身體感官體驗、顧客滿意度、顧客忠誠度關係之研究－以美容SPA館為例

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 987654321/23231

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Title:	身體感官體驗、顧客滿意度、顧客忠誠度關係之研究－以美容SPA館為例
Other Titles:	A Study on the Relationships among Body Sensory Experience, Customer Satisfaction and Customer Loyalty--Beauty SPA Center as an Example
Authors:	李泳緹 Lee, Yung-Ti
Contributors:	企業管理學系管理科學碩博士班黃國忠 Kuo-Chung Huang
Keywords:	顧客忠誠度;顧客滿意度;感官體驗 Customer satisfaction;Sensory experiences;Customer loyalty
Date:	2015
Issue Date:	2015-08-26 14:16:05 (UTC+8)
Abstract:	本研究的目的欲探討影響SPA館消費者顧客忠誠度因素的研究。以某連鎖Solus Por Aqus (SPA)館消費者為研究對象，並採用非隨機的便利抽樣法的方式進行問卷調查，共發出265份，回收232份，扣除無效問卷31份，有效問卷為201份，有效問卷回收率75.8%。本研究所得結論如下：(1)職業的不同對味覺感受有顯著差異；(2)不同月收入的消費者對顧客滿意度與顧客忠誠度有顯著差異；(3)視覺感受、聽覺感受、味覺感受、觸覺感受對顧客滿意度具有顯著正向影響；(4)視覺感受、聽覺感受、嗅覺感受、味覺感受、觸覺感受對顧客忠誠度具有顯著正向影響；(5)顧客滿意度對顧客忠誠度具有正向顯著；(6)顧客滿意度在視覺感受與顧客忠誠度之間具有部分中介效果；(7)顧客滿意度在聽覺感受與顧客忠誠度之間具有部分中介效果；(8)顧客滿意度在味覺感受與顧客忠誠度之間具有部分中介效果；(9)顧客滿意度在觸覺感受與顧客忠誠度之間具有完全中介效果。　　The purpose of this study is to explore influential factors of SPA center customers loyalty influential factors. In this study, data of consumers of SPA shop are collected by way of non-random sampling method to facilitate questionnaires. 232 out of 265 questionnaires are received, in which 31 questionnaires are invalid such that 201 questionnaires are valid, and the effective response rate is 75.8%. The results obtained are listed as follows: (1) Different vocational results in performance significant differences on taste experience; (2) Different monthly income in performance significant differences on customer satisfaction and customer loyalty; (3) Visual perception, auditory perception, taste perception, touch perception has a significantly positive impact on customer satisfaction respectively (4) Visual perception, auditory perception, olfaction perception, taste perception, touch perception has a significantly positive impact on customer loyalty respectively; (5) Customer satisfaction has a significantly positive impact on customer loyalty; (6) Customer satisfaction has a significant mediation effect on the relationships between visual perception and customer loyalty; (7) Customer satisfaction has a significant mediation effect on the relationships between auditory perception and customer loyalty; (8) Customer satisfaction has a significant mediation effect on the relationships between taste perception and customer loyalty; (9) Customer satisfaction has a significant mediation effect on the relationships between touch perception and customer loyalty.
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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