服務品質、服務價值、顧客關係、顧客滿意度關係之研究－以嘉義地區郵局往來客戶為例

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Title:	服務品質、服務價值、顧客關係、顧客滿意度關係之研究－以嘉義地區郵局往來客戶為例
Other Titles:	An Investigation of Correlations among Service Quality, Service Value, Customer Relations and Customer Satisfaction--An Examples of Post Office in Chiayi County
Authors:	邱國彰 Chiu, Kuo-Chang
Contributors:	企業管理學系管理科學碩博士班紀信光 Sin-Kuang Chi
Keywords:	服務品質;服務價值;顧客關係;顧客滿意度 Service Quality;Service Value;Customer Relationship;Customer Satisfaction
Date:	2016
Issue Date:	2016-10-25 16:09:19 (UTC+8)
Abstract:	本研究以郵局顧客的觀點，探討服務品質是否會影響服務價值與顧客關係，進而影響其顧客滿意度。本研究以服務品質為自變項，服務價值與顧客關係為中介變項，顧客滿意度為依變項，來探討彼此之間的關係。以相關分析與迴歸分析等統計方法驗證假設。　　研究結果發現：(1)服務品質對服務價值有顯著的正向影響；(2)服務品質對顧客關係有顯著的正向影響；(3)服務品質對顧客滿意度有顯著的正向影響；(4)服務價值對顧客關係有顯著的正向影響；(5)服務價值對顧客滿意度有顯著的正向影響；(6)顧客關係對顧客滿意度有顯著的正向影響；(7)服務價值對於服務品質與顧客滿意度之間沒有中介效果；(8)服務價值對於服務品質與顧客關係之間存在著部分中介效果；(9)顧客關係對於服務品質與顧客滿意度之間存在著部分中介效果；(10)顧客關係對於服務價值與顧客滿意度之間存在著完全中介效果。　　By post office customer's viewpoint, the study discusses service quality whether can affect service value and customer relationship, then affects customer satisfaction.The study takes serves quality as independent variable, service value and customer relationship as intermediary variable, customer satisfaction as dependent variable, to discuss the relationship between each other.The study check supposition by correlation analysis and regression analysis.　　The study findings reveal that：(1) service quality has remarkably positive influence on service value.(2)service quality has remarkably positive influence on customer relationship.(3) service quality has remarkably positive influence on customer satisfaction.(4) service value has remarkably positive influence on customer relationship.(5) service value has remarkably positive influence on customer satisfaction.(6)customer relationship has remarkably positive influence on customer satisfaction.(7)service value have no intermediate effects on service quality and customer satisfaction.(8)service value has partially intermediate effects on service quality and customer relationship.(9)The customer relationship has partially intermediate effects on service value and customer satisfaction.(10)customer relationship has completely intermediate effects on service value and the customer satisfaction.
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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