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題名：小客車租賃業服務品質與旅遊生活型態之研究
書刊名：管理實務與理論研究
作者：林士彥／陳朝鍵 引用關係／李明仁／尚思齊
作者(外文)：Lin, Shih-yen／Chen, Chao-chien／Lee, Ming-jen／Shang, Szu-chi
出版日期：2015
卷期：9:3
頁次：頁59-79
主題關鍵詞：小客車租賃業；服務品質；生活型態；Car rental industry；Service quality；Lifestyle
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(3) 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:0
  • 共同引用共同引用:48
  • 點閱點閱:17
邇來國人走出戶外進行休閒遊憩的風氣與日俱增，加以台灣高鐵投入營運已漸步入正軌，民眾搭高鐵出外旅遊次數頻率增加，對小客車租賃需求也越來越高，汽車租賃業者紛紛投入租車的市場。因此改善小客車租賃業之服務品質，提升消費者滿意為當務之急。本研究以汽車租賃公司為研究範圍，探討小客車租賃顧客生活型態對對服務品質、顧客滿意與忠誠度之關聯。研究結果顯示不同旅遊生活型態區隔對期望和實際感受的服務品質因素上皆有顯著差異；整體服務的滿意度愈高，則顧客忠誠度愈高。本研究根據研究結論並提出具體可行建議與改善方案。
An increasing number of Taiwanese are spending time outdoors engaging in leisure and recreation. Additionally, people tend to ride with the high-speed rail nowadays; thus, the demand for rental cars is growing and more operators are entering the market. Therefore, there is an increasingly urgent need to improve service quality and customer satisfaction in the car rental industry. This study investigates a rental car company and explores the relationship between service quality and consumers' lifestyle. The study shows that the effectiveness of different travel lifestyles on service quality factors is significant. We identifies that higher satisfaction creates a greater sense of customer loyalty. We provide concrete, feasible suggestions for improvements based on our findings.
期刊論文
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5.Reynolds, F. D.、Darden, W. R.、Martin, W.(1974)。Developing an image the store-loyal customer。Journal of Retailing，50(4)，73-84。  new window
6.Jung, H. S.、Yoon, H. H.(2013)。Do employees' satisfied customers respond with an satisfactory relationship? The effects of employees' satisfaction on customers' satisfaction and loyalty in a family restaurant。International Journal of Hospitality Management，34，1-8。  new window
7.林士彥(20070400)。賞鯨活動之旅遊服務品質區隔研究--問卷調查分析與類神經網路之應用。管理與系統，14(2)，293-316。new window  延伸查詢new window
8.林士彥、陳冠仰(20090300)。國民旅遊在服務品質、服務價值、滿意度與忠誠度關係之研究--以茂林國家風景區為例。顧客滿意學刊，5(1)，1-32。new window  延伸查詢new window
9.Frederick, F. R.(2003)。The One Number You Need。Harvard Business Review，98(3)，63-73。  new window
10.Firend, A. R.、Masoumeh, F. A.(2014)。Impact of Service Quality, Trust and Perceived Value on Customer Loyalty in Malaysia Services Industries。Social and Behavioral Sciences，164，298-304。  new window
11.Lazer, W.(1963)。Life Style Concepts and Marketing。Toward Scientific Marketing，16(3)，140-151。  new window
12.Orel, F. D.、Kara, A.(2013)。Supermarket Self-checkout Service Quality, Customer Satisfaction, and Loyalty: Empirical Evidence from an Emerging Market。Journal of Retailing and Consumer Services，21(2)，118-129。  new window
13.Ranaweera, C.、Prabhu, J.(2003)。Measurement and Analysis for Marketing。Journal of Targeting，12(1)，82-84。  new window
14.Fick, Gavin R.、Ritchie, J. R. Brent(1991)。Measuring Service Quality in the Travel and Tourism Industry。Journal of Travel Research，30(2)，2-9。  new window
15.de Ruyter, Ko D.、Bloemer, Jose、Peetets, Pascal(1997)。Merging service quality and service satisfaction: An empirical test of an integrative model。Journal of Economic Psychology，18(4)，387-406。  new window
16.Howard, J. A.、Sheth, J. N.(1969)。Buyers Behavior and Relates Technological to Theory Research。Journal of Marketing，7(1)，18-21。  new window
17.Richard, Frederick F.、Sasser, W. Eral Jr.(1990)。Zero Defection: Quality Comes to Services。Harvard Business Review，68(5)，105-111。  new window
18.Wells, W. D.、Tigert, D. J.(1971)。Activities, Interests and Opinions。Journal of Advertising Research，11(4)，27-35。  new window
19.Hallowell, R.(1996)。The Relationship of Customer Satisfaction, Customer Loyalty, and Profitability: An Empirical Study。The International Journal Of Service Industry Management，7(4)，27-42。  new window
20.Kamakura, W. A.、Wedel, M.(1995)。Life-Style Segmentation with Tailored Interviewing。Journal of Marketing Research，32(3)，308-317。  new window
