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系統識別號 U0002-0907201411072600
中文論文名稱 會員知覺服務品質、知覺價值與服務滿意度相關性之研究-以C航企業工會為例
英文論文名稱 A Study of the Relationship Among Member Perceived Service Quality, Perceived Value and Service Satisfaction----The Enterprise Labor Union of C Airlines as Example
校院名稱 淡江大學
系所名稱(中) 管理科學學系企業經營碩士在職專班
系所名稱(英) Executive Master’s Program of Business Administration(EMBA) in Management Sciences
學年度 102
學期 2
出版年 103
研究生中文姓名 許暉煜
研究生英文姓名 Huei-yu Hsu
學號 795620060
學位類別 碩士
語文別 中文
口試日期 2014-06-12
論文頁數 87頁
口試委員 指導教授-陳海鳴
委員-吳秉恩
委員-李培齊
中文關鍵字 知覺服務品質  知覺價值  服務滿意度  企業工會 
英文關鍵字 Perceived Service Quality  Perceived Value  Service Satisfaction  Enterprise Labor Union 
學科別分類
中文摘要 企業工會是屬於基層工會組織類型,是2010年工會法修訂後,由原本的產業工會、職業工會增列出來的。工會組織,基本上的功能與目的旨在促進勞資和諧,改善勞工生活與勞動條件,創造勞資雙贏的局面。
鑑於C航為航空產業,屬性較為特殊,且其所成立的工會歷史亦相當悠久,本研究特以C航空公司企業工會為例,探討其會員對工會服務品質的知覺感受、知覺價值以及服務滿意度上之關聯性;以發送內部電子郵件給企業工會會員,請會員上網填寫問卷,由雲端網路來收集會員所傳回的問卷資料,共收集有效問卷388份。然後透過SPSS統計分析軟體做檢定各變數量表之信度,最後再以迴歸分析探討各變數構面間互動影響的檢定。
本研究結果發現:
1. 會員知覺服務品質對服務滿意度呈現顯著正向影響。
2. 會員知覺服務品質之有形性對服務滿意度呈現顯著正向影響。
3. 會員知覺服務品質之可靠性對服務滿意度呈現顯著正向影響。
4. 會員知覺服務品質之反應性對服務滿意度呈現顯著正向影響。
5. 會員知覺服務品質之保證性對服務滿意度呈現顯著正向影響。
6. 會員知覺服務品質之同理心對服務滿意度呈現顯著正向影響。
7. 會員知覺服務品質與會員知覺價值之間呈現顯著正向影響。
8. 會員知覺價值對服務滿意度呈現顯著正向的影響 。
9. 會員知覺價值對會員知覺服務品質與服務滿意度間有中介影響。
英文摘要 Enterprise Labor union is a kind type of grass-roots union organizations, and added out from industrial unions and vocational uions after the 2010 Amendment Act. Labor unions, basically is aimed at promoting harmonious labor relations, improving living and working conditions of workers, and creating a win-win situation between employers and employees.
In view of C airlines is belong to an aviation industry and its property is very unique, its established union also has a long history, this study especially uses C airlines as an example to investigate the relationships among union member’s perception of service quality, perceived value and service satisfaction. This study uses questionnaire via cloud network to collect data, over 1,000 members had been invited by email to fill it out and send back, 388 copies being collected eventually and the returned questionnaires are all valid. Then, we verify the reliability of each scale dimension, and finally explore the interaction test among the various dimensions of variables via regression analysis.
The results of this study found that:
1.Member’s perceived service quality positive influence significantly service satisfaction.
2.The tangibles of member’s perceived service quality positive influence significantly service satisfaction.
3.The reliability of member’s perceived service quality positive influence significantly service satisfaction.
4.The reactivity of member’s perceived service quality positive influence significantly service satisfaction.
5.The assurance of member’s perceived service quality positive influence significantly service satisfaction.
6.The empathy of member’s perceived service quality positive influence significantly service satisfaction.
7.Member’s perceived service quality positive influence significantly perceived value.
8.Member’s perceived value positive influence significantly service satisfaction.
9.Member’s perceived value has intermediary effect between member’s perceived service quality and service satisfaction.
論文目次 目 錄
摘要 ………………………………………………………………… I
第一章 緒論 ………………………………………………………… 1
第一節 研究背景與動機 …………………………………………… 1
第二節 研究目的 …………………………………………………… 3
第三節 研究流程 …………………………………………………… 4

第二章 文獻探討 …………………………………………………… 5
第一節 企業工會組織 ……………………………………………… 5
第二節 服務品質 …………………………………………………… 11
第三節 知覺價值理論 ……………………………………………… 20
第四節 服務滿意度 ………………………………………………… 23
第五節 各變數的關聯性 …………………………………………… 27

