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：服務品質可以提升房仲業顧客滿意程度？
書刊名：嶺東學報
作者：施光訓 引用關係／林靜怡／林秋錦
作者(外文)：Shih, Kuang-husn／Lin, Ching-yi／Lin, Chiu-chin
出版日期：2014
卷期：36
頁次：頁35-51
主題關鍵詞：房地產投資；金融服務；信任；顧客關係；服務品質；Real estate property investments；Financial service；Trust；Customer relationship；Service quality
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(0) 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:0
  • 共同引用共同引用:19
  • 點閱點閱:83
房地產物業投資是金融服務業重要的一環，物業投資不論其用途為何，都是個人與企業理財行為中必要且重要的資產配置元素。物業銷售的複雜度與困難度相對於其他銷售業務而言，具備高度法令遵循、行銷週期長、標的價值高、及高度利潤、標的特異、顧客關係導向與同業競爭等特性，房仲業同時扮演買方與賣方經紀的角色，可以算是最其有銷售挑戰性的行業。本研究以計劃行為理論探討「顧客關係」、「服務品質」、「信任」等變數對顧客滿意度的影響，運用結構方程模型進行分析驗證構面間關聯性，並對模型進行假說驗證。希望研究發現可為房仲業在重視顧客需求下發展出一套模式，作為業者制定策略、企業經營與行銷規劃時的參考依據，進而創造有利提升房仲業經營績效與競爭力的模式。研究結果顯示，消費者除了不認為服務品質對於顧客滿意度有正向影響外，其餘皆成立。透過長期經營顧客，建立顧客關係，得到客戶與潛在客戶的初步信任後，才有機會以專業服務取得客戶的滿意。如果僅於開發客戶時以短期的最高規格服務爭取客戶，不但無法贏得滿意度，甚至產生負向效果，不利客戶關係的長期經營。本研究結果發現房仲業顧客與其他服務產業在行銷滿意認知上具有顯著差異，值得作為房仲業者經管與調整銷售流程的參考依據。
Real estate property investments are an important part of financial services. Regardless of the purpose for investing in properties, real estate is an essential and important element of personal and corporate financial behavior and asset allocation. Compared to other sales services, real estate sales, in terms of their complexity and difficulty, are characterized by high requirements for legal compliance, long sales periods, high target values and profits, special subjects, a customer relation orientation, and industrial competition. The realty industry also plays the role of buyer and seller in different occasions. It can therefore be regarded as a challenging industry. This study used planned behavior theory to explore the impact of a number of variables on customer satisfaction, including customer relationship, service quality, and trust. The structural equation model was used to analyze and verify the associations among dimensions, validate the hypotheses of the model, and develop a model that could focus on customer demand. This model could be presented as a reference for the realty industry for the development of strategy, business operation and sales planning. The proposed model is expected to help enhance industry performance and competitiveness. Based on the results, the hypotheses were all supported, except for the hypothesis that consumers would feel no positive impact of service quality on customer satisfaction. In other words, realty customers show significant differences in their sales perception as compared to consumers of other industries. The findings contribute to the operation and sales process adjustments in the realty industry.
期刊論文
1.Mohsan, F.、Nawaz, M. M.、Khan, S. M.、Shaukat, Z.、Aslam, N.(2011)。Impact of customer satisfaction on customer loyalty and intentions to switch: evidence from banking sector of Pakistan。International Journal of Business and Social Science，2(16)，263-270。  new window
2.Liu, S.-F.、Wang, W.-C.、Chen, Y.-H.(2009)。Applying Store Image and Consumer Behavior to Window Display Analysis。Journal of American Academy of Business，14(2)，70-74。  new window
3.Geçti, F.、Zengin, H.(2013)。The Relationship between Brand Trust, Brand Affect, Attitudinal Loyalty and Behavioral Loyalty: A Field Study towards Sports Shoe Consumers in Turkey。International Journal of Marketing Studies，5(2)，111-119。  new window
4.王明杰、孫思源(2013)。影響餐飲業使用無線點餐系統之因素--結合計畫行爲理論以及知覺風險理論。商業現代化學刊，14(1)，277-306。new window  延伸查詢new window
5.王瑩瑋、鄭智豪、吳靜宜(2014)。商店印象與服務品質對知覺價値、顧客滿意度與顧客行爲意向影響之研究--以台隆手創館爲例。服務業管理評論，11，1-24。new window  延伸查詢new window
6.吳淑敏、蔡俊男(2013)。網路購物信任與知覺價値對顧客滿意度之影響--以大學生爲例。中華管理評論國際學報，16(1)，1-21。  延伸查詢new window
7.吳淑鶯、林庭如(20131200)。顧客關係聯結與創新行銷策略對主題遊樂園消費者行為之影響。創新與經營管理學刊，4(2)，45-67。new window  延伸查詢new window
8.張書豪(2010)。顧客自發公民行爲：個人對商店與銷售人員之多層次分析。商略學報，2(2)，125-140。new window  延伸查詢new window
9.趙時樑、呂錦隆、張承先、陳伯全(20130600)。以結構方程模式驗證轉換障礙對顧客忠誠度影響之研究--以海運承攬運送業為例。航運季刊，22(2)，1-17。new window  延伸查詢new window
