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題名：消費者滿意度與忠誠度影響因素之探討--以某連鎖複合式咖啡店為例
書刊名：觀光旅遊研究學刊
作者：郭淑玲／蔡明智／蔡美英
作者(外文)：Kuo, Caro／Tsai, Ming-chi／Tsai, Meei-ing
出版日期：2018
卷期：13:1
頁次：頁73-91
主題關鍵詞：商店位置；商店氣氛；行銷策略；滿意度；忠誠度；Store location；Store atmosphere；Marketing strategy；Customer satisfaction；Customer loyalty
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(4) 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:4
  • 共同引用共同引用:143
  • 點閱點閱:20
本研究以某新成立的連鎖複合式咖啡店的消費者為研究對象，探討影響消費者滿意度與忠誠度的因素。透過重要度及績效分析(Importance-Performance Analysis, IPA)，瞭解連鎖複合式咖啡店消費者對商店位置、商店氣氛、服務品質、行銷策略等因素的重視程度，以及個案連鎖複合式咖啡店在這些因素上的表現。進而以結構方程模式(Structural Equation Modeling, SEM)，探討這些因素對消費者滿意度及忠誠度的影響。研究結果顯示，商店位置、商店氣氛、行銷策略等構面，對顧客滿意度具有顯著的正向影響，而顧客滿意度對顧客忠誠度具有顯著的正向影響。根據上述結果，本研究並提出具體結論與建議，提供經營者在規劃經營方向，及擬定營運策略之參考。
Taking the consumers in a new chain compound coffee shop as the research samples, this study tries to investigate the factors that affect customer satisfaction and customer loyalty. Firstly, Importance-Performance Analysis (IPA) is used to understand the importance of store locations, store atmosphere, service quality, and marketing strategy from the viewpoint of customer, as well as the performance of focal chain compound coffee shop on these factors. Structural Equation Modeling (SEM) is then used to explore how these factors affect the customer satisfaction, and how customer satisfaction affects customer loyalty. Results reveals that store location, store atmosphere, and marketing strategy have significantly positive influence on customer satisfaction, and customer satisfaction has significantly positive influence on customer loyalty. Conclusions and suggestions are provided based on the research results for the managers as references for their future planning and operations.
期刊論文
1.陳元陽、許世芸、蘇智鈴(20070600)。消費者對複合式餐飲商店形象之研究。運動與遊憩研究，1(4)，30-41。new window  延伸查詢new window
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5.楊瑞泉、李文益、段志和(20080700)。大學體育室服務品質之研究。萬能商學學報，13，219-232。  延伸查詢new window
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9.古美玉、王贊旭(20021200)。以消費者角度探討便利商店位址選擇之研究。勤益學報，20(2)，357-380。  延伸查詢new window
10.Blut, M.、Frennea, C. M.、Mittal, V.、Mothersbaugh, D. L.(2015)。How Procedural, Financial and Relational Switching Costs Affect Customer Satisfaction, Repurchase Intentions, and Repurchase Behavior: A Meta-Analysis。International Journal of Research in Marketing，32(2)，226-229。  new window
11.Jang, Y. J.、Kim, W. G.、Lee, H. Y.(2015)。Coffee Shop Consumers' Emotional Attachment and Loyalty to Greenstores: The Moderating Role of Green Consciousness。International Journal of Hospitality Management，44，146-156。  new window
12.Eneizan, B. M.、Wahab, K. A.(2016)。Effect of Green Marketing Strategy on Customer Satisfaction in Jordan。Arabian Journal of Business and Management Review，5(9)，34-40。  new window
13.Kim, S.-H.、Lee, S.(2017)。Promoting customers' involvement with service brands: evidence from coffee shop customers。Journal of Services Marketing，31(7)，733-744。  new window
14.Lai, I. K. W.、Hitchcock, M.(2015)。Importance-Performance Analysis in Tourism: A Framework for Researchers。Tourism Management，48，242-267。  new window
15.Pan, Frank C.(2015)。Practical Application of Importance-Performance Analysis in Determining Critical Job Satisfaction Factors of a Tourist Hotel。Tourism Management，46，84-91。  new window
16.Susanty, A.、Kenny, E.(2015)。The Relationship between Brand Equity, Customer Satisfaction, and Brand Loyalty on Coffee Shop: Study of Excelso and Starbucks。ASEAN Marketing Journal，7(1)，14-27。  new window
17.Shin, C.-S.、Hwang, G.-S.、Lee, H.-W.、Cho, S.-R.(2015)。The Impact of Korean Franchise Coffee Shop Service Quality and Atmosphere on Customer Satisfaction and Loyalty。The East Asian Journal of Business Management，5(4)，45-57。  new window
