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題名：功能性與享樂性服務品質屬性對客運乘客行為之影響
書刊名：都市交通
作者：任維廉 引用關係／涂榮庭／呂明穎／呂堂榮 引用關係
作者(外文)：Jen, William／Tu, Rung-ting／Lu, Lancaster M.／Lu, Tim
出版日期：2009
卷期：24:2
頁次：頁1-16
主題關鍵詞：功能性；享樂性；滿意度；購後行為；Utilitarian；Hedonic；Satisfaction；Post-purchase behavior
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(1) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:1
  • 共同引用共同引用:70
  • 點閱點閱:8
乘客對於客運服務品質的要求大幅提升，業者也開始重視如何提升乘客的滿意度。服務品質的屬性是影響消費者滿意度與行為的最主要因素之一。近期的研究顯示，消費者在面對產品或服務的選擇時，通常會有功能性或享樂性兩方面的考量，他們通常會依這兩方面進行判斷，產生不同的滿意度，進而影響其購後行為。本研究探討功能性與享樂性之服務品質屬性對乘客滿意度的影響，並進一步研究滿意度對購後行為的影響。研究結果顯示，享樂性對乘客搭乘滿意度的影響大於功能性，而滿意度對於忠誠度和正面口碑傳遞等正面的購後行為影響大於負面口碑傳遞、顧客忽略和顧客退出等負面的購後行為。
City bus passengers requested higher service quality than before. And carriers have respect for how to increase passengers' satisfaction. The attribute of service quality is a major factor which can affects consumers' satisfaction and behaviors. Recent researches revealed that customers will consider both utilitarian and hedonic attributes of the product or service while making choice or judgment. And that will generate different level of satisfaction and further effect on post-purchase behavior. This study will discuss how utilitarian and hedonic attributes affect passengers' satisfaction and behavior. The result reveals that the hedonic attribute has more effect on satisfaction than the utilitarian attribute. And satisfaction makes more effect on positive post-purchase behaviors than on negative behaviors.
期刊論文
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26.Crowley, Ayn E.、Spangeberg, Eric R.、Hughs, Kevin R.(1992)。Measuring the Hedonic and Utilitarian Dimension of Attitude Toward Product Categories。Marketing Letter，3(3)，239-249。  new window
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35.任維廉、胡凱傑(20010600)。大眾運輸服務品質量表之發展與評估--以臺北市公車系統為例。運輸計劃，30(2)，371-407。new window  延伸查詢new window
36.Mano, Haim、Oliver, Richard L.(1993)。Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction。Journal of Consumer Research，20(3)，451-466。  new window
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會議論文
1.Anderson, Eugene W.、Sullivan, Mary W.(1990)。Customer Satisfaction and Retention Across Firms。The TIMS College of Marketing Special Interest Conference on Services Marketing。Nashville, TN。  new window
2.交通部運輸研究所(2008)。國內城際大眾運輸定位與發展研討會會議手冊。國內城際大眾運輸定位與發展研討會。  延伸查詢new window
研究報告
1.任維廉、胡凱傑、林容聖、吳佳綺(2000)。國道客運業營運績效與服務品質之評估。  延伸查詢new window
學位論文
1.周駿呈(1998)。台北市聯營公車服務品質與乘客滿意度之研究(碩士論文)。淡江大學。  延伸查詢new window
2.張醒亞(1995)。航空運輸業服務品質、顧客滿意與購買意向因果關係之研究(碩士論文)。國立雲林科技大學。  延伸查詢new window
圖書
1.Hatcher, L.(1998)。A Step-by-step Approach to Using the SAS System for Factor Analysis and Structural Equation Modeling。Cary：SAS Institute Inc.。  new window
2.Hunt, H. Keith(1977)。Conceptualization and measurement of consumer satisfaction and dissatisfaction。Marketing Science Institute。  new window
3.Engle, J. F.、Blackwell, R. D.、Miniard, P. W.(1994)。Consumer Behavior。Orlando, FL：Dryden Press。  new window
4.Deming, W. Edwards(1982)。Quality, Productivity and Competitive Position。Cambridge, Massachusetts：Massachusetts Institute of Technology, Center for Advanced Engineering Study。  new window
5.Hirschman, A. O.(1970)。Exit, Voice, and Loyalty: Responses to Decline in Firms, Organizations, and States。Harvard University Press。  new window
6.Corsby, P. B.(1979)。Quality id Free: The Art of Marking Quality Certain。New York：McGraw-Hill。  new window
圖書論文
1.Yi, Youjae(1991)。A Critical Review of Consumer Satisfaction。Review of marketing。American Marketing Association。  new window
 
 
 
 
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