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題名：顧客關係管理對房客滿意度與忠誠度影響之研究--以臺南市為例
書刊名：建築與規劃學報
作者：陳淑美 引用關係／徐定旺
作者(外文)：Chen, Shu-mei／Shiu, Ding-wang
出版日期：2016
卷期：17:1
頁次：頁1-24
主題關鍵詞：顧客關係管理；服務品質；滿意度；轉換成本；忠誠度；Customer relationship management；Quality of service；Satisfaction；Switching cost；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(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:3
  • 共同引用共同引用:23
  • 點閱點閱:110
過去國內有關住宅租賃市場的研究多從家戶租買選擇行為面向著手，包括租金水準對於租買選擇的影響或所得彈性與需求彈性推估之研究，顯少針對房東的服務品質、顧客滿意度、忠誠度進行討論，尤其是將顧客關係管理應用在房東房客關係的研究更是付之闕如。本研究旨在探討顧客關係管理、服務品質、房客滿意度、轉換成本與房客忠誠度之線性結構關係，驗證房東的顧客關係管理透過何種路徑影響房客的忠誠度。本研究以台南地區租屋者為對象，以問卷蒐集房客資料與屬性，透過結構方程模式(structural equation modeling,SEM)進行實證分析。研究成果顯示：顧客關係管理透過服務品質與滿意度對忠誠度有顯著且正向影響；顧客關係管理透過轉換成本對忠誠度有顯著且正向影響。學生樣本以上兩個路徑的影響效果皆大於社會人士。
Previous research in rental markets has been focused on housing tenure choice behaviors, including the effects of rents on tenure choice or the estimation of income elasticity and demand elasticity. However, little attention has been devoted to the quality of landlords' services, tenant satisfaction and loyalty. Discussions on landlord-tenant relationships were especially rare. This study aims to discuss the linear structure relation among customer relationship management, quality of service, tenant satisfaction, switching cost and tenant loyalty, so as to verify the paths of favorable landlord's tenant relationship management enhance the tenant loyalty. The questionnaire survey is proceeded to collect tenants' data and attributes in Tainan areas. The structural equation modeling (SEM) was employed to examine the above linear structure relations. The empirical results show that customer relationship management presents significantly positive effects on tenant's loyalty through landlord's quality of service and tenant's satisfaction, and customer relationship management appears significantly positive effect on tenant's loyalty through switching cost. Both effects in student sample are stronger than those in the non- student individual sample.
期刊論文
1.Mohsan, F.、Nawaz, M. M.、Khan, S. M.、Shaukat, Z.、Aslam, N.(2011)。Impact of customer satisfaction on customer loyalty and intentions to switch: evidence from banking sector of Pakistan。International Journal of Business and Social Science，2(16)，263-270。  new window
2.李春長(20120700)。房屋仲介公司品牌忠誠度之研究--以購屋者的觀點。管理評論，31(3)，73-100。new window  延伸查詢new window
3.曾喜鵬、薛立敏(20040600)。家戶在都會區內部之遷移與住宅選擇模式--以住宅消費失衡與調整為觀點的解釋。建築與規劃學報，5(1)，1-28。new window  延伸查詢new window
4.林隆儀、簡任群(20041200)。服務品質、關係品質、關係價值與顧客忠誠度的關係之整合分析--以行動電信產業之消費者為例。真理財經學報，11，73-112。new window  延伸查詢new window
5.Aydin, S.、Özer, G.(2005)。The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market。European Journal of Marketing，39(7/8)，910-925。  new window
6.彭建文、花敬群(20011200)。住宅租買選擇行為之探討--住宅服務品質差異之影響。臺灣土地金融季刊，38(4)=150，89-107。  延伸查詢new window
