavior。Bloomington, IN：Indiana University。  new window
4.Comrey, A. L.、Lee, Howard B.(1992)。A First Course in Factor Analysis。Hillsdale, New Jersey：Lawrence Erlbaum Associates。  new window
5.Pine, B. J. II、Gilmore, J. H.(1999)。The experience economy: Work is theatre and every business a state。Harvard Business School Press。  new window
6.Mehrabian, Albert、Russell, James A.(1974)。An Approach to Environmental Psychology。MIT Press。  new window
圖書論文
1.Robinson, L. M.(1979)。Consumer complaint behavior: A review with implications for further research。New Dimension of Consumer Satisfaction and Complaining Behavior。Bloomington, Indiana：School of Business, Indiana University。  new window
2.Chin, Wynne W.(1998)。The partial least squares approach for structural equation modeling。Modern Methods for Business Research。Lawrence Erlbaum Associates, Inc.。  new window
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
無相關書籍
 
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：1409（臺灣：1397，外國：12） ／ 本年度總使用人次：1855660 ／ 訪客人次（自102年09月）：67650519
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