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題名：服務品質、企業形象、顧客滿意與行為意向之研究--以用電設備檢驗維護業為例
書刊名：顧客滿意學刊
作者：蕭鳳君／盧永祥 引用關係
作者(外文)：Hsiao, Feng-chun／Lu, Yung-hsiang
出版日期：2014
卷期：10:2
頁次：頁141-165
主題關鍵詞：服務品質；企業形象；顧客滿意；行為意向；Service quality；Corporate image；Customer satisfaction；Behavior intention
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(0) 博士論文(0) 專書(0) 專書論文(0)
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  • 共同引用共同引用:52
  • 點閱點閱:103
本研究以用電設備檢驗維護業之顧客為主要研究對象，採用非機率的配額抽樣法進行問卷調查，探討服務品質、企業形象、顧客滿意與行為意向彼此間之關係。資料分析方法包括敘述性統計分析、量表信效度分析及結構方程模式（Structural Equation Model; SEM）。根據分析結果顯示：（1）服務品質對企業形象、顧客滿意及行為意向均呈現顯著正向影響；（2）企業形象對顧客滿意呈現顯著正向影響；（3）顧客滿意對行為意向呈現顯著正向影響。
This research aimed at consumers who have purchased electrical equipment inspection & maintenance industry, and also used non-probability sampling method for the questionnaire, and which mainly described the relationships among the service quality, corporate image, customer satisfaction and behavior intention. The analytical method of the materials includes: descriptive statistics, reliability and validity analysis and Structural Equation Modeling (SEM). The results showed that: (1) Service quality was significant and positive effect on corporate image, customer satisfaction, and behavior intention, respectively. (2) Corporate image was significant and positive effect on customer satisfaction. (3) Customer satisfaction was significant and positive effect on behavior intention.
期刊論文
1.Parker, C.、Mathews B. P.(2001)。Marketing Intelligence and Planning。Bradford，19(1)，38-40。  new window
2.Muslim, Amin、Isa, Zaidi(2008)。An examination of the relationship between perception of service quality and customer satisfaction: A SEM approach towards Malaysian Islamic banks。International Journal of Islamic Middle Eastern Finance and Management，1(3)，191-209。  new window
3.Ahuja, I. P. S.、Khamba, J. S.(2008)。Strategies and Success Factors for Overcoming Challenges in TPM Implementation in Indian Manufacturing Industry。Journal of Quality in Maintenance Engineering，14(2)，123-147。  new window
4.Bagozzi, R. P.、Yi. Y.(1988)。Structural Equation Models in Experimental Research。Journal of Marketing Research，14(7)，209-266。  new window
5.Nam, S.(2008)。Service Quality in Retail Banking: A Cross-cultural Perspective。Journal of American Academy of Business, Cambridge，13(7)，223-230。  new window
6.Parasuraman, A.、Zeithmal, V. A.、Berry, L. L.(1996)。Reassessment of Exception as a Comparison Standard in Measuring Service Quality: Implication for Further Research。Journal of Marketing，58(1)，111-124。  new window
7.吳偉文(20070300)。以企業形象觀點探討兩岸三地之千大公司排名。東亞論壇，455，33-50。new window  延伸查詢new window
8.許嘉霖(20090200)。提升服務品質的思維與作法。品質月刊，45(2)，29-37。  延伸查詢new window
9.Al-hawari, M.(2008)。The Influence of Traditional Service Quality Factors on Customer Satisfaction: A Practical Study within the Context of Australian Banking。The Business Review, Cambridge，11(2)，114-119。  new window
10.Reimann, M.、Lunemann, U. F.、Chase, R. B.(2008)。Uncertainty Avoidance as A Moderator of the Relationship Between Perceived Service Quality and Customer Satisfaction。Journal of Service Research，11(1)，63-73。  new window
11.Burmann, C.、Schaefer, K.、Maloney, F.(2008)。Industry image: its impact on the brand image of potential employees。Journal of Brand Management，15(3)，157-176。  new window
12.Baker, D. A.、Crompton, J. L.(2000)。Quality, satisfaction, behavioral intentions。Annals of Tourism Research，27(3)，785-804。  new window
13.Lee, G. G.、Lin, H. F.(2005)。Customer perceptions of e-service quality in online shopping。International Journal of Retail and Distribution Management，33(2/3)，161-176。  new window
