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題名：宅配服務業服務品質與顧客滿意對再購意願影響之實證研究--以結構方程模式分析
書刊名：顧客滿意學刊
作者：王瑞琪／陳義文／楊婉婷
作者(外文)：Wang, Jui-chi／Chen, Yi-wen／Yang, Wan-ting
出版日期：2015
卷期：11:2
頁次：頁193-221
主題關鍵詞：國內宅配服務；服務品質；顧客滿意；再購意願；Home delivery service industry；Service quality；Customer satisfaction；Repurchase 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(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:48
  • 點閱點閱:40
宅配服務業創造了新的流通經營管理，且是發展電子商務基礎重要的一環。業者須能順應環境變遷將更專業的服務品質提供給顧客，提昇顧客滿意，鞏固版圖以求企業的永續經營，因此如何滿足顧客宅配服務需求進而強化顧客的再購意願，是值得重視的議題。研究結果顯示不同人口統計變數對服務品質、顧客滿意及再購意願有部份的顯著影響；以結構方程模式檢測發現，服務品質對顧客滿意具有顯著正向影響，而服務品質會藉由顧客滿意之中介效果間接影響再購意願。同時結果顯示國內消費者使用宅配服務時，考量順序為方便性、效率性和信賴性。
The introduction of home delivery service industry from abroad provides convenience for domestic consumers. The industry creates new management concept of distribution, also which is important linkage in E-commerce development. The major subject for manager is to emphasize the service quality, to satisfy the need of consumers and also to enhance the repurchase intention of consumers. Most of research discussed the cause, successful management factors or service unicity for the industry, but not for the relationship among service quality, consumer satisfaction and repurchase intention. Applying statistical t-test, analysis of variance and structural equation modeling (SEM), the outcome of this study indicates that (1)Basic demographical variables analysis shows that there is partially significant effect on service quality, customer satisfaction and repurchase intention. (2)There is a significant relationship between service quality and customer satisfaction. (3)There is a significant relationship between customer satisfaction and repurchase intention. (4)There is not a significant relationship between service quality and repurchase intention.
期刊論文
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11.廖彩雲、羅元辰(20131200)。宅配產業服務品質與顧客滿意度分析--以臺灣五大宅配業者為例。電子商務學報，15(4)，461-490。new window  延伸查詢new window
12.蘇隆德、周政雄(20000700)。臺灣宅配市場之分析與戰略。物流技術與戰略，17，53-62。  延伸查詢new window
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14.張愛華、陳仁惠、何宜真(20050900)。消費者認知服務品質模式與再購意願影響因素之研究--以資訊家電零售通路業為例。顧客滿意學刊，1(2)，1-42。new window  延伸查詢new window
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30.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
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38.Hunt, Kenneth A.、Keaveney, Susan M.、Lee, Moonkyu(1995)。Involvement, attributions, and consumer responses to rebates。Journal of Business and Psychology，9(3)，273-297。  new window
39.Hellier, Phillip K.、Geursen, Gus M.、Carr, Rodney A.、Rickard, John A.(2003)。Customer repurchase intention: A general structural equation model。European Journal of Marketing，37(11/12)，1762-1800。  new window
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42.Spreng, Richard A.、Harrell, Gilbert D.、Mackoy, Robert D.(1995)。Service Recovery: Impact on Satisfaction and Intentions。Journal of Services Marketing，9(1)，15-23。  new window
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45.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
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學位論文
1.李金靖(2004)。宅配業服務品質構面及滿意度之研究(碩士論文)。國立臺北大學。  延伸查詢new window
2.藍如萍(2002)。宅配服務之生產力與行銷策略之研究(碩士論文)。國立中央大學。  延伸查詢new window
3.余家成(2006)。宅配服務經營成功關鍵因素之研究(碩士論文)。國立臺灣科技大學。  延伸查詢new window
4.宋柏年(2002)。運籌服務品質、滿意度及忠誠度之探討--以宅配服務為例(碩士論文)。國立高雄第一科技大學。  延伸查詢new window
5.林景亮(2004)。便利商店代收業務之顧客滿意度研究--以台北縣市為例(碩士論文)。國立高雄第一科技大學。  延伸查詢new window
6.郭素紋(2006)。顧客滿意度與忠誠度對再購意願影響之研究--國內宅配服務業為例(碩士論文)。樹德科技大學。  延伸查詢new window
7.許寧佐(2004)。物流中心服務品質檢測之實證研究--以A、B公司為例(碩士論文)。東吳大學。  延伸查詢new window
圖書
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7.Zeithaml, V. A.、Bitner, M. J.(2000)。Services marketing: Integrating customer focus across the firm。McGraw-Hill。  new window
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13.Fishbein, Martin、Ajzen, Icek(1975)。Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research。Addison-Wesley Publishing Company。  new window
 
 
 
 
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