環境管理、產品品質與品牌態度對顧客忠誠之影響關係研究－以加油站為例

NHUIR > College of Management > Department of Business Administration, Master/Ph.D Program in Management Sciences > Disserations and Theses(Master and Doctoral Program in Management Sciences) > Item 987654321/19718

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Title:	環境管理、產品品質與品牌態度對顧客忠誠之影響關係研究－以加油站為例
Other Titles:	THE EFFECTS OF EMVIRONMENT MANAGEMENT, PRODUCT QUALITY, AND BRAND ATTITUDE ON CUSTOMER LOYALTY- AN EMPIRICAL STUDY OF GAS STATIONS
Authors:	鄭英俊 Cheng, Ying-chun
Contributors:	企業管理系管理科學碩博士班范惟翔 Wei-hsiang Fan
Keywords:	環境管理;顧客忠誠;實體環境;品牌態度;產品品質 Physical Environment;Product Quality;Customer Royalty;Brand Attitude;Environment Management
Date:	2009
Issue Date:	2015-03-19 15:13:51 (UTC+8)
Abstract:	面對節能減碳的強大壓力，現代企業須能順應環保趨勢，使環境污染減到最低，將環保問題弭而無形。「安全無污染」一直是加油站重視的環境管理焦點，也是責無旁貸的課題，過去國內有關加油站的研究大多著重在服務品質，甚少從環境管理與產品品質面進行探討，同時兩者與品牌態度對加油顧客忠誠度的影響關係為何亦乏人討論。鑒於台灣加油站每日加油量達數十公秉，同時每日進出數佰車次、人次，對於社會公共安全影響甚巨。　　　因此，本研究運用線性結構關係模式（SEM）探討各研究構面之間的影響關係，進而建立整體結構模式。本研究依據文獻之推導建立研究假設，研究結果顯示：（1）環境管理與產品品質存在顯著正相關（2）環境管理對產品品質、品牌態度、顧客忠誠皆具有正向顯著影響；（3）產品品質對品牌態度、與顧客忠誠具正向影響；（4）品牌態度對顧客忠誠有正向顯著影響；（5）產品品質對顧客忠誠之影響不顯著；（6）環境管理與產品品質透過品牌態度對顧客忠誠具有中介效果。　　Confronting the pressure of energy-saving and carbon reduction, modern entrepreneurs must accommodate themselves to the trend of environmental protection, make the pollution reduce to the minimum, and eliminate the problem of environmental protection.“Safe without pollution” has always been the focus of environmental management which gas stations emphasize, and it is an undeniable responsibility for gas stations. In the past, the majority of the research concerning gas station concentrated on the quality of service; few explored from the aspects of environment management and product quality. Moreover, no researcher dedicated to the discussion of the effects of the aforementioned two variables and Brand attitude on customer royalty. In light of the consumed gasoline per day being up to thousands of liters and hundreds of cars and people coming to the gas station per day, it enormously affects the public safety.　　　The present study, therefore, conducted SEM to investigate the correlations among the various constructs, building a whole structure model. Based on the inducing of literature review, research hypotheses were proposed and the research results were as follows : (1) Environmental management exists significantly positive relations on the quality of products. (2)Environment management has a positive significant effect on product quality, brand attitude, and customer royalty. (3) Product quality has a positive significant effect on brand attitude and customer royalty. (4) Brand attitude has a positive significant effect on customer royalty. (5) Product quality doesn’t have a significant effect on customer royalty. (6) Environmental management and product quality have intermediary effects on the customer loyally through brand attitude.
Appears in Collections:	[Department of Business Administration, Master/Ph.D Program in Management Sciences] Disserations and Theses(Master and Doctoral Program in Management Sciences)

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