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題名：顧客之服務品質知覺對顧客忠誠度預測模式--應用倒傳遞類神經網路法與多元迴歸法分析
書刊名：明道學術論壇
作者：林美惠 引用關係／莊財福 引用關係／范承瑞
作者(外文)：Lin, Mei-hui／Chuang, Tsai-fu／Fan, Cheng-ruei
出版日期：2014
卷期：9:2
頁次：頁117-151
主題關鍵詞：織襪觀光工廠；PZB服務品質模式；Hosiery tourism factory；PZB service quality model
原始連結：連回原系統網址new window
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  • 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)
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  • 共同引用共同引用:14
  • 點閱點閱:19
本研究旨在探討顧客對企業之服務品質知覺，與其顧客忠誠度之因果關係。本研究以彰化縣某織襪工廠之顧客為研究對象，採立意與隨機取樣法選取樣本，共計370位樣本，有效問卷率為81%。本研究採自編問卷「織襪觀光工廠顧客服務品質知覺與顧客忠誠度調查問卷」，作為研究工具進行資料蒐集。再者，本研究採描述統計、皮爾森積差相關、逐步多元迴歸分析，以及倒傳遞類神經網路法，進行研究結果之分析與比較。本研究之結果發現，採逐步多元迴歸分析法之研究結果顯示，顧客之服務品質知覺之「有形性」與「反應性」構面，對顧客忠誠度具有49.5%預測力；至於採倒傳遞類神網路分析之結果則不具收歛效果。
The objective of this study is to investigate the causal relationship between customers' perceptions of the enterprise's service quality and customer loyalty. The research object is the customers of a hosiery factory in Changhua County. The sampling method is the purposeful sampling and random sampling. In this study, the sample number is 370 and the effective questionnaire rate is 81%. A questionnaire of customers' perceptions of the enterprise's service quality and customer loyalty for the hosiery tourism factory was adopted to proceed the data collection. Furthermore, this study employed statistics analysis, stepwise multiple regression analysis and back propagation neural network method to analysis the collected data. The results showed that the total variation of customer loyalty is explained by the regression is 49.5%. However, the back propagation neural network method used in this study could not get converged results.
期刊論文
1.王勇勝、黃崑明、李志恭(200908)。高爾夫練習場之服務品質與滿意度之影響研究。屏東教大運動科學學刊，5，183-195。new window  延伸查詢new window
2.Yao, J.、Li, Y.、Tan, C. L.(2000)。Option price forecasting using neural networks。Omeg，28，455-466。  new window
3.Tsaih, R.、Hsu, Y.、Lai, C. C.(1998)。Forecasting SandP 500 stock index futures with a Hybrid AI system。Decision Support Systems，23，161-174。  new window
4.Ala`a Nimer AbuKhalifeh、Ahmad Puad Mat Som(2012)。Service Quality Management in Hotel Industry: A Conceptual Framework for Food and Beverage Departments。International Journal of Business and Management，7(14)，135-141。  new window
5.Ching, L. S.、Chueu, J. C.、Shih, M. Y.(2010)。A self-organized neuro-fuzzy system for stock market dynamics modeling and forecasting。International Journal of Education and Information Technologies，3(4)，174-186。  new window
6.Ginzburg, I.、Horn, D.(1994)。Combined neural networks for time series analysis。Advanced Neural Information Processing Systems，6，224-231。  new window
7.Harrald, P. G.、Kamstra, M.(1997)。Evolving artificial neural networks to combine financial forecasts。IEEE Transactions on Evolutionary Computation，1，40-52。  new window
8.Katijani, Y.、Hipel, W. K.、McLeod, A. I.(2005)。Forecasting nonlinear time series with feedforward neural networks. A case study of canadian lynx data。Journal of Forecasting，24，105-117。  new window
9.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1985)。Quality counts in service。Business Horizons，28(1)，44-53。  new window
