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題名：科技導入與服務品質對顧客滿意度及顧客忠誠度之影響--以行動購物APP為例
書刊名：全球商業經營管理學報
作者：曾娟娟 引用關係／洪偉能
作者(外文)：Tseng, Chuan-chuan／Hung, Wei-neng
出版日期：2019
卷期：11
頁次：頁109-120
主題關鍵詞：科技導入；服務品質；顧客抱怨；服務補救；顧客滿意度；顧客忠誠度；Technology adoption；Service quality；Customer complaints；Service recovery；Customer satisfaction；Customer loyalty
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(1) 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:1
  • 共同引用共同引用:6
  • 點閱點閱:29
由於行動購物排除地理及時間上的限制，行動購物業者能與各地的消費者交易活動。本研究針對行動購物APP使用者為研究對象，以探討科技導入與服務品質、顧客滿意度、顧客忠誠度之關聯性；顧客抱怨與服務補救如何干擾科技導入與服務品質之間的關係。本研究樣本採用實體問卷與網路問卷，針對使用行動購物APP顧客為主要研究對象進行問卷發放，回收有效問卷為215份，有效問卷回收率為90%。研究結果發現：（1）科技導入對服務品質有正向相關；（2）服務補救正向強化干擾科技導入對於服務品質的關係；（3）服務品質對顧客滿意度有正向相關；（4）服務品質對顧客忠誠度有正向相關；（5）顧客滿意度對於顧客忠誠度有正向相關。本研究結果將可提供未來相關研究及業者實務應用的參考。
Because mobile shopping excluding the restrictions on geography and time, mobile shopping practitioners can trade activity with consumers everywhere. This study aims at users of mobile shopping apps as research objects and explores the relationships among technology adoption and service quality, customer satisfaction, customer loyalty; how customer complaints and service recovery interfere the relationship between technology adoption and service quality. In this study, physical questionnaire and online questionnaire were used as the samples, and questionnaires were distributed to the customers using the mobile shopping APP as the main research object. 215 valid questionnaires were collected, with the effective recovery rate of 90%. The results show that: (1) technology adoption has a positive correlation with service quality; (2) service recovery positively strengthens the relationship between technology adoption and service quality; (3) service quality has a positive correlation with customer satisfaction; (4) service quality has a positive correlation with customer loyalty; (5) customer satisfaction has a positive correlation with customer loyalty. The results of this study will provide references for future research and practical application.
期刊論文
1.Straub, E. T.(2009)。Understanding technology adoption: Theory and future directions for informal learning。Review of Educational Research，79(2)，625-649。  new window
2.Yeo, J.、Huang, W.(2003)。Mobile e-commerce outlook。International Journal of Information Technology and Decision Making，2(2)，313-332。  new window
3.Orlikowski, Wanda J.、Gash, Debra Carol(1994)。Technological frames: making sense of information technology in organizations。ACM Transactions on Information Systems，12(2)，174-207。  new window
4.Plouffe, C. R.、Hilland, J. S.、Vandenbosch, M.(2001)。Richness versus parsimony in modeling technology adoption decision--understanding merchant adoption of smart card-based payment system。Information System Research，12(2)，208-222。  new window
5.賴森堂(20140200)。以文件化的優質可再用元件提升行動App開發效率與品質。創新與管理，10(4)，95-118。new window  延伸查詢new window
6.Simon, F.(2013)。The influence of empathy in complaint handling: evidence of gratitudinal and transactional routes to loyalty。Journal of Retailing and Consumer Services，20(6)，599-608。  new window
7.Singh, Jagdip、Wilkes, Robert E.(1991)。A theoretical framework for modeling consumer's response to marketplace dissatisfaction。Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior，4(1)，1-12。  new window
8.Kolesar, Mark B.、Galbraith, R. Wayne(2000)。A services-marketing perspective on e-retailing: Implications for e-retailers and directions for further research。Internet Research，10(5)，424-438。  new window
9.Singh, J.(1990)。A Typology of Consumer Dissatisfaction Response Styles。Journal of Retailing，66(1)，57-99。  new window
10.Kaynama, Shohreh A.、Black, Christine I.(2000)。A Proposal to Assess the Service Quality of Online Travel Agencies: An Exploratory Study。Journal of Professional Services Marketing，21(1)，63-88。  new window
11.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1991)。Refinement and reassessment of the SERVQUAL scale。Journal of Retailing，67(4)，420-450。  new window
12.梁曉興(20160300)。商務旅館服務品質對顧客滿意度、顧客忠誠度之研究--以北海大飯店。管理資訊計算，5(1)，109-126。new window  延伸查詢new window
13.Morosan, C.(2014)。Toward an integrated model of adoption of mobile phones for purchasing ancillary services in air travel。International Journal of Contemporary Hospitality Management，26(2)，246-271。  new window
14.Venkatesh, Viswanath、Morris, Michael G.、Davis, Gordon B.、Davis, Fred D.(2003)。User Acceptance of Information Technology: Toward a Unified View。Management Information Systems Quarterly，27(3)，425-478。  new window
15.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
16.Hoffman, K. Douglas、Kelley, Scott W.、Rotalsky, Holly M.(1995)。Tracking Service Failures and Employee Recovery Efforts。Journal of Services Marketing，9(2)，49-61。  new window
17.Oliver, Richard L.(1981)。Measurement and evaluation of satisfaction processes in retail settings。Journal of Retailing，57(3)，25-48。  new window
18.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1994)。Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research。Journal of Marketing，58(1)，111-124。  new window
19.Oliver, Richard L.(1999)。Whence consumer loyalty?。Journal of Marketing，63(4_suppl 1)，33-44。  new window
20.Davis, Fred D.、Bagozzi, Richard P.、Warshaw, Paul R.(1989)。User acceptance of computer technology: A comparison of two theoretical models。Management Science，35(8)，982-1003。  new window
21.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
22.Davis, Fred D.(1989)。Perceived Usefulness, Perceived Ease of Use, & User Acceptance of Information Technology。MIS Quarterly，13(3)，319-340。  new window
23.Jones, Thomas O.、Sasser, W. Earl Jr.(1995)。Why Satisfied Customers Defect?。Harvard Business Review，73(6)，88-99。  new window
會議論文
1.Hsu, S. P.、Perng, C.、Chiou, W. C.、Ou, T. Y.(2014)。Usability Evaluation of Mobile Commerce Website on Internet-An empirical study。The Thirteenth Wuhan International Conference On E-Business。  new window
圖書
1.Zeithaml, V. A.、Bitner, M. J.(1996)。Services Marketing。McGraw-Hill。  new window
2.Kotler, Philip(1997)。Marketing Management: Analysis, Planning, Implementation, and Control。Prentice-Hall。  new window
 
 
 
 
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