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：國道客運乘客知覺之服務品質，滿意度與移轉障礙對其行為意向之影響
書刊名：運輸計劃
作者：任維廉 引用關係／呂堂榮
作者(外文)：Jen, William／Lu, Tang-jung
出版日期：2004
卷期：33:2
頁次：頁421-447
主題關鍵詞：國道客運業；服務品質；顧客滿意度；移轉障礙；消費者行為意向；Scheduled coach service；Service quality；Customer satisfaction；Switching barriers；Behavioral intentions
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(17) 博士論文(2) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:17
  • 共同引用共同引用:70
  • 點閱點閱:43
以往對影響消費者行為意向的研究，大多僅著重於服務犧牲與服務價值之關連，較缺乏探討服務品質、顧客滿意度與移轉障礙之影響。本研究企圖將上述各構念皆納入模式考量，俾更能解釋國道客運業乘客的行為意向。本研究採線性結構關係模式作為!驗證模式配適度之分析工具。研究對象包含台北台南線與台中高雄線各四家公司之乘客。調查方式於各公司起迄點隨機發放問卷，由乘客帶回填寫後以郵寄方式回收。本研究共發出5,503份問卷，有效回收問卷1,097份。分析結果顯示，除移轉障礙中之人際關係對消費者行為意向之影響未達到統計的顯著性外，其餘之研究假設經檢定後均成立。本研究也依據研究結果提供業者營運管理之相關建議。
Earlier research only stressed the effects of service sacrifice and service value on customer’s behavioral intentions, while lacking the understanding of the effects of service quality, customer satisfaction and switching barriers. This study attempts to take all the above-mentioned constructs into consideration and explain passengers’ behavioral intentions more in depth. The analytical tool of Linear Structural Relations (LISREL) is used in this study. The research subjects include passengers of four companies both的the Taipei- Tainan route and the Taichung-Kaohsiung route. The questionnaires for survey were given in random to passengers in the waiting rooms of various companies. The passengers were asked to mail back the completed questionnaires. 5,503 questionnaires in total were delivered, and 1,097 effective responses were received. The results of this study indicate that although the effect of interpersonal relationships of switching barriers on passengers’ behavioral intention did not reach the statistically significant level, the other hypotheses of causal relationships were verified. This paper also provided business management suggestions for scheduled coach service operators.
期刊論文
1.Gerbing, D. W.、Anderson, James C.(1992)。Monte Carlo Evaluations of Goodness of Fit Indices for Structural Equation Models。Sociological Methods and Research，21(2)，132-160。  new window
2.Hensher, D. A.、Daniels, R.(1995)。Productivity Measurement in the Urban Bus Sector。Transport Policy，2(3)，179-194。  new window
3.Lee, M.、Cunningham, L. F.(1996)。Customer Loyalty in the Airline Industry。Transportation Quarterly，50(2)，57-72。  new window
4.de Ruyter, K.、Wetzels, M.、Lemmink, J.、Mattsson, J.(1997)。The Dynamics of The Service Delivery Process: A Value-Based Approach。International Journal of Research in Marketing，14(3)，231-243。  new window
5.Beatty, S. E.、Mayer, M.、Coleman, J. E.、Reynolds, K. E.、Lee, J.(1996)。Customer-Sales Associate Retail Relationship。Journal of Retailing，72(3)，223-247。  new window
6.Dodds, W. B.、Monroe, K. B.(1990)。The Effect of Brand and Price Information on Subjective Product Evaluations。Advances in Consumer Research，12(1)，85-91。  new window
7.Grewal, D.、Monroe, K. B.、Krishnan, R.(1998)。The effects of price-comparisons advertising on buyers' perceptions of acquisition value, transaction value, and behavioral intentions。Journal of Marketing，62(2)，46-59。  new window
8.Woodruff, R. B.、Clemons, D. S.、Schumann, D. W.、Gardial, S. F.、Emest, R. C.、Jenkins, R. L.(1983)。Modeling Consumer Satisfaction Processes Using Experience-Based Norms。Journal of Marketing Research，20(3)，296-304。  new window
9.郭德賓、周泰華、黃俊英(20000300)。服務業顧客滿意評量之重新檢測與驗證。中山管理評論，8(1)，153-200。new window  延伸查詢new window
10.Rusbult, C. E.(1980)。Commitment and satisfaction in romantic associations: A test of the investment model。Journal of Experimental Social Psychology，16(2)，172-186。  new window
11.Jones, M. A.、Mothersbaugh, D. L.、Beatty, S. E.(2000)。Switching barriers and repurchase intentions in services。Journal of Retailing，76(2)，259-274。  new window
12.Ping, Robert A. Jr.(1993)。The effects of satisfaction and structural constraints on retailer exiting, voice, loyalty, opportunism, and neglect。Journal of Retailing，69(3)，320-352。  new window
13.Price, Linda L.、Arnould, Eric J.(1999)。Commercial Friendships: Service Provider-Client Relationships in Context。Journal of Marketing，63(4)，38-56。  new window