18.Parasuraman, A. P.、Zeithaml, V. A.、Berry, L. L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Practical Perceptions of Service Quality。Journal of Retailing，64(1)，12-40。  new window
19.Baker, Julie、Parasuraman, A.、Grewal, Dhruv、Voss, Glenn B.(2002)。The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage Intentions。Journal of Marketing，66(2)，120-141。  new window
20.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
21.Brady, Michael K.、Cronin, J. Joseph Jr.(2001)。Some New Thoughts on Conceptualizing Perceived Service Quality: a Hierarchical Approach。Journal of Marketing，65(3)，34-49。  new window
22.Lee, Moonkyu、Cunningham, Lawrence F.(2001)。A Cost/Benefit Approach to Understanding Service Loyalty。Journal of Services Marketing，15(2)，113-130。  new window
23.Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research，2(3)，244-249。  new window
24.Mittal, Vikas、Kamakura, Wagner A.(2001)。Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics。Journal of Marketing Research，38(1)，131-142。  new window
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26.林玫玫(20051200)。服務品質與顧客滿意度關係之研究。經營管理論叢，特刊，287-294。new window  延伸查詢new window
27.Bowen, John T.、Chen, Shiang‐Lih(2001)。The Relationship between Customer Loyalty and Customer Satisfaction。International Journal of Contemporary Hospitality Management，13(5)，213-217。  new window
28.Wakefield, Kirk L.、Baker, Julie(1998)。Excitement at the Mall: Determinants and Effects on Shopping Response。Journal of Retailing，74(4)，515-539。  new window
29.洪珠媚(20071100)。大臺南地區運動健身俱樂部會員服務品質、滿意度與忠誠度之因果徑路關係研究。北體學報，15，193-203。new window  延伸查詢new window
30.Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review，73(6)，88-99。  new window
31.Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing，54(2)，69-82。  new window
32.Turley, L. W.、Milliman, R. E.(2000)。Atmospheric Effects on Shopping Behavior: A Review of the Experimental Evidence。Journal of Business Research，49(2)，193-211。  new window
學位論文
1.闕山晴(2002)。顧客滿意度與忠誠度之研究--以西式速食業為例(碩士論文)。國立臺灣科技大學，台北。  延伸查詢new window
2.楊日融(2003)。咖啡店經營關鍵成功因素之研究(碩士論文)。國立中正大學，嘉義。  延伸查詢new window
3.林陽助(1996)。顧客滿意度決定模型與效果之研究--台灣自用小客車之實證(博士論文)。國立臺灣大學。new window  延伸查詢new window
圖書
1.徐達光(2003)。消費者心理學：消費者行為的科學研究。東華書局。  延伸查詢new window
2.張宮熊(2002)。休閒事業概論。台北：揚智。  延伸查詢new window
3.周泰華、杜富燕(1997)。零售管理。臺北：華泰書局。  延伸查詢new window
4.周文賢(1999)。行銷管理。台北市：智勝文化。  延伸查詢new window
5.翁興利(2004)。政策規劃與行銷。臺北市：華泰文化事業股份有限公司。  延伸查詢new window
6.Rivoli, Pietra、洪世民(2005)。一件T恤的全球經濟之旅。臺北：日月文化。  延伸查詢new window
7.Kotler, Philip、許是祥(1982)。行銷學通論。臺北：中華企業管理發展中心。  延伸查詢new window
8.蕭玉倩(1999)。餐飲概論。臺北：揚智文化。  延伸查詢new window
9.Kotler, P.(1998)。Marketing Management: Analysis, Planning, and Control。NJ：Prentice-Hall。  new window
10.McCarthy, E. J.(1960)。Basic Marketing, a Managerial Approach。Homewood, Ill.：Richard D. Irwin。  new window
11.Lewison, D. M.、Delozier, M. W.(1989)。Retailing。Merrill Publishing Company。  new window
12.Nelson, R. L.(1958)。The Selection of Retail Locations。New York：F.W. Dodge Corporation。  new window
13.Phillips, C. F.、Duncan, D. J.、Carman, J. M.、Uhl, K. P.(1973)。Phillips and Duncan's Marketing: Principles and Methods。Homewood, Ill.：Richard D. Irwin。  new window
14.Hair, Joseph F. Jr.、Black, William C.、Babin, Barry J.、Anderson, Rolph E.、Tatham, Ronald L.(2006)。Multivariate data analysis。Pearson。  new window
15.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
其他
1.楊美玲，黃毓純，王思涵，曾芯敏(20170419)。台灣1年喝掉28.5億杯 揭露「好咖啡」的5大條件！，https://udn.com/news/story/7186/2410411。  延伸查詢new window
圖書論文
1.Kim, S.-H.、Kim, M.-S.、Lee, D. H.(2016)。The Effects of Personality Traits and Congruity on Customer Satisfaction and Brand Loyalty: Evidence from Coffee Shop Customers。Advances in Hospitality and Leisure。Emerald Group Publishing Limited。  new window
 
 
 
 
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