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完整後設資料紀錄
DC 欄位 | 值 | 語言 |
---|---|---|
dc.contributor.advisor | 黃恆獎(Heng-Chiang Huang) | |
dc.contributor.author | Yi-Chun Chen | en |
dc.contributor.author | 陳怡君 | zh_TW |
dc.date.accessioned | 2021-06-13T05:48:40Z | - |
dc.date.available | 2006-07-24 | |
dc.date.copyright | 2006-07-24 | |
dc.date.issued | 2006 | |
dc.date.submitted | 2006-07-07 | |
dc.identifier.citation | 一、 中文部分
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dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/33906 | - |
dc.description.abstract | 本研究整合美國顧客滿意指標模式(ACSI)與歐洲顧客滿意指標模式(ECSI),以百貨專櫃通路的化妝品為研究標的,利用線性結構關係模式(LISREL)分析台灣地區女性消費者的顧客滿意度。本研究旨在發掘化妝品市場中影響顧客滿意度評價之因素,嘗試建構百貨公司專櫃化妝品顧客滿意度之因果相關結構模型,以利管理者正確分配資源,提升顧客滿意度。研究中也導入產品涉入程度為干擾變項,以了解其對顧客滿意模式的影響。分析問卷資料之後,得到以下結論:
1. 知覺產品品質與知覺服務品質是影響顧客滿意度最重要的因 素,其中知覺產品品質的影響程度又大於知覺服務品質。 2. 顧客期望對顧客滿意度的影響不顯著。 3. 公司形象對顧客忠誠有顯著的正向影響。 4. 抱怨行為和顧客滿意度呈顯著負相關,但抱怨行為對顧客忠誠的影響不顯著。 5. 產品涉入程度不會影響顧客滿意度的前因與後果。 | zh_TW |
dc.description.abstract | This thesis integrates the models of both American and European Customer Satisfaction Index (ACSI and ECSI) and then uses the Linear Structural Equation Models (LISREL) to analyze the Taiwanese female customer satisfaction of the cosmetics at counters in department stores. The research is trying to discover the factors affecting the evaluation of customer satisfaction in the counter cosmetics market and build a model of the cause-and-effect structure for it, by which the managers can correctly allocate resources to exalt the customer satisfaction. The product involvement is also considered a moderator variable in the research to study its influence on the model. The data analysis of questionnaires leads to the conclusions below:
1. Perceived product quality and perceived service quality are the most significant factors affecting customer satisfaction. Furthermore, the effect degree of perceived product quality is higher than perceived service quality. 2. Customer expectation does not have the significant effects on customer satisfaction. 3. Corporate image has significantly positive effects on customer loyalty. 4. Complaint behavior has significantly negative effects on customer satisfaction but lacks significant effects on customer loyalty. 5. Product involvement does not influence the causes or effects of customer satisfaction. | en |
dc.description.provenance | Made available in DSpace on 2021-06-13T05:48:40Z (GMT). No. of bitstreams: 1 ntu-95-R89724022-1.pdf: 1221155 bytes, checksum: 5c7ef9e3ea568f23524b675a88a1fe37 (MD5) Previous issue date: 2006 | en |
dc.description.tableofcontents | 謝辭……………………………………………………………………Ⅰ
中文摘要………………………………………………………………Ⅱ 英文摘要………………………………………………………………Ⅲ 目錄……………………………………………………………………Ⅴ 表次……………………………………………………………………Ⅶ 圖次……………………………………………………………………Ⅹ 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 研究範圍與對象……………………………………………4 第四節 研究流程……………………………………………………5 第二章 文獻探討……………………………………………………6 第一節 顧客滿意度研究……………………………………………6 第二節 產品品質與服務品質研究…………………………………22 第三節 顧客忠誠與顧客抱怨研究…………………………………32 第四節 化妝品產業現況……………………………………………41 第三章 研究方法……………………………………………………48 第一節 研究架構……………………………………………………48 第二節 研究假設……………………………………………………50 第三節 研究變數定義與衡量………………………………………54 第四節 研究設計……………………………………………………62 第五節 資料分析方法………………………………………………65 第四章 資料分析……………………………………………………71 第一節 資料分析流程………………………………………………71 第二節 基本資料分析………………………………………………72 第三節 可觀測變數合併……………………………………………75 第四節 衡量模式分析………………………………………………77 第五節 結構關係模式分析…………………………………………80 第五章 結論與建議…………………………………………………97 第一節 研究結論……………………………………………………97 第二節 管理意涵……………………………………………………100 第三節 研究貢獻……………………………………………………104 第四節 研究限制……………………………………………………105 第五節 後續研究建議………………………………………………106 參考文獻 ……………………………………………………………107 附錄A:問卷評量項目平均數與標準差分析………………………119 附錄B:研究問卷……………………………………………………124 | |
dc.language.iso | zh-TW | |
dc.title | 百貨公司專櫃化妝品顧客滿意度之研究 | zh_TW |
dc.title | The Study on Customer Satisfaction of the Cosmetics at Counters in Department Stores | en |
dc.type | Thesis | |
dc.date.schoolyear | 94-2 | |
dc.description.degree | 碩士 | |
dc.contributor.oralexamcommittee | 王仕茹,江季芸 | |
dc.subject.keyword | 專櫃化妝品,顧客滿意度,線性結構關係模式(LISREL), | zh_TW |
dc.subject.keyword | Cosmetics at Counters,Customer Satisfaction,Linear Structural Equation Models(LISREL), | en |
dc.relation.page | 128 | |
dc.rights.note | 有償授權 | |
dc.date.accepted | 2006-07-10 | |
dc.contributor.author-college | 管理學院 | zh_TW |
dc.contributor.author-dept | 國際企業學研究所 | zh_TW |
顯示於系所單位: | 國際企業學系 |
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