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研究生: 林士傑
Shih-chieh Lin
論文名稱: 售後服務中心顧客服務品質之研究-以A公司為例
Service Quality Research of Post-Sales Service Center - Case Study on A Company
指導教授: 陳正綱
Cheng-Kang Chen
口試委員: 葉瑞徽
Ruey-Huei Yeh
吳宗成
Tsung-cheng Wu
學位類別: 碩士
Master
系所名稱: 管理學院 - 管理研究所
Graduate Institute of Management
論文出版年: 2010
畢業學年度: 98
語文別: 中文
論文頁數: 141
中文關鍵詞: 售後服務品質售後服務滿意度顧客忠誠度
外文關鍵詞: post-sales service quality, customer satisfaction, customer loyalty
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  •   企業的競爭關鍵在於如何提升服務品質、追求全方位的顧客滿意度、及提高顧客忠誠度。
      本研究主要在探討售後服務品質、售後服務滿意度與顧客忠誠度關係,為達成此研究目的,蒐集並分析相關文獻以作為本研究之理論架構。
      本研究統計分析採用信效度分析、獨立樣本t檢定、Pearson積差相關分析、單因數變異數分析、多重事後比較方法來檢定研究中之各個假設。
      而研究的結論為:
    售後服務品質對售後服務滿意度有正向影響;
    二、售後服務品質對顧客忠誠度有正向影響;
    三、售後服務滿意度對顧客忠誠度有正向影響;
    四、人口統計變項中之地區別會造成售後服務中心之消費者對於售後服務品質、售後服務滿意度及顧客忠誠度的顯著差異。
      根據本研究的結論,提出下列建議:


    加強服務品質的「關懷性品質」。
    二、提高顧客滿意度中的「服務內容與流程滿意度」。
    三、在未來售後服務中心的營運目標上,可以增列一些關於提升關懷性品質的KPI指標,以此讓品質目標能有效與獲利目標結合,以提升企業的競爭力。

    中文摘要 I ABSTRACT II 目錄 III 表目錄 V 圖目錄 VIII 第壹章 緒論 1 第一節 研究背景 1 第二節 研究動機 3 第三節 研究目的 5 第四節 研究範圍與限制 5 第五節 論文架構與研究流程 6 第貳章 文獻回顧與探討 8 第一節 售後服務相關文獻 8 第二節 服務品質 13 第三節 顧客忠誠度 18 第四節 服務品質與顧客滿意度、忠誠度之關係 24 第参章 研究設計 27 第一節 研究架構 27 第二節 研究假設 28 第三節 研究對象 28 第四節 研究變項及其定義 28 第五節 研究測量工具 31 第六節 統計分析方法 35 第七節 問卷建構與測試分析 38 第肆章 問卷調查結果分析 53 第一節 問卷受測者基本資料分析 53 第二節 研究變項描述性統計分析 56 第三節 人口統計變項對服務品質之知覺感受度的差異性分析 57 第四節 人口統計變項對售後服務滿意度之差異性分析 73 第五節 人口統計變項對顧客忠誠度之差異性分析 88 第六節 服務品質與售後服務滿意度之相關分析 98 第七節 服務品質與顧客忠誠度之相關分析 101 第八節 售後服務滿意度與顧客忠誠度之相關分析 102 第九節 假設驗證結果 104 第伍章 結論與建議 105 第一節 假設驗證 105 第二節 研究建議 116 第三節 對後續研究者建議 117 參考文獻 118 一、中文部份 118 二、英文部分 120 附錄--「售後服務中心顧客服務品質之研究」調查問卷 126

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