第三章 研究方法 …………………………………………………… 29
第一節 研究架構 …………………………………………………… 29
第二節 研究假設 …………………………………………………… 30
第三節 研究變數 …………………………………………………… 30
第四節 資料收集 …………………………………………………… 32
第四章 研究結果 …………………………………………………… 37
第一節 會員資料與樣本結構 ……………………………………… 37
第二節 各變數之敘述統計分析 …………………………………… 38
第三節 信度分析 …………………………………………………… 41
第四節 人口統計變數與各變數之單因子變異數分析 …………… 45
第五節 相關係數分析 ……………………………………………… 49
第六節 各變數之迴歸分析 ………………………………………… 52
第七節 會員知覺價值的中介效果分析 …………………………… 58
第八節 研究假設與驗證結果 ……………………………………… 64

第五章 結論與建議 ………………………………………………… 65
第一節 結論 ………………………………………………………… 65
第二節 建議 ………………………………………………………… 67

參考文獻 …………………………………………………………… 71
附錄 研究問卷 ……………………………………………………… 81


圖 目 錄
圖1-1 研究流程圖 ………………………………………………… 4
圖2-1 修正後之工會組織體系參考圖 …………………………… 7
圖3-1 研究架構圖 ………………………………………………… 29
圖4-1 檢驗中介效果的程序圖示 ………………………………… 59


表 目 錄
表2-1 工會理論彙整表 …………………………………………… 5
表2-2 服務的定義彙整表 ………………………………………… 11
表2-3 品質的定義彙總表 ………………………………………… 14
表2-4 服務品質的定義彙總表 …………………………………… 15
表2-5 知覺價值的定義 …………………………………………… 21
表2-6 滿意度的定義彙總表 ……………………………………… 24
表2-7 顧客滿意度之衡量構面 …………………………………… 25
表3-1 SERVQUAL 量表與本研究會員知覺服務品質問項的
對照表 ……………………………………………………………… 32
表3-2 會員知覺價值量表 ………………………………………… 34
表3-3 服務滿意度量表之衡量項目 ……………………………… 34
表4-1 問卷受測者基本資料表 …………………………………… 37
表4-2 會員知覺服務品質之平均值與標準差 …………………… 39
表4-3 會員知覺價值之平均數與標準差 ………………………… 40
表4-4 服務滿意度之平均數與標準差 …………………………… 41
表4-5 會員知覺服務品質之信度分析 …………………………… 41
表4-6 會員知覺服務品質之有形性的信度分析 ………………… 42
表4-7 會員知覺服務品質之可靠性的信度分析 ………………… 43
表4-8 會員知覺服務品質之反應性的信度分析 ………………… 43
表4-9 會員知覺服務品質之保證性的信度分析 ………………… 44
表4-10 會員知覺服務品質之同理心的信度分析 ………………… 44
表4-11 會員知覺價值之信度分析 ………………………………… 45
表4-12 服務滿意度之信度分析 …………………………………… 45
表4-13 人口統計變數之性別對『會員知覺服務品質』及其
構面、『會員知覺價值』以及『服務滿意度』之單因子變異
數分析 ……………………………………………………………… 46
表4-14 人口統計變數之年齡對『會員知覺服務品質』及其
構面、『會員知覺價值』以及『服務滿意度』之單因子變異
數分析 ……………………………………………………………… 46
表4-15 人口統計變數之年資對『會員知覺服務品質』及其
構面、『會員知覺價值』以及『服務滿意度』之單因子變異
數分析 ……………………………………………………………… 47
表4-16 人口統計變數之學歷對『會員知覺服務品質』及其
構面、『會員知覺價值』以及『服務滿意度』之單因子變異
數分析 ……………………………………………………………… 48
表4-17 人口統計變數之職等對『會員知覺服務品質』及其
構面、『會員知覺價值』以及『服務滿意度』之單因子變異
數分析 ……………………………………………………………… 48
表4-18 人口統計變數之工作屬性對『會員知覺服務品質』及
其構面、『會員知覺價值』以及『服務滿意度』之單因子變
異數分析 …………………………………………………………… 49
表4-19 會員知覺服務品質及其構面與服務滿意度之相關檢定 … 51
表4-20 會員知覺服務品質與會員知覺價值之相關檢定 ………… 51
表4-21 會員知覺價值與服務滿意度之相關檢定 ………………… 52
表4-22 會員知覺服務品質對服務滿意度的迴歸分析 …………… 53
表4-23 會員知覺服務品質之有形性對服務滿意度的迴歸分析 … 53
表4-24 會員知覺服務品質之可靠性對服務滿意度的迴歸分析 … 54
表4-25 會員知覺服務品質之反應性對服務滿意度的迴歸分析 … 55
表4-26 會員知覺服務品質之保證性對服務滿意度的迴歸分析 … 56
表4-27 會員知覺服務品質之同理心對服務滿意度的迴歸分析 … 57
表4-28 會員知覺服務品質對會員知覺價值的迴歸分析 ………… 57
表4-29 會員知覺價值對服務滿意度的迴歸分析 ………………… 58
表4-30 會員知覺服務品質對會員知覺價值之層級迴歸分析 …… 60
表4-31 會員知覺服務品質對服務滿意度之層級迴歸分析 ……… 61
表4-32 會員知覺服務品質與會員知覺價值對服務滿意度之層
級迴歸分析 ………………………………………………………… 62
表4-33 研究假設與驗證結果之彙整表 …………………………… 64
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