10.蕭至惠、蔡進發、顏國充(2012)。服務品質、關係品質對顧客忠誠度關係之探討--以S化妝品公司club會員爲例。環境與管理研究，12(2)，47-66。new window  延伸查詢new window
11.Al-Alak, B. A.(2014)。Impact of marketing activities on relationship quality in the Malaysian banking sector。Journal of Retailing and Consumer Services，21(3)，347-356。  new window
12.Gazora, H.、Nematia, B.、Ehsania, A.、Amelehb, K. N.(2012)。Analyzing effects of service encounter quality on customer satisfaction in banking industry。Management Science Letters，2，859-868。  new window
13.King, S. F.、Burgess, T. F.(2008)。Understanding success and failure in customer management。Industrial Marketing Management，37(4)，421-431。  new window
14.Lin, C. W.、Lin, C. Y.、Lin, B.(2013)。Trading signals analysis of mobile trading services。International Journal of Mobile Communications，11(2)，107-122。  new window
15.Thirunarayan, K.、Anantharam, P.、Henson, C.、Shet, A.(2014)。Comparative Trust Management with Applications: Bayesian Approaches Emphasis。Future Generation Computer Systems，31，182-199。  new window
16.蔡雨勳、李明聰、劉修祥(2010)。服務品質、價值、滿意度及行為意圖關係之研究--以打狗英國領事官邸餐廳為例。休閒暨觀光產業研究，5(1/2)，54-69。new window  延伸查詢new window
17.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1988)。SERVQUAL: multipule-item scale for measure consumer perceptions of service quality。Journal of Retailing，64(1)，12-40。  new window
18.Peppers, Don、Rogers, Martha、Dorf, Bob(1999)。Is Your Company Ready for One-To-One Marketing?。Harvard Business Review，77(1)，151-160。  new window
19.Lu, L. C.、Chang, W. P.、Chang, H. H.(2014)。Consumer attitudes toward blogger's sponsored recommendations and purchase intention: the effect of sponsorship type, product type, and, brand awareness。Computers in Human Behavior，34(4)，258-266。  new window
20.Doney, Patricia M.、Cannon, Joseph P.(1997)。An Examination of the nature of trust in buyer-seller relationships。Journal of Marketing，61(2)，35-51。  new window
21.Fornell, Claes、Larcker, David F.(1981)。Evaluating Structural Equation Models with Unobservable Variables and Measurement Error。Journal of Marketing Research，18(1)，39-50。  new window
22.Zhao, Xinshu、Lynch, John G. Jr.、Chen, Qimei(2010)。Reconsidering Baron and Kenny: Myths and Truths about Mediation Analysis。Journal of Consumer Research，37(2)，197-206。  new window
23.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
24.Bagozzi, Richard P.、Yi, Youjae(1988)。On the Evaluation of Structural Equation Models。Journal of the Academy of Marketing Science，16(1)，74-94。  new window
25.Edvardsson, Bo、Johnson, Michael D.、Gustafsson, Anders、Strandvik, Tore(2000)。The effects of satisfaction and loyalty on profits and growth: products versus services。Total Quality Management，11(7)，917-927。  new window
26.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
27.Hu, Li-tze、Bentler, Peter M.(1999)。Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives。Structural Equation Modeling: A Multidisciplinary Journal，6(1)，1-55。  new window
28.Deng, Zhao-hua、Lu, Yao-bin、Wei, Kwok-Kee、Zhang, Jin-long(2010)。Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China。International Journal of Information Management，30(4)，289-300。  new window
圖書
1.Etzel, M. J.、Walker, B. J.、Stanton, W. J.(2001)。Marketing Management。McGraw-Hill。  new window
2.Sharma, Subhash(1996)。Applied Multivariate Techniques。John Wiley & Sons, Inc.。  new window
3.邱皓政(2003)。結構方程模式--LISREL的理論、技術與應用。雙葉書廊。  延伸查詢new window
4.Joreskog, K. G.、Sorbom, D.(1993)。LISREL 8: User's Reference Guide。Chicago：Scientific Software。  new window
5.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
圖書論文
1.Ajzen, Icek(1985)。From intentions to actions: A theory of planned behavior。Action Control: From Cognition to Behavior。Springer-Verlag。  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：493（臺灣：486，外國：7） ／ 本年度總使用人次：2314463 ／ 訪客人次（自102年09月）：68112301
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