淡江大學覺生紀念圖書館 (TKU Library)

系統識別號 U0002-1407201414140000
中文論文名稱 影響購物商場品牌忠誠度的前因研究:客戶和服務人員的觀點
英文論文名稱 Antecedents of Brand Loyalty in Shopping Center: Customer and Service Personnel Perspectives
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 陳秀慈
研究生英文姓名 Hsiu-Tze Chen
學號 701620048
學位類別 碩士
語文別 英文
口試日期 2014-06-27
論文頁數 58頁
口試委員 指導教授-陳水蓮
中文關鍵字 服務品質  商店形象  顧客滿意度  顧客忠誠度 
英文關鍵字 service quality  store image  customer satisfaction  customer loyalty 
中文摘要 台灣多元化的消費市場,使得消費者對一般休閒娛樂商品及消費品的需求也與日俱增,而台灣市場規模較小,在如此競爭市場及周邊同質性商場林立,如何異軍突起立於不敗之地,是值得去探討的。本研究目的針對「Q Square」之服務品質、商店形象、顧客滿意度及顧客忠誠度做深入探討,就消費者與銷售服務人員之觀點,探討服務品質、商店形象、顧客滿意度與忠誠度彼此間因果關係。
本研究以實證的方式向「Q Square」之顧客和銷售服務人員發放問卷,再將所收集之問卷以結構方程模式進行分析,共計回收有效消費者及銷售服務人員問卷樣本各349份。以Amos20.0統計軟體進行信、效度分析,並以結構方程式進行假設檢定。研究結果如下:一、服務品質會對顧客滿意度有正向影響之假設,其中有形性、同理心有顯著影響。二、商店形象會對顧客滿意度有正向影響之假設,其中商店的氣氛有顯著的影響。三、顧客滿意度會對顧客忠誠度有顯著正向影響之假設,也就是滿意度愈高,忠誠度也愈高。四、在干擾效果驗證部分,銷售服務人員的觀點在有形性對顧客滿意度之影響有顯著的影響,其影響效果亦顯著大於顧客的觀點,而顧客的觀點在氣氛及便利性對顧客滿意度之影響效果有顯著大於銷售服務人員的認知。最後,依據研究結果,提出可行之策略與建議供業者參考,進而改善或加強,並提供給學術研究者作未來研究之參考。
英文摘要 Taiwan’s diverse consumer market has stimulated consumer demand for general entertainment and consumer goods, in such a competitive and relatively homogeneous market is worth examining. The objectives of this study further explored the dimensions of service quality, store image, CS and customer loyalty, and to explore the differences in perspectives between consumers and sales-service personnel regarding service quality, store image, and the relationship between CS and loyalty to the Q Square Shopping Center.
The study participants were customer and service personnel who had shopped at Q Square. This study consisted of 349 customer samples and 349 service personnel samples that were used in the final analysis. AMOS 20.0 statistical software was employed to analyze and validate the measurements. The research hypotheses were examined by structural equation modeling (SEM), which supported certain hypotheses. Service quality had a positive influence on customer satisfaction, among five dimensions which tangibles and empathy had significant influence; Store image had a positive influence on customer satisfaction, among five dimensions which store atmosphere had significant influence; Customer satisfaction had significant influence on loyalty, meaning that high customer satisfaction provides high customer loyalty. When testing for the moderating effects, the service personnel perspective on the tangibles factor was found to significantly affect CS, and its effect is statistically greater than customer. However customer perspective on atmosphere and convenience dimensions had a significantly greater effect on CS than did those of service personnel. Finally, the study results provide general strategic directions for companies in the department store industry and discuss further research aspects for future academics.
論文目次 Table of Contents
Chapter 1 Introduction 1
1.1 Research Background 1
1.2 Research Objective 3
1.3 Research Process and Thesis Organization 3
Chapter 2 Literature Review 5
2.1Service Quality 5
2.2 Store Image 7
2.3 Customer Satisfaction 9
2.4 Loyalty 10
2.5Relationship Between Service Quality and Customer Satisfaction 11
2.6 Relationship Between Store Image and Customer Satisfaction 12
2.7 Relationship Between Customer Satisfaction and Loyalty 13
2.8 Moderating Effect 14
Chapter 3 Methodology 15
3.1Research Setting 16
3.2 Measurement Development 17
3.3 Sample and Data Collection 18
3.4 Data Analysis Method 19
3.4.1 Descriptive Statistics Analysis 19
3.4.2 Reliability and Validity analysis 19
Chapter 4 Data Analysis Methodology 20
4.1 Sampling and respondent profile 20
4.2 CFA and Model Fit 22
4.3 Reliability Analysis 23
4.4 Validity Analysis 25
4.4.1 Convergent Validity 25
4.4.2 Discriminative Validity 25
4.5 Structural Equation Model Analysis 29
4.5.1 Overall Model Validation 29
4.5.2 Structural Equation Model Evaluation of the Hypothesis Test 29
4.6 Moderating Effect: The Moderating Role of Customers and Service Personnel 32
Chapter 5 Conclusions 35
5.1 Discussion 35
5.2 Theoretical Implications 36
5.3 Managerial Implications 37
5.4 Limitations and Future Research 39
References 41
Appendix 53
List of Tables
Table 3.1 Sources of the Measure Items 18
Table 4.1.1 Demographic variables of customers 21
Table 4.1.2 Demographic variables of service personnel 22
Table4.2 Analysis of Measurement Accuracy 23
Table4.3 Analysis of Reliability and Convergent Validity 24
Table 4.4 Analysis of the Difference of Chi-square, AVE and squared correlation 26
Table 4.5 Confidence Interval 27
Table4.6 Analysis of Goodness-of-Fit 29
Table 4.7 Hypothesis Test Analysis 30
Table 4.8 Invariance tests across customer and service personnel 34
Table5.1 Analysis of hypothesis test 36
List of Figures
Figure1.1Research Process 4
Figure 3.1Researches Conceptual Framework: Model 1 15
Figure 4.1 Structural Equation Modeling Analysis 31
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