14.Anderson, James C.、Gerbing, David W.(1988)。Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach。Psychological Bulletin，103(3)，411-423。  new window
15.Cronin, J. Joseph Jr.、Brady, Michael K.、Hult, G. Tomas M.(2000)。Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments。Journal of Retailing，76(2)，193-218。  new window
16.Murray, Keith B.(1991)。A test of services marketing theory: Consumer information acquisition activities。Journal of Marketing，55(1)，10-25。  new window
17.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
18.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
19.Heide, Jan B.、John, George(1988)。The Role of Dependence Balancing in Safeguarding Transaction-Specific Assets in Conventional Channels。Journal of Marketing，52(1)，20-35。  new window
20.Oh, Haemoon(1999)。Service Quality, Customer Satisfaction, and Customer Value: A Holistic Perspective。International Journal of Hospitality Management，18(1)，67-82。  new window
21.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
22.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
23.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
24.Westbrook, Robert A.、Oliver, Richard L.(1991)。The dimensionality of consumption emotion patterns and consumer satisfaction。Journal of Consumer Research，18(1)，84-91。  new window
25.Zeithaml, Valarie A.(1988)。Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence。Journal of Marketing，52(3)，2-22。  new window
26.Dodds, William B.、Monroe, Kent B.、Grewal, Dhruv(1991)。Effect of Price, Brand, and Store Information on Buyers' Product Evaluations。Journal of Marketing Research，28(3)，307-319。  new window
27.Sheth, Jagdish N.、Newman, Bruce I.、Gross, Barbara L.(1991)。Why We Buy What We Buy: The Theory of Consumption Value。Journal of Business Research，22(2)，159-170。  new window
28.Widing, R. E.、Singh, J.(1991)。What Occurs Once Consumers Complain?。European Journal of Marketing，25(5)，30-46。  new window
29.Polo, F.(1999)。A Model of Urban Transport Management。Transportation Research, Part B: Methodological，33，43-61。  new window
會議論文
1.藍武王(2001)。公路公車之轉型與蛻變。沒有紀錄。  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.Gremler, Dwayne D.(1995)。The Effect of Satisfaction, Switching Costs, and Interpersonal Bonds on Service Loyalty(博士論文)。Arizona State University，Tempe, Arizona。  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.Heskett, J. L.、Sasser, W. Earl Jr.、Hart, C. W. L.(1990)。Service breakthroughs: Changing the rules of the game。New York：The Free Press, A Division of Macmillan, Inc.。  new window
3.Monroe, Kent B.(1990)。Pricing : Marketing Profitable Decisions。McGraw-Hill Publishing Company。  new window
4.Fowler, F. J. Jr.(1993)。Survey Research Methods。Newbury Park, CA。  new window
5.Fishbein, M.、Ajzen, I.(1980)。Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research。Addison-Wesley。  new window
6.Porter, Michael E.(1985)。Competitive Advantage: Creating and Sustaining Superior Performance。New York, NY：Schuster Inc.。  new window
7.Babbie, Earl R.(2001)。The Practice of Social Research。Belmont, California：Wadsworth Publishing Company。  new window
8.Ben-Akiva, Moshe E.、Lerman, Steven R.(1985)。Discrete choice analysis: Theory and application to travel demand。Cambridge, Massachusetts：MIT Press。  new window
9.Zeithaml, Valarie A.、Bitner, Mary Jo(2000)。Service marketing: Integrating customer focus across the firm。McGraw-Hill。  new window
10.Joreskog, K. G.、Sorbom, D.(1993)。LISREL 8: User's Reference Guide。Chicago：Scientific Software。  new window
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
1. 服務品質與服務補救對顧客忠誠度影響之研究—以基隆港郵輪乘客為例
2. 資訊系統成功模式建立網路行銷與虛擬個人品牌之研究
3. 台灣旅館業品牌形象、服務品質、顧客滿意度、重遊意願之研究
4. 從知覺價值觀點探討影響顧客満意度及行為意圖之因素－以星巴克咖啡為例
5. 臺灣國際觀光旅館服務品質、顧客滿意度與顧客忠誠度之關係研究─兼論顧客滿意度之中介效果
6. 五星級渡假旅館服務品質與體驗行銷對再購意願影響效果
7. 台灣B2B驗證服務產業服務品質、品牌信任、關係行銷對顧客滿意度與忠誠度影響之研究
8. 內部行銷、關係慣性與顧客滿意度之實證研究
9. 連鎖生鮮超市服務品質、顧客滿意度與顧客忠誠度之相關性研究 - 信賴感與關係慣性的干擾效果
10. 銀行服務品質與顧客滿意度之多群組比較分析－以信用合作社改制商業銀行為例
11. 電信新產品服務知覺品質、服務等候、企業形象與知覺價值對台灣區消費者行為意向與選擇行為之影響
12. 旅客行為意向管理：服務品質，滿意度，知覺價值與移轉障礙之整合模式
13. 值得信賴、信任、價值、滿意度與忠誠度關係之研究─以國際航空旅客為例
14. 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
15. 國際觀光旅館效率與效能評估模式之建構
 
無相關著作
 
無相關點閱
 
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：431（臺灣：427，外國：4） ／ 本年度總使用人次：1780212 ／ 訪客人次（自102年09月）：67572519
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