10.池文海、陳瑞龍、陳文岳(20100200)。影響消費者對藥妝店購買行為之研究。中華管理評論，13(1)，(7)0-(7)25。  延伸查詢new window
11.林美惠、劉尚賢、張峻瑋(20070800)。大學生顧客對與複合式餐廳服務品質滿意度調查研究--以明道大學學生為例。明道學術論壇，3(1)，9-31。new window  延伸查詢new window
12.Wong, A.、Sohal, A.(2003)。Service quality and customer loyalty perspectives on two level of retail relationship。Journal of Services Marketing，17(5)，495-513。  new window
13.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
14.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1991)。Refinement and Reassessment to the SERVQUAL Scale。Journal of Retailing，67(1)，420-450。  new window
15.方文碩、王冠閔、董澍琦(20060400)。亞洲金融危機期間股票市場的蔓延效果。管理評論，25(2)，61-82。new window  延伸查詢new window
16.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
17.Gerpott, Torsten J.、Rams, Wolfgang、Schindler, Andreas(2001)。Customer Retention, Loyalty, and Satisfaction in the German Mobile Cellular Telecommunications Market。Telecommunications Policy，25(4)，249-269。  new window
18.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
19.Selnes, Fred(1993)。An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty。European Journal of Marketing，27(9)，19-35。  new window
20.Krejcie, Robert V.、Morgan, Daryle W.(1970)。Determining sample size for research activities。Educational and Psychological Measurement，30(3)，607-610。  new window
21.Bettencourt, Lance A.(1997)。Customer voluntary performance: customers as partners in service delivery。Journal of Retailing，73(3)，383-406。  new window
22.Levitt, Theodore(1972)。Production-Line Approach to Service。Harvard Business Review，50(5)，41-52。  new window
23.Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing，57(3)，25-48。  new window
24.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
會議論文
1.Sutawidjaya、Tuti、Suharyanti(2012)。The Influence of Service Quality on Customer Satisfaction (Study in Starbucks Coffee - Indonesia)。The 2012 International Conference on Business and Management，(會議日期: 2012/09/06-09/07)。Phuket。  new window
2.GlariaBengoechea, A.(1996)。Stock market indices in Santiago de Chile: forecasting using neural networks。IEEE International Conference on Neural Networks，2172-2175。  new window
3.Linag, X.、Zhang, H. H.、Yang, J.(2006)。Pricing options in Hong Kong market based on neural networks。ICONIP 2006。Hong Kong。410-419。  new window
4.Kimoto, T.、Asakawa, K.、Yoda, M.、Takeoka, M.(1990)。Stock Market Prediction System with Modular Neural Networks。International Joint Conference on Neural Networks，1-6。  new window
圖書
1.羅華強(2011)。類神經網路：MATLAB的應用(附光碟)。台北：高立。  延伸查詢new window
2.葉怡成(2009)。類神經網路模式應用與實作。台北市：儒林圖書有限公司。  延伸查詢new window
3.Heskett, James L.、Sasser, Gary W. Earl Jr.、Schlesinger, Leonard A.(1997)。The service profit chain: how leading companies link profit and growth to loyalty, satisfaction, and value。New York：A Division of Simon & Schuster Inc。  new window
4.葉怡成(2001)。應用類神經網路。台北：儒林圖書有限公司。  延伸查詢new window
5.邱皓政(2010)。量化研究與統計分析：SPSS（PASW）資料分析範例解析。五南圖書出版股份有限公司。  延伸查詢new window
其他
1.經濟部(2012)。政策措施，http://www.moea.gov.tw/Mns/populace/home/Home.aspx， 2013/02/10。  new window
2.工研院(2012)。產業服務，http://www.itri.org.tw/chi/， 2013/02/10。  new window
3.台灣區織襪工業同業公會(2010)。理事長的話，http://www.hosiery.org.tw/， 2013/02/10。  延伸查詢new window
 
 
 
 
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