系統識別號 | U0002-1107201702221800 |
---|---|
DOI | 10.6846/TKU.2017.00359 |
論文名稱(中文) | 電子行銷與顧客保留之關係 |
論文名稱(英文) | The Relationship between E-marketing Application and Customer Retention |
第三語言論文名稱 | |
校院名稱 | 淡江大學 |
系所名稱(中文) | 管理科學學系碩士班 |
系所名稱(英文) | Master's Program, Department of Management Sciences |
外國學位學校名稱 | |
外國學位學院名稱 | |
外國學位研究所名稱 | |
學年度 | 105 |
學期 | 2 |
出版年 | 106 |
研究生(中文) | 董欣祥 |
研究生(英文) | Hans-Stephen Tang |
學號 | 604625011 |
學位類別 | 碩士 |
語言別 | 繁體中文 |
第二語言別 | 英文 |
口試日期 | 2017-06-18 |
論文頁數 | 70頁 |
口試委員 |
指導教授
-
李培齊
委員 - 牛涵錚 委員 - 周菡苹 |
關鍵字(中) |
電子行銷 客製化推廣 顧客關係 顧客吸引力 顧客保留 |
關鍵字(英) |
E-Marketing Promotion Customization Customer Relationship Customer Attractiveness Customer Retention |
第三語言關鍵字 | |
學科別分類 | |
中文摘要 |
本研究透過行銷組合中的推廣設計來瞭解組織運用電子行銷對顧客保留能力之影響,研究結果顯示電子行銷應用於推廣活動時,組織有進行客製化行銷之能力。換言之,當組織於推廣活動中使用電子行銷會影響顧客保留。 本研究檢驗了一項主要假設以及五項次要假設,主要假設為:組織使用電子行銷的程度會透過組織執行客製化推廣活動的能力、組織對顧客感知的關係、組織對顧客吸引力感知等變數與組織顧客保留能力呈正相關。 H1:組織使用電子行銷程度與執行客製化行銷活動的能力呈正相關。 H2:組織執行客製化行銷活動的能力與組織對顧客感知關係呈正相關。 H3:組織執行客製化行銷活動的能力與組織對顧客的吸引力感知呈正相關。 H4:組織對顧客感知關係與組織顧客保留能力呈正相關。 H5:組織對顧客吸引力感知與組織顧客保留能力呈正相關。 本論文以問卷調查進行研究,在回歸分析中,次要假設均成立,主要假設則為部分成立,其中顧客的感知吸引力並非組織運用電子行銷與組織顧客保留能力的中介變項;此外,未透過中介變項分析時,組織運用電子行銷程度與顧客保留能力呈現正向關係,經由中介變項分析後,組織運用電子行銷程度對顧客保留能力呈現出負向關係,但仍然會透過中介變項對顧客保留能力呈現出正向關係。 |
英文摘要 |
This thesis is to study the impact of E-Marketing on an organization’s customer retention capabilities through the design of marketing mix, specifically, the design of promotion. When applying E-marketing on promotional activities, the indication is that an organization would have the capability to customize promotional activities. In other words, organization’s promotional activities would have impact on customer retention when E-Marketing application is applied. This research examined one major hypothesis and five sub-hypotheses, they are: H: The extent to which an organization applies E-marketing is positively related to the organization’s ability to retain customers, mediated through the ability of the organization to customize promotional activities, customers’ perceptual relationship with the organization, and customers’ perceptual attractiveness of the organization. H1: The extent to which an organization applies E-marketing is positively related to the ability to customize promotional activities. H2: The ability of an organization to customize promotional activities is positively related to customers’ perceptual relationship with the organization. H3: The ability of an organization to customize promotional activities is positively related to customers’ perceptual attractiveness of the organization. H4: Customers’ perceptual relationship with an organization is positively related to the ability of the organization to retain customers. H5: Customers’ perceptual attractiveness of an organization is positively related to the ability of the organization to retain customers. In regression analysis, every sub-hypothesis is supported. However, the main hypothesis is only partially supported in this research. Customers’ perceptual attractiveness is not a mediator to the relationship between the extent to which an organization applies e-marketing and the organization’s ability to retain customers. Furthermore, the extent of E-marketing application has negative direct impact on customer retention through all the mediating variables. Nevertheless, the total impact of the extent of E-marketing application on customer retention through all the mediating variables is positive. |
第三語言摘要 | |
論文目次 |
CONTENTS Acknowledgments I Summary (Chinese) II Summary (English) III Contents V List of Figure VII List of Table VIII Chapter One Introduction 1 1.1 Research Background 1 1.2 Research Question 3 1.3 Research Objective 4 Chapter Two Literature Review 6 2.1 The History of E-Marketing 6 2.2 The Application of E-Marketing to 4Ps 9 2.3 The Importance of Promotional Strategies 24 2.4 How E-Marketing Would Revolutionize Promotional Activities 27 Chapter Three Research Method 32 3.1 Research Methodology 32 3.2 Operationalization of Variables 32 3.3 Data Collection 36 3.4 Description of the Data 41 Chapter Four Data Analysis 44 4.1 The Rudimentary Analysis 44 4.2 The Analysis of Mediating Effects 47 Chapter Five Summary and Recommendation 55 5.1 Summary and Conclusion 55 5.2 Recommendation 57 5.3 Limitation and Suggestion for Future Research 59 References 62 Appendix A 67 Appendix B 69 List of Figures Figure 1.1: Differences Internet-marketing, E-marketing, E-commerce and E-business 2 Figure 2.1: 3 Levels of a Product 10 Figure 2.2: Promotion through Product Life Cycle 16 Figure 2.3: Research Framework 30 List of Table Table 3.1: Alpha Reliability Measure under Develles 36 Table 3.2: Result of Reliability Test of each Research Variables 37 Table 3.3: Reliability Eliminating Each Item in Turn for Customer Perceptual Attractiveness (I) 37 Table 3.4: Reliability Eliminating Each Item in Turn for Customer Perceptual Attractiveness (II) 38 Table 3.5: Reliability Eliminating Each Item in Turn Extent of Applies E-marketing 38 Table 3.6: Reliability Eliminating Each Item in Turn for Customize Promotional Activity 39 Table 3.7: Reliability Eliminating Each Item in Turn for Customers’ Perceptual Relation 39 Table 3.8: Reliability Eliminating Each Item in Turn for Retain Customer 40 Table 3.9: Distribution on Respondent Profile based on Sex Category 41 Table 3.10: Distribution on Respondents Profile based on Age Category 42 Table 3.11: Distribution on Respondent Profile based on Occupation 42 Table 3.12: Distribution on Respondent Profile based on Familiar Brand, Organization, Company or Shop 43 Table 4.1: Descriptive Statistics and Correlations 44 Table 4.2: Durbin Watson Result 49 Table 4.3: Result of Regression Analysis for Mediating Effects Dependent variable: Customer retention 49 |
參考文獻 |
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