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題名：網站服務品質、顧客滿意度及後續行為意圖之探討：以網路購物為例
書刊名：管理與系統
作者：廖則竣 引用關係／江志卿
作者(外文)：Liao, Chechen／Chiang, Chih-ching
出版日期：2005
卷期：12:1
頁次：頁23-47
主題關鍵詞：網站服務品質；資訊品質；顧客滿意度；後續行為意圖；Web service quality；Information quality；Customer satisfaction；Behavior intention
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(1) 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:0
  • 點閱點閱:99
由於網際網路的普及以及全球化競爭的激烈挑戰下，以顧客導向為思考模式的顧客關係管理及關係行銷的觀念在近幾年逐漸成熟且廣為企業所認同，學者大多認同瞭解顧客的期望及可能的行為意圖，是強化服務品質與提昇競爭力之不可或缺步驟，而服務品質的加強則是更深層顧客關係之重要發展要素。有鑑於此，本研究希望能藉由網路購物的調查研究，配合行銷與資管領域之相關服務品質、資訊品質、滿意度及資訊系統成功模式等理論為基礎，發展研究架構，並以資訊品質作為串連不同理論模式的基礎。研究結果顯示資訊品質顯著影響知覺服務品質與整體顧客滿意度，並且知覺服務品質與資訊品質也顯著影響整體顧客滿意度，而整體顧客滿意度更影響顧客的忠誠表現；同時，研究也發現整體顧客滿意度呈現知覺服務品質與顧客忠誠度的中介效果。
With the maturity and propagation of Internet applications, B2C EC becomes the essential sources of purchasing and consuming expenditure and the concept of customer relationship management becomes more popular. To understand customer's expectation and possible behavior intention are essential to strengthen service quality and gain competitive advantages. Hence, by investigation of online shopping that based on relevant theories from service quality, information quality, and customer satisfaction, this research proposes an integrated cause-effect model to explore and confirm the relationships among web service quality, information quality, service satisfaction, and customer behavior intention. The analysis reveals that information quality affect perceived web service quality and overall customer satisfaction, and then perceived web service quality and information quality also influence overall customer satisfaction. Besides, the customer loyalty was found to be influenced by overall customer satisfaction, while perceived web service quality does not have a direct effect on customer loyalty. Finally, discussions and managerial implications are also discussed.
期刊論文
1.Shu, Tian-Cole、Crompton, J. L.、Willson, V. L.(2002)。An empirical investigation ofthe relationships between service quality, satisfaction and behavioral intentionsamong visitors to a wildlife refuge。Journal of Leisure Research，34(1)，1-24。  new window
2.Lee, Yang W.、Strong, Diane M.、Kahn, Beverly K.、Wang, Richard Y.(2002)。AIMQ: A methodology for information quality assessment。Information & Management，40(2)，133-146。  new window
3.Shim, J. P.、Shin, Y. B.、Nottingham, L.(2002)。Retailer Web Site Influence on Customer Shopping: An Exploratory Study on Key Factors of Customer Satisfaction。Journal of the Association for Information Systems，3(3)，53-76。  new window
4.Van Dyke, T. P.、Prybutok, V. R.、Kappelman, L. A.(1999)。Cautions on the Use of the SERQUAL Measure to Assess the Quality of Information Systems Services。Decision Sciences，30(3)，877-891。  new window
5.Jiang, J. J.、Klein, G.、Crampton, S. M.(2000)。A note on SERVQUAL reliability and validity in information systems service quality measurement。Decision Sciences，31(3)，725-744。  new window
6.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1994)。Reassessment of Expectations as a Comparison Standard in Measuring Sevice Quality: Implications for Further Research。Journal of Marketing，58(1)，111-124。  new window
7.McGill, T.、Hobbs, V.、Klobas, J.(2003)。User-developed applications and information systems success: A test of DeLone and McLean model。Information Resource Management Journal，16(1)，24-45。  new window
8.Jiang, James J.、Klein, Gary、Carr, Christopher L.(2002)。Measuring information system service quality: SERVQUAL from the other side。MIS Quarterly，26(2)，145-166。  new window
9.Van Dyke, T. P.、Kappelman, L. A.、Prybutok, V. R.(1997)。Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire。MIS Quarterly，21(2)，195-208。  new window
10.Parasuraman, A.、Zeithaml, Valarie A.、Berry, Leonard L.(1994)。Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria。Journal of Retailing，70(3)，201-230。  new window
11.Teas, R. K.(1993)。Expectations, Performance Evaluation and Consumers' Perception of Quality。Journal of Marketing，57(4)，18-34。  new window
12.Armstrong, J. S.、Overton, T. S.(1997)。Estimating non-response bias in mail surveys。Journal of Marketing Research，14(3)，396-402。  new window
13.Brown, T. J.、Churchill, G. A. Jr.、Peter, J. P.(1993)。Research Note: Improving the Measurement of Service Quality。Journal of Retailing，69(1)，127-139。  new window
14.Li, E. Y.(19970200)。Perceived Importance of Information System Success Factors: A Meta Analysis of Group Differences。Information & Management，32(1)，15-28。  new window
15.Spreng, R. A.、Mackoy, R. D.(1996)。An empirical examination of a model of perceived service quality and satisfaction。Journal of Retailing，72(2)，201-214。  new window