14.Nguyen, N. O.、LeBlanc, G.、Garvin, D. A.(2001)。Corporate Image and Corporate Reputation in Customer's Retention Decision in Services。Journal of Retailing and Consumer Services，8(4)，227-236。  new window
15.林聰哲(20081200)。中部地區高爾夫球場服務品質、消費者知覺價值、滿意度與行為意向之研究。管理實務與理論研究，2(4)，196-214。new window  延伸查詢new window
16.劉春初、鄧瑜旻、王澤宇(20091200)。服務品質、品牌形象、顧客滿意度與再購意願之關係--以國際品牌行動電話為例。中華管理學報，10(4)，17-38。new window  延伸查詢new window
17.Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review，68(5)，105-111。  new window
18.Hemon, Peter、Nitecki, Danuta A.、Altman, Elllen(1999)。Service Quality and Customer Satisfaction: an assessment and future directions。The Journal of Academic Librarianship，25(1)，9-17。  new window
19.Yi, Youjae(1993)。The Determinants of Consumer Satisfaction: the Moderating Role of Ambiguity。Advances in Consumer Research，20(1)，502-506。  new window
20.Gronroos, C.(1988)。Service Quality: The Six Criteria of Good Perceived Service。Review of Business，9(3)，10-14。  new window
21.Kaiser, Henry F.、Rice, John(1974)。Little Jiffy, Mark IV。Educational and Psychological Measurement，34(1)，111-117。  new window
22.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
23.Kaiser, Henry F.(1970)。A second generation little jiffy。Psychometrika，35(4)，401-415。  new window
24.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
25.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
26.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
27.Koivumäki, T.、Ristola, A.、Kesti, M.(2008)。The effects of information quality of mobile services on user satisfaction and service acceptance: Empirical evidence from Finland。Behavior and Information Technology，27(5)，375-385。  new window
28.Alloza, A.(2008)。Brand engagement and brand experience at BBVA: The transformation of a 150-year-old company。Corporate Reputation Review，11(4)，371-379。  new window
學位論文
1.黃明政(2004)。銀行業服務品質、企業形象與顧客忠誠度之研究(碩士論文)。南華大學。  延伸查詢new window
2.周文亮(2008)。供電服務品質、價格、企業形象與顧客滿意度關係之實證研究(碩士論文)。國立中山大學。  延伸查詢new window
3.莊博州(2010)。服務品質、顧客滿意度與行為意圖之探討--以觀光旅館餐飲部門為例(碩士論文)。實踐大學，臺北市。  延伸查詢new window
4.彭耀平(2006)。餐飲服務業影響顧客行為意向之相關因素研究--以關係品質為中介變數(碩士論文)。國立臺北大學。  延伸查詢new window
5.王政杰(2004)。國際觀光旅館之信任、承諾、關係品質與行為意向之研究(碩士論文)。輔仁大學。  延伸查詢new window
6.黃宏鈞(2001)。企業形象與服務品質對消費者再購行為之影響：顧客關係的中介效果(碩士論文)。國立臺灣大學。  延伸查詢new window
7.郭彥谷(2009)。服務品質、企業形象、顧客滿意度對顧客忠誠度關聯性之研究--以高等海事教育機構為例(博士論文)。國立臺灣海洋大學。new window  延伸查詢new window
8.黃映瑀(2005)。體驗行銷、體驗價值、顧客滿意、品牌形象與行為意向關係之研究(碩士論文)。大葉大學。  延伸查詢new window
圖書
1.曾光華(2007)。服務業行銷--品質提昇與價值創造。台北：前程文化。  延伸查詢new window
2.Schumacker, R. E.、Lomax, R. G.(1996)。A beginner's guide to structural equation modeling。Mahwah, New Jersey：Lawrence Erlbaum Associates, Publishers。  new window
3.Peter, J. P.、Olson, J. C.(1999)。Consumer behavior and marketing strategy。Boston：McGraw-Hill。  new window
4.Aaker, David A.(1996)。Building Strong Brand。Free Press。  new window
5.Keller, Kevin Lane(1998)。Strategic Brand Management: Building, Measuring, and Managing Brand Equity。Prentice-Hall, Inc.。  new window
6.Hair, Joseph F. Jr.、Black, William C.、Babin, Barry J.、Anderson, Rolph E.、Tatham, Ronald L.(2006)。Multivariate data analysis。Pearson Prentice Hall。  new window
7.Peter, J. Paul、Olson, Jerry C.(1987)。Consumer behavior: Marketing Strategy Perspectives。Richard D. Irwin, Inc.。  new window
8.Walters, Charles G.(1978)。Consumer behavior: An integrated framework。Richard D. Irwin Inc.。  new window
9.Kotler, Philip、Ang, S. H.、Leong, S. M.、Tan, C. T.(2003)。Marketing management: An Asian perspective。Prentice Hall。  new window
10.Blackwell, Roger D.、Miniard, Paul W.、Engel, James F.(2001)。Consumer Behavior。Ft. Worth, Tex：Harcourt College Publishers。  new window
11.陳順宇(2005)。多變量分析。華泰文化事業股份有限公司。  延伸查詢new window
 
 
 
 
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