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題名：人壽保險業增進顧客滿意度之研究--以行動應用程式服務實證分析
書刊名：管理資訊計算
作者：李珍穎 引用關係
作者(外文)：Lee, Chen-ying
出版日期：2015
卷期：4:2
頁次：頁54-64
主題關鍵詞：科技接受模式；相容性；知覺有趣性；顧客滿意度；人壽保險；Technology acceptance model；Compatibility；Perceived playfulness；Customer satisfaction；Life insurance
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(2) 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:2
  • 共同引用共同引用:23
  • 點閱點閱:46
本研究旨在探討消費者使用壽險行動App服務對顧客滿意度的影響，藉由問卷調查方法蒐集實證資料，以已購買人壽保險且使用過壽險App服務的消費者為對象，採用立意抽樣。透過複迴歸以及路徑分析對研究假設進行驗證。研究結果發現：（1）壽險App服務之相容性認知、知覺易用性、知覺有趣性對有知覺有用性有顯著正向影響，（2）消費者使用壽險App服務時的知覺有用性、知覺易用性與知覺有趣性對顧客滿意度有顯著正向影響。（3）知覺易用性、相容性認知及知覺有趣性將透過知覺有用性間接影響顧客滿意度。本研究實證結果對壽險業之顧客關係管理與顧客滿意度的提昇具有實務上之應用。
The purpose of this study is to investigate the effect on consumers' satisfaction in life insurers' mobile application (App) services. The study based on questionnaire survey and the subjects are consumers which have purchased insurance and used life insurers' App service. Purposive sampling method was used to collect primary data. The data is analyzed through multiple regression and path analyses to test the hypotheses. The research findings are as follows:(1) Consumers' compatibility of cognitive, perceived ease of use and perceived playfulness significantly affected perceived usefulness.(2) Consumers' perceived usefulness, perceived ease of use and perceived playfulness significantly affected customer satisfaction.(3) Consumers' perceived ease of use, compatibility of cognitive and perceived playfulness can indirectly influence customer satisfaction through perceived usefulness. The empirical results have practical implications for reinforces customer relationship management and enhance customer satisfaction of life insurance industry.
期刊論文
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研究報告
1.財團法人資訊工業策進會(2014)。2014臺灣消費者行動裝置暨APP使用行為研究調查報告。  延伸查詢new window
學位論文
1.梁莉詩(2005)。網路購物滿意度與偏好之研究--TAM Model觀點(碩士論文)。淡江大學。  延伸查詢new window
圖書
1.金融監督管理委員會保險局(2014)。保險市場重要指標。臺北市：金融監督管理委員會保險局。  延伸查詢new window
2.Berenson, M. L.、Levine, D. M.(1996)。Basic Business Statistics: Concepts and Applications。New York：Prentice Hall。  new window
3.張紹勳(2008)。研究方法：理論與統計。臺中：滄海書局。  延伸查詢new window
4.Kotler, P.(2003)。Marketing Management。Prentice Hall。  new window
5.Rogers, Everett M.(1995)。Diffusion of innovations。Free Press。  new window
6.Nunnally, Jum C.、Bernstein, Ira H.(1978)。Psychometric Theory。McGraw-Hill。  new window
7.Hair, Joseph F. Jr.、Black, William C.、Babin, Barry J.、Anderson, Rolph E.、Tatham, Ronald L.(2006)。Multivariate Data Analysis。Prentice-Hall。  new window
 
 
 
 
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