16.Cronin, Joseph J. Jr.、Taylor, Steven A.(1994)。SERVPERF Versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality。The Journal of Marketing，58(1)，125-131。  new window
17.Seddon, Peter B.(1997)。A respecification and extension of the DeLone and McLean model of IS success。Information Systems Research，8(3)，240-253。  new window
18.Oliver, Richard L.(1977)。Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation。Journal of Applied Psychology，62(4)，480-486。  new window
19.Bailey, James E.、Pearson, Sammy W.(1983)。Development of a Tool for Measuring and Analyzing Computer User Satisfaction。Management Science，29(5)，530-545。  new window
20.Li, Y. N.、Tan, K. C.、Xie, M.(2002)。Measuring web-based service quality。Total Quality Management，13(5)，685-700。  new window
21.Pitt, Leyland F.、Watson, Richard T.、Kavan, C. Bruce(1995)。Service Quality: A Measure of Information Systems Effectiveness。MIS Quarterly，19(2)，173-187。  new window
22.McKinney, Vicki、Yoon, Kanghyun、Zahedi, Fatemeh Mariam(2002)。The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach。Information Systems Research，13(3)，296-315。  new window
23.Saeed, K. A.、Hwang, Y.、Yi, Mun Y.(2003)。Toward an Integrative Framework for Online Consumer Behavior Research: A Meta-analysis Approach。Journal of End User Computing，15(4)，1-26。  new window
24.Parasuraman, Anantharanthan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1991)。Refinement and Reassessment of the SERVQUAL Scale。Journal of Retailing，67(4)，420-450。  new window
25.Carman, James M.(1990)。Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions。Journal of Retailing，66(1)，33-55。  new window
26.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。Communication and Control Processes in the Delivery of Service Quality。Journal of Marketing，52(2)，35-48。  new window
27.Rai, Arun、Lang, Sandra S.、Welker, Robert B.(2002)。Assessing the Validity of IS Success Models: An Empirical Test and Theoretical Analysis。Information Systems Research，13(1)，50-69。  new window
28.DeLone, William H.、McLean, Ephraim R.(1992)。Information Systems Success: The Quest for the Dependent Variable。Information Systems Research，3(1)，60-95。  new window
29.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
30.Kettinger, William J.、Lee, Choong C.(1994)。Perceived Service Quality and User Satisfaction with the Information Services Function。Decision Sciences，25(5/6)，737-766。  new window
31.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
32.DeLone, William H.、McLean, Ephraim R.(2003)。The DeLone and McLean Model of Information Systems Success: A Ten-Year Update。Journal of Management Information Systems，19(4)，9-30。  new window
33.Regan, William J.(1963)。The Service Revolution。Journal of Marketing，27(3)，57-62。  new window
34.Churchill, Gilbert A. Jr.、Surprenant, Carol(1982)。An Investigation into the Determinants of Customer Satisfaction。Journal of Marketing Research，19(4)，491-504。  new window
35.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
36.Parasuraman, A.、Berry, Leonard L.(1997)。Listening to the Customer--The Concept of a Service-quality Information System。MIT Sloan Management Review，38(3)，65-76。  new window
37.Bhattacherjee, Anol(2001)。Understanding Information Systems Continuance: An Expectation-Confirmation Model。MIS Quarterly，25(3)，351-370。  new window
38.Bhattacherjee, Anol L.(2001)。An Empirical Analysis of the Antecedents of Electronic Commerce Service Continuance。Decision Support Systems，32(2)，201-214。  new window
39.Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research，17(4)，460-469。  new window
40.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
41.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
42.Bitner, Mary Jo(1990)。Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses。Journal of Marketing，54(2)，69-82。  new window
43.Bharati, P.、Chaudhury, A.(2004)。An Empirical Investigation of Decision-Making Satisfaction on Web-based Decision Support Systems。Decision Support Systems，37(2)，187-197。  new window
44.Filatrault, P.、Chebat, J. C.、Lapierre, Z.(1999)。Value Strategy Rather Than Quality Strategy: A Case of Business-to-business Professional Services。Journal of Business Research，45(2)，235-246。  new window
45.Staples, D. S.、Wong, I.、Seddon, P. B.(2003)。Having Expectations of Information Systems Benefits that Match Received Benefits: Does It Really Matter?。Information and Management，40(2)，115-131。  new window
圖書
1.Zeithaml, V. A.、Bitner, M. J.(2003)。Services Marketing: Intergrating Customer Focus Across the Firm。New York：McGraw-Hill。  new window
2.Hair, J. F.、Anderson, R. E.、Tatham, R. L.、Black, W. C.(1995)。Multivariate data analysis with readings。Upper Saddler River, NJ：Prentice-Hall。  new window
其他
1.李雅萍(2003)。2003年我國家庭資訊通信技術應用概況，0。  延伸查詢new window
 
 
 
 
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