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題名：實體與網路通路型態在消費者行為及滿意度關係上之影響效果--以女性保養品為例
書刊名：顧客滿意學刊
作者：吳淑鶯 引用關係／詹琇如
作者(外文)：Wu, Shwu-ing／Chan, Hsiu-ju
出版日期：2009
卷期：5:1
頁次：頁149-174
主題關鍵詞：服務品質；態度；購買意圖與行為；滿意度；忠誠度；Service quality；Attitude；Purchase intention and behavior；Satisfaction；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(6) 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:6
  • 共同引用共同引用:28
  • 點閱點閱:143
本研究以實體及網路通路型態作為影響因素來探討其在消費者之服務品質認知、態度、購買意圖與行為、滿意度及忠誠度等關係間的影響，並進行女性保養品之實證。 研究結果發現實體與網路通路型態會影響消費者服務品質認知、態度、購買意圖與行為、滿意度與忠誠度的整體關係。資料分析顯示實體商店之消費群在各構面之認同程度皆大於網路商店；然而，除購買意圖與行為影響滿意度的強度以實體商店之較高之外，大部份構面間的關係以網路商店較強，故當網路商店業者加強服務品質時，消費者之態度、購買意圖與行為、滿意度及忠誠度等的強化效果將會大於實體商店。
This study used physical and virtual (online) channels as influence variables to examine their influence on consumers' perceived service quality, attitude, purchase intention and behavior, satisfaction, and loyalty for female cosmetic products. It was discovered that channel types will influence the relationships between consumers' perceived service quality, attitude, purchase intention and behavior, satisfaction, and loyalty. According to the data analysis, consumer groups of physical stores show a higher level of agreement on all dimensions than those of online stores; however online store feature stronger relationships among most dimensions, except for the influence of purchase intention and behavior on consumers' satisfaction. Thus, when online store operators enhance their service quality, consumers' attitude, purchase intention and behavior, satisfaction, and loyalty can be significantly improved.
期刊論文
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3.池文海、楊宗儒、賀春生(20070900)。新聞網站服務品質、顧客滿意度與忠誠度關係之研究。品質學報，14(3)=81，285-299。new window  延伸查詢new window
4.陳淑美、彭建文(20030500)。網路購物與實體商店購物之競爭分析--以年輕學生的選擇偏好為例。建築與規劃學報，4(1)，1-22。new window  延伸查詢new window
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8.林宜靜、陳禎祥、曾倫崇(20060900)。產品類型與實虛通路型態對顧客價值、顧客滿意度與忠誠度之影響。顧客滿意學刊，2(2)，121-159。new window  延伸查詢new window
9.Kandampully, J.(1998)。Service quality to service loyalty: A relationship that goes beyond customer service。Total Quality Management，9(6)，431-443。  new window
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12.Reynolds, K. E.、Arnold, M. J.(2000)。Customer loyalty to the salesperson and the store: examining relationship customers in an upscale retail context。Journal of Personal Selling and Sales Management，20(2)，89-98。  new window
13.Kim, M. K.、Park, M. C.、Jeong, D. H.(2004)。The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services。Telecommunications Policy，28(2)，145-159。  new window
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30.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
31.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
32.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science，12(2)，125-143。  new window
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會議論文
1.王維元、潘承瑋、陳穎峰(2006)。網路商店消費者滿意度之研究--以台灣地區線上投保爲例。2006年創新、整合與應用研討會，私立樹德科技大學及管理學院 (會議日期: 2006年五月二十六日)。高雄。918-929。  延伸查詢new window
2.顏永森(2001)。網路商店服務品質對消費者網站態度影響之實證研究。2001年科技與管理學術研討會，國立臺北科技大學管理學院及工業工程系 (會議日期: 2001/10/15)。臺北。238-250。  延伸查詢new window
3.Barcia, E.、Striuli, A.(1996)。Quality as a Measurement of Customer Perception and Satisfaction in Mobile TLC。International Conference on Communication Technology。Beijing, China：IEEE Electronic Industry Publishing House。400-403。  new window
學位論文
1.高力行(2002)。商業友誼對服務品質、顧客滿意與顧客忠誠影響之研究--以汽車修護業與產險業為例(碩士論文)。朝陽科技大學。  延伸查詢new window
2.董蕙芳(2004)。從實虛通路特性與品牌權益之關係看虛擬通路的未來發展--以電視購物為例(碩士論文)。國立台灣科技大學。  延伸查詢new window
3.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
4.臧魯望(2003)。品牌權益、顧客滿意與消費者購買行為之關係--以加油站為例(碩士論文)。朝陽科技大學。  延伸查詢new window
圖書
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2.Blackwell, R. D.、Miniard, P. W.、Engel, J. F.(2006)。Consumer Behavior。Orlando。  new window
3.Kotler, P.(1984)。Marketing Management: Analysis, Planning and Control。Marketing Management: Analysis, Planning and Control。Englewood Cliffs, N. J.。  new window
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7.Reichheld, Frederick F.、Teal, Thomas(1996)。The Loyalty Effect: The Hidden Force behind Growth Profits, and Lasting Value。Boston：Harvard Business School Press。  new window
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9.Coughlan, Anne T.、Anderson, Erin、Stern, Louis W.、El-Ansary, Adel I.(2001)。Marketing Channels。Prentice-Hall。  new window
10.Schiffman, L. G.、Kaunk, L. L.(1994)。Consumer Behavior。Englewood Ciffs, N.J.：Prentice-Hall, Inc.。  new window
11.Sasser, W. E.、Olsen, R. P.、Wyckoff, D. D.(1978)。Management of Service Operations: Text, Cases and Readings。Boston：Allyn and Bacon, Inc.。  new window
12.Kotler, Philip(1997)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall。  new window
13.Kotler, Philip J.(1991)。Marketing Management: analysis, Planning, Implementation and Control。Prentice-Hall。  new window
14.Blackwell, Roger D.、Miniard, Paul W.、Engel, James F.(2001)。Consumer Behavior。Ft. Worth, Tex：Harcourt College Publishers。  new window
15.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
16.Oliver, Richard L.(1997)。Satisfaction: A behavioral perspective on the consumer。Irwin/McGraw-Hill。  new window
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圖書論文
1.Lewis, Robert C.、Booms, Bernard H.(1983)。The marketing aspects of service quality。Emerging Perspectives on Services Marketing。American Marketing Association。  new window
 
 
 
 
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