請用此 Handle URI 來引用此文件：
http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/20811完整後設資料紀錄
| DC 欄位 | 值 | 語言 |
|---|---|---|
| dc.contributor.advisor | 黃恆獎 | |
| dc.contributor.author | Yu-Chun Weng | en |
| dc.contributor.author | 翁郁珺 | zh_TW |
| dc.date.accessioned | 2021-06-08T03:04:45Z | - |
| dc.date.copyright | 2017-07-13 | |
| dc.date.issued | 2017 | |
| dc.date.submitted | 2017-07-07 | |
| dc.identifier.citation | Achrol, R. S., & Kotler, P. (1999). Marketing in the network economy. the Journal of Marketing, 146-163.
Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. the Journal of Marketing, 53-66. Anderson, E. W., & Sullivan, M. W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing science, 12(2), 125-143. Anderson, R. E., & Srinivasan, S. S. (2003). E‐satisfaction and e‐loyalty: A contingency framework. Psychology & marketing, 20(2), 123-138. Andreasen, A. R., Kotler, P., & Parker, D. (2003). Strategic marketing for nonprofit organizations: Prentice Hall Upper Saddle River, NJ. Balasubramanian, S., Raghunathan, R., & Mahajan, V. (2005). Consumers in a multichannel environment: Product utility, process utility, and channel choice. Journal of Interactive Marketing, 19(2), 12-30. Banâtre, M., Issarny, V., Leleu, F., & Charpiot, B. (1997). Providing quality of service over the web: A newspaper-based approach. Computer Networks and ISDN Systems, 29(8), 1457-1465. Berry, L. L. (1991). a. Parasuraman (1991). Marketing services: Competing through quality. Bitner, M. J. (1990). Evaluating service encounters: the effects of physical surroundings and employee responses. the Journal of Marketing, 69-82. Bolton, R. N. (1998). A dynamic model of the duration of the customer's relationship with a continuous service provider: The role of satisfaction. Marketing science, 17(1), 45-65. Bolton, R. N., & Drew, J. H. (1991). A multistage model of customers' assessments of service quality and value. Journal of consumer research, 17(4), 375-384. Bowen, J. T., & Chen, S.-L. (2001). The relationship between customer loyalty and customer satisfaction. International journal of contemporary hospitality management, 13(5), 213-217. Bowen, J. T., & Shoemaker, S. (1998). Loyalty: A strategic commitment. Cornell Hotel and Restaurant Administration Quarterly, 39(1), 12-25. Brown, G. H. (1953). Brand Loyalty-fact of fiction. Trademark Rep., 43, 251. Butcher, K., Sparks, B., & O'Callaghan, F. (2001). Evaluative and relational influences on service loyalty. International Journal of Service Industry Management, 12(4), 310-327. Cardozo, R. N. (1965). An experimental study of customer effort, expectation, and satisfaction. Journal of marketing research, 244-249. Carlsmith, J. M., & Aronson, E. (1963). Some hedonic consequences of the confirmation and disconfirmation of expectances. The Journal of Abnormal and Social Psychology, 66(2), 151. Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer satisfaction. European Journal of marketing, 36(7/8), 811-828. Chen, C.-W., & Cheng, C.-Y. (2013). How online and offline behavior processes affect each other: customer behavior in a cyber-enhanced bookstore. Quality & Quantity, 47(5), 2539-2555. Chiang, K.-P., & Dholakia, R. R. (2003). Factors driving consumer intention to shop online: an empirical investigation. Journal of Consumer psychology, 13(1), 177-183. Chong, H. T. (2014). Factors affecting online shopping of purchasing apparels among young adults. UTAR. Churchill Jr, G. A., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of marketing research, 491-504. Cowley, D. S., Roy‐Byme, P. P., Radant, A., Hommer, D. W., Greenblatt, D. J., Vitaliano, P. P., & Godon, C. (1994). Eye movement effects of diazepam in sons of alcoholic fathers and male control subjects. Alcoholism: Clinical and Experimental Research, 18(2), 324-332. Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of retailing, 76(2), 193-218. Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. the Journal of Marketing, 55-68. Crosby, L. A., & Stephens, N. (1987). Effects of relationship marketing on satisfaction, retention, and prices in the life insurance industry. Journal of marketing research, 404-411. Cyr, D., Hassanein, K., Head, M., & Ivanov, A. (2007). The role of social presence in establishing loyalty in e-service environments. Interacting with computers, 19(1), 43-56. Czepiel, J. A., Rosenberg, L. J., & Akerele, A. (1974). Perspectives on consumer satisfaction: New York University, Graduate School of Business Administration. Dabholkar, P. A. (1996). Consumer evaluations of new technology-based self-service options: an investigation of alternative models of service quality. International Journal of research in Marketing, 13(1), 29-51. Day, R. L. (1976). Collecting comprehensive consumer compliant data by survey research. NA-Advances in Consumer Research Volume 03. Dick, A. S., & Basu, K. (1994). Customer loyalty: toward an integrated conceptual framework. Journal of the academy of marketing science, 22(2), 99-113. Eighmey, J. (1997). Profiling user responses to commercial web sites. Journal of advertising research, 37(3), 59-67. Fassnacht, M., & Köse, I. (2007). Consequences of Web‐based service quality: Uncovering a multi‐faceted chain of effects. Journal of Interactive Marketing, 21(3), 35-54. Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. the Journal of Marketing, 6-21. Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of marketing research, 39-50. Friedman, L. G., & Furey, T. R. (1999). The channel advantage: Going to market with multiple sales channels to reach more customers, sell more products, make more profit: Routledge. George, D., & Mallery, M. (2003). Using SPSS for Windows step by step: a simple guide and reference. Goersch, D. (2002). Multi-channel integration and its implications for retail web sites. ECIS 2002 Proceedings, 11. Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of marketing, 18(4), 36-44. Gremler, D. D. (1995). The effect of satisfaction, switching costs, and interpersonal bonds on service loyalty. Arizona State University Tempe, AZ. Griffin, J., & Herres, R. T. (2002). Customer loyalty: How to earn it, how to keep it: Jossey-Bass San Francisco, CA. Gronholdt, L., Martensen, A., & Kristensen, K. (2000). The relationship between customer satisfaction and loyalty: cross-industry differences. Total quality management, 11(4-6), 509-514. Hempel, D. J. (1977). Consumer satisfaction with the home buying process: Conceptualization and measurement. Marketing Science Institute, 6, 7-21. Hovland, C. I., Harvey, O., & Sherif, M. (1957). Assimilation and contrast effects in reactions to communication and attitude change. The Journal of Abnormal and Social Psychology, 55(2), 244. Howard, J. A. S., & Jagdish, N. (1969). The theory of buyer behavior. Retrieved from Hurley, R. F., & Estelami, H. (1998). Alternative indexes for monitoring customer perceptions of service quality: A comparative evaluation in a retail context. Journal of the academy of marketing science, 26(3), 209-221. Jöreskog, K. G., & Sörbom, D. (1989). LISREL 7: A guide to the program and applications: Spss. Jacoby, J., & Chestnut, R. W. (1978). Brand loyalty: Measurement and management: John Wiley & Sons Incorporated. Jacoby, J., & Kyner, D. B. (1973). Brand loyalty vs. repeat purchasing behavior. Journal of marketing research, 1-9. Jeong, M., Oh, H., & Gregoire, M. (2003). Conceptualizing web site quality and its consequences in the lodging industry. International Journal of Hospitality Management, 22(2), 161-175. Johnson, M. D., Herrmann, A., & Gustafsson, A. (2002). Comparing customer satisfaction across industries and countries. Journal of Economic Psychology, 23(6), 749-769. Jones, T. (1995). WE Sasser-Why satisfied customers defect, 1995. Harvard business review, 73. Juran, J. M. (1986). A universal approach to managing for quality. Quality progress, 19(8), 19-24. Kim, J., & Park, J. (2005). A consumer shopping channel extension model: attitude shift toward the online store. Journal of Fashion Marketing and Management: An International Journal, 9(1), 106-121. Kim, S., & Stoel, L. (2004). Apparel retailers: website quality dimensions and satisfaction. Journal of Retailing and Consumer Services, 11(2), 109-117. Kotler, P. (1997). Marketing management: Analysis, planning, implementation and control. Englewood Clliffs. Kotler, P., & Armstrong, G. (2003). Princípios de marketing: Pearson. LaTour, S. A., & Peat, N. C. (1979). Conceptual and methodological issues in consumer satisfaction research. NA-Advances in Consumer Research Volume 06. Lee, J., Lee, J., & Feick, L. (2001). The impact of switching costs on the customer satisfaction-loyalty link: mobile phone service in France. Journal of services marketing, 15(1), 35-48. Lee, M. (1999). A comprehensive model of internet consumer satisfaction. Unpublished working Paper, city university of Hong Kong. Lennon, S., Quindry, J., French, J., Kim, S., Mehta, J., & Powers, S. (2004). Exercise and myocardial