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題名：連鎖便利商店服務品質績效評估與服務策略比較之研究--以7-11及全家便利商店為例
書刊名：創新與經營管理學刊
作者：陳細鈿
作者(外文)：Chen, Hsi-tien
出版日期：2011
卷期：2:1
頁次：頁81-96
主題關鍵詞：連鎖便利商店；服務品質績效評估；成本效益分析；服務策略；Convenience store；Performance evaluation of service quality；Cost effectiveness analysis；Service strategy
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有關連鎖便利商店（CVS）之研究議題很多，但較少從成本因素及服務策略的角度對CVS的服務品質做分析者，故本研究以7-11與全家便利商店為例探討以下議題：（1）SERVQUAL量表不完全適用於CVS，本研究採用Dabholkar, Thorpe, and Rentz（1996）針對零售業所提出之RSQS量表並加以修改。（2）各服務要項之績效除了顧客滿意度外，應加入重要性的觀念，使績效之呈現更具代表性。（3）本研究參考Lambert and Sharma（1990）與Hung, Huang, and Chen（2003）提出之服務品質績效評估觀念，以統計方法改良，可比較出CVS在各服務要項的績效優劣，做為CVS業者解決服務品質問題的策略參考。結果顯示CVS業者可藉此議題進行成本效益分析，瞭解顧客重視的服務要項及其績效表現，並根據優先順序擬定服務策略，最後建立一套有助於提升CVS服務品質及經營績效之品質量測系統。
Quite many research topics about convenience stores have been proposed. However, it is rare to assess and analyze the service quality performance for convenience store (CVS) in terms of cost factor and suitability. So this research will discuss the following topic with 7-11 and Family Mart as a case study. (1) ”SERVQUAL” scale is not overall suitable for CVS, thus, this paper uses ”RSQS”, which is suitable to the retails, proposed by Dabholkar et al. (1996), and modifies it to be good for our research. (2)The performance of every service items not only have to reveal customer satisfaction but also have to add the weight concept to make it to be more representative. (3)This paper refers the concept of performance assessment of service quality proposed by Lambert and Sharma (1990) and Hung et al. (2003) to improve the shortcomings of statistical method. It can compare the performance in all service items, and provide some strategies for CVS to solve service quality problem. The CVS vendor can make use of this topic to carry on the cost-effectiveness analysis to understand the customer who attach importance in service or not, and concrete achievements of every service items. Finally, based on priority sequence of a demand, they can draw up service strategies.
期刊論文
1.王一芝(20081200)。2008十大服務業評鑑--做好服務 做不景氣贏家。遠見雜誌，270，116-126。  延伸查詢new window
2.應立志、陳福來(20040700)。GSP認證店服務品質之探討--以便利商店業為例。朝陽商管評論，3(2)，101-118。new window  延伸查詢new window
3.Kangis, P.、Voukelatos, V.(1997)。Private and public banks: A comparison of customer expectations and perceptions。International Journal of Bank Marketing，17(7)，279-287。  new window
4.Hung, Y. H.、Huang, M. L.、Chen, K. S.(2003)。Service quality evaluation by service quality performance matrix。Total Quality Management and Business Excellence，14(1)，79-89。  new window
5.Cheng, S. W.(1994)。Practical implementation of the process capability indices。Quality Engineering，7(2)，239-259。  new window
6.Cronin, J. J.、Taylor, S. A.(1994)。SERVPERF Versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality。Journal of Marketing，58(1)，125-137。  new window
7.Ittner, C. D.、Larcker, D. F.(1998)。Are Non-financial Measures Leading Indicators of Financial Performance? An Analysis of Customer Satisfaction。Journal of Accounting Research，36，1-46。  new window