21.Carman, J. M.(1990)。Consumer perception of service quality: An assessment of the SERVOUAL dimension。Journal of Retailing，66(1)，33-56。  new window
22.Grønholdt, Lars、Martensen, Anne、Kristensen, Kai(2000)。The Relationship between Customer Satisfaction and Loyalty: Cross-industry Differences。Total Quality Management，11(4-6)，509-514。  new window
23.Plummer, Joseph T.(1974)。The Concept and Application of Life Style Segmentation。Journal of Marketing，38(1)，33-37。  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.Shia, Y. D.、Prentice, C.、He, W.(2014)。Linking Service Quality, Customer Satisfaction and Loyalty in Casinos, Does Membership Matter?。International Journal of Hospitality Management，40(5)，81-91。  new window
26.Sirohi, Niren、McLaughlin, Edward W.、Wittink, Dick R.(1998)。A Model of Consumer Perceptions and Store Loyalty Intentions for a Supermarket Retailer。Journal of Retailing，74(2)，223-245。  new window
27.Heskett, James L.、Jones, Thomas O.、Loveman, Gary W.、Sasser, W. Earl Jr.、Schlesinger, Leonard A.(1994)。Putting the Service-Profit Chain to Work。Harvard Business Review，72(2)，164-174。  new window
28.Oh, Haemoon(1999)。Service Quality, Customer Satisfaction, and Customer Value: A Holistic Perspective。International Journal of Hospitality Management，18(1)，67-82。  new window
29.Singh, Jagdip、Sirdeshmukh, Deepak(2000)。Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments。Journal of the Academy of Marketing Science，28(1)，150-167。  new window
30.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing，56(1)，6-21。  new window
31.鄭健雄、劉孟奇(20031200)。臺灣本土化渡假生活型態量表之建構--以多樣本為基礎之信效度分析。管理學報，20(6)，1221-1246。new window  延伸查詢new window
32.Oliver, Richard L.(1993)。Cognitive, affective, and attribute bases of the satisfaction response。Journal of Consumer Research，20(3)，418-430。  new window
33.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
34.Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing，57(3)，25-48。  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.Day, Ralph L.(1977)。Extending the concept of consumer satisfaction。Advances in Consumer Research，4(1)，149-154。  new window
37.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
38.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
39.Anderson, Eugene W.、Sullivan, Mary W.(1993)。The Antecedents and Consequences of Customer Satisfaction for Firms。Marketing Science，12(2)，125-143。  new window
40.Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review，73(6)，88-99。  new window
41.Yang, Hao-Erl、Wu, Chi-Chuan、Wang, Kuang-Cheng(2009)。An Empirical Analysis of Online Game Service Satisfaction and Loyalty。Expert Systems with Applications，36(2)，1816-1825。  new window
圖書
1.台灣高鐵(2014)。台灣高速鐵路營運年度槪況。台北：台灣高速鐵路股份有限公司。  延伸查詢new window
2.Andreson, A. R.(1967)。Leisure, Mobility and Life-Style Patterns。Chicago：AMA。  new window
3.Swarbrooke, J.、Homer, S.(1999)。The Play Theory on Mass Communication。Chicago：University of Chicago press。  new window
4.Wilson, A. M.、Zeithaml, V. A.、Bitner, M. J.、Gremler, D. D.(2008)。Services Marketing: Integrating Customer Focus across the Firm。McGraw-Hill。  new window
5.Engel, James F.、Blackwell, Roger D.、Miniard, Paul W.、王志剛、謝文雀(1995)。消費者行為。臺北：華泰書局。  延伸查詢new window
6.別蓮蒂、E-ICP研究中心(2000)。生活型態白皮書：2000年台灣消費習慣調查報告。台北：商周出版社。  延伸查詢new window
7.Crosby, Philip B.(1979)。Quality is Free: the Art of Making Quality Certain。New York：New American Library。  new window
8.陳澤義(2006)。服務管理。台北：華泰文化事業股份有限公司。  延伸查詢new window
9.Kotler, Philip(1997)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall。  new window
10.Engel, J. F.、Blackwell, R. D.、Miniard, P. W.(1995)。Consumer behavior。The Dryden。  new window
圖書論文
1.Wind, Yoram (Jerry)、Green, Paul E.(1974)。Some Conceptual, Measurement, and Analytical Problems in Life Style Research。Life Style and Psychographics。American Marketing Association。  new window
 
 
 
 
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