7.Cardozo, R. N.(1965)。An experimental study of customer effort, expectationand satisfaction。Journal of Marketing Research，24(8)，244-249。  new window
8.Chang, H. H.、Chen, S. W.(2008)。The impact of customer interface quality, satisfaction and switching costs one-Loyalty: internet experience as a moderator。Computers in Human Behavior，2927-2944。  new window
9.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1988)。SERVQUAAL: A multiple-item scale for measuring consumer perception of service quality。Journal of Retailing，64，12-40。  new window
10.Holloway, B. B.、Wang, S.、Parish, J. T.(2005)。The role of cumulative online purchasing experience in service recovery management。Journal of Interactive Marketing，19(3)，54-66。  new window
11.Webster, F. E. J.(1994)。Defining the New Marketing Concept。Marketing Management，2(4)，22-31。  new window
12.Peppers, Don、Rogers, Martha、Dorf, Bob(1999)。Is Your Company Ready for One-To-One Marketing?。Harvard Business Review，77(1)，151-160。  new window
13.Jones, M. A.、Mothersbaugh, D. L.、Beatty, S. E.(2000)。Switching barriers and repurchase intentions in services。Journal of Retailing，76(2)，259-274。  new window
14.Ping, Robert A. Jr.(1993)。The effects of satisfaction and structural constraints on retailer exiting, voice, loyalty, opportunism, and neglect。Journal of Retailing，69(3)，320-352。  new window
15.Stum, David L.、Thiry, Alain(1991)。Building Customer Loyalty。Training and Development Journal，45(4)，34-36。  new window
16.Jones, Michael A.、Mothersbaugh, David L.、Beatty, Sharon E.(2002)。Why Customers Stay: Measuring the Underlying Dimensions of Services Switching Costs and Managing Their Differential Strategic Outcomes。Journal of Business Research，55(6)，441-450。  new window
17.池文海、邱展謙、林竣曜(20080700)。服務品質、顧客滿意度、轉換成本與顧客忠誠度之關聯性--以臺鐵東部幹線為例。商學學報. 空大，16，25-47。new window  延伸查詢new window
18.Westbrook, Robert A.(1987)。Product/Consumption-Based Affective Responses and Postpurchase Processes。Journal of Marketing Research，24(3)，258-270。  new window
19.Burnham, Thomas A.、Frels, Judy K.、Mahajan, Vijay(2003)。Consumer Switching Costs: A Typology, Antecedents, and Consequences。Journal of the Academy of Marketing Science，31(2)，109-126。  new window
20.Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing，60(2)，31-46。  new window
21.Grönroos, Christian A.(1984)。A Service Quality Model and its Marketing Implications。European Journal of Marketing，18(4)，36-44。  new window
22.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing，56(1)，6-21。  new window
23.Kumar, Nirmalya、Scheer, Lisa K.、Steenkamp, Jan-Benedict E. M.(1995)。The Effects of Supplier Fairness on Vulnerable Resellers。Journal of Marketing Research，32(1)，54-65。  new window
24.Baker, Dwayne A.、Crompton, John L.(2000)。Quality, satisfaction and behavioral intentions。Annals of Tourism Research，27(3)，785-804。  new window
25.Reichheld, Frederick F.、Sasser, W. Earl Jr.(1990)。Zero Defections: Quality Comes to Services。Harvard Business Review，68(5)，105-111。  new window