8.Antony, J.、Antony, F. J.、Ghosh, S.(2004)。Evaluating service quality in a UK hotel chain: A case study。International Journal of Contemporary Hospitality Management，16(6)，380-384。  new window
9.Mohsin, A.、Ryan, C.(2005)。Service quality assessment of 4-star hotels in Darwin, Northern Territory, Australia。Journal of Hospitality & Tourism Management，12(1)，25-36。  new window
10.陳彥淳(2009)。超商展店停滯背後的經營危機。財訊，334。  延伸查詢new window
11.余國訓、洪湘欽、陳建志(2001)。消費者對連鎖便利商店服務品質需求之探討。遠東學報，19，49-55。  延伸查詢new window
12.Athanassopoulos, A. D.(2000)。Customer Satisfaction cures to support market segmentation and explain switching behavior。Journal of Business Research，47，191-207。  new window
13.Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research，2(3)，244-249。  new window
14.Oliver, Richard L.(1981)。Measurement and Evaluation of Satisfaction Processes in Retailing Setting。Journal of Retailing，57(3)，25-48。  new window
15.Lambert, Douglas M.、Sharma, Arun(1990)。A customer-based competitive analysis for logistics decisions。International Journal of Physical Distribution and Logistics Management，20(1)，17-24。  new window
16.Parasuraman, Ananthanarayanan、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implications for Future Research。Journal of Marketing，49(4)，41-50。  new window
17.Hoffman, Donna L.、Novak, Thomas P.(1996)。Marketing in Hypermedia Computer-Mediated Environments: Conceptual Foundations。Journal of Marketing，60(3)，50-68。  new window
18.Dabholkar, Pratibha A.、Thorpe, Dayle I.、Rentz, Joseph O.(1996)。A measure of service quality for retail stores: scale development and validation。Journal of the Academy of Marketing Science，24(1)，3-16。  new window
19.Day, Ralph L.(1977)。Extending the concept of consumer satisfaction。Advances in Consumer Research，4(1)，149-154。  new window
20.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1988)。SERVQUAL, a multiple-item scale for measuring customer perceptions of service quality。Journal of Retailing，64(1)，12-40。  new window
會議論文
1.余強生、朱艷芳、劉杰(2005)。以服務品質衡量模式找出各主要連鎖便利商店的服務品質認知圖、服務形像定位圖與市場定位區隔策略。第三屆『管理思維與實務』學術研討會。  延伸查詢new window
學位論文
1.李玉雲(2002)。市場追隨者策略之研究--以台灣加盟連鎖便利商店發展策略為例(碩士論文)。大葉大學。  延伸查詢new window
2.黃郁惠(1995)。加盟制度之研究：以甲便利商店為例(碩士論文)。東海大學。  延伸查詢new window
3.劉丁芳(1990)。便利商店服務品質之實證研究(碩士論文)。國立政治大學。  延伸查詢new window
4.江鴻儒(1995)。以類神經網路為基礎之便利商店店址選擇分析模式(碩士論文)。元智大學。  延伸查詢new window
5.汪林祥(2000)。台灣連鎖便利商店(CVS)經營策略之研究(碩士論文)。大葉大學。  延伸查詢new window
6.李冠緯(2009)。應用Kano二維模式於都會區便利商店服務品質滿意度之研究(碩士論文)。國立虎尾科技大學。  延伸查詢new window
7.張景銘(2008)。以品質機能展開法探討連鎖便利商店的服務品質--以統一超商為例(碩士論文)。大葉大學。  延伸查詢new window
8.張展旗(2006)。連鎖便利商店服務品質、顧客滿意度、顧客忠誠度關係探討--以屏東北部地區為例(碩士論文)。國立成功大學。  延伸查詢new window
圖書
1.Juran, J. M.(1974)。Quality Control Handbook。New York：McGraw-Hill Book Co.。  new window
2.Kim, W. Chan、Mauborgne, Renée A.(2005)。Blue Ocean Strategy: How to Create Uncontested Market Space and Make the Competition Irrelevant。Harvard Business School Publishing Corporation。  new window
3.Kotler, P.(1994)。Marketing Management: Analysis, Planning, Implementation and Control。New Jersey：Prentice-Hall Inc.。  new window
 
 
 
 
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