26.Patterson, Paul G.、Johnson, Lester W.、Spreng, Richard A.(1997)。Modeling the determinants of customer satisfaction for business-to-business professional services。Journal of the Academy of Marketing Science，25(1)，4-17。  new window
27.Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review，73(6)，88-99。  new window
28.Anderson, Eugene W.、Fornell, Claes、Lehmann, Donald R.(1994)。Customer satisfaction, market share, and profitability: Findings from Sweden。Journal of Marketing，58(3)，53-66。  new window
29.Chaudhuri, Arjun、Holbrook, Morris B.(2001)。The chain of effects From brand trust and brand affect to brand performance: The role of brand loyalty。Journal of Marketing，65(2)，81-93。  new window
30.Roberts, Keith、Varki, Sajeev、Brodie, Rod(2003)。Measuring the Quality of Relationships in Consumer Service: An Empirical Study。European Journal of Marketing，37(1/2)，169-196。  new window
會議論文
1.許可達、王安平、黃鴻斌(2008)。銀行財富管理業務之服務品質、顧客滿意度與顧客忠誠度--以C銀行為例。2008保險金融管理學術暨產學合作研討會。  延伸查詢new window
學位論文
1.闕芝穎(2004)。百貨公司服務品質、顧客滿意度、顧客忠誠度與消費者生活型態關係之研究--以臺北市地區為例(碩士論文)。國立東華大學。  延伸查詢new window
2.陳淑芳(2003)。顧客關係、服務品質、品牌形象、顧客滿意度與再購意願間關係之研究--以銀行業為例(碩士論文)。大同大學。  延伸查詢new window
3.王朝信(2004)。長途客運顧客忠誠度類型之研究-以國光客運公司為例(碩士論文)。臺中健康暨管理學院。  延伸查詢new window
4.郭子豪(2009)。從國內外租賃住宅市場分析相關產業發展需求之研究(碩士論文)。國立成功大學。  延伸查詢new window
5.裴文鼎(2008)。產業市場顧客知覺價值、倫理銷售行為、關係品質對顧客滿意度與顧客忠誠度之影響(碩士論文)。大同大學。  延伸查詢new window
6.劉沐欣(2004)。定期貨櫃船公司顧客滿意度、轉換成本對顧客忠誠度影響之研究(碩士論文)。國立成功大學。  延伸查詢new window
7.余駿祺(2003)。顧客滿意度對顧客忠誠度影響之研究--以台17線公路客運業為例(碩士論文)。國立成功大學。  延伸查詢new window
8.施大元(2004)。高雄港顧客忠誠度之研究--以貨櫃航商為例(碩士論文)。國立成功大學。  延伸查詢new window
9.洪嘉蓉(2004)。服務品質、滿意度與忠誠度關係之研究--以中華電信公司ADSL顧客為例(碩士論文)。大葉大學。  延伸查詢new window
圖書
1.衛南陽(2001)。服務競爭優勢：探索永續經營的奧秘。台北：商兆文化圖書。  延伸查詢new window
2.吳統雄(1990)。電話調查：理論與方法。台北市：聯經出版社。  延伸查詢new window
3.周文賢(2002)。多變量統計分析：SAS/STAT使用方法。台北市：智勝文化事業有限公司。  延伸查詢new window
4.邱皓政(2009)。量化研究與統計分析。台北市：五南出版社。  延伸查詢new window
5.陳彥仲、薛立敏(2000)。台灣地區出租住宅市場之研究。內政部建築研究所。  延伸查詢new window
6.郭泰(2005)。王永慶給年輕人的8堂課。台北市：遠流出版社。  延伸查詢new window
7.Berry, L. L.、Parasuraman, A.(2004)。Marketing Service: Competing through Quality。NY：The Free Press。  new window
8.Kotler, P.、Ang, S. W.、Leong, S. M.、Tan, C. T.(2006)。Marketing Management: an Asian Perspective。New Jersey：Prentice-Hall。  new window
9.Seybold, P. B.、Marshak, R. T.(1998)。Customers.com: How to Create a Profitable Business Strategy for the Internet and Beyond。Boston：Patricia Seybold Group, Inc.。  new window
10.吳明隆(2008)。論文寫作與量化研究。臺北市：五南。  延伸查詢new window
11.陳寬裕、王正華(2011)。論文統計分析實務：SPSS與AMOS的運用。臺北：五南圖書出版有限公司。  延伸查詢new window
12.DeVellis, Robert F.(1991)。Scale Development: Theory and Applications。Sage。  new window
圖書論文
1.Berry, Leonard L.(1983)。Relationship marketing。Emerging Perspectives on Services Marketing。American Marketing Association。  new window
 
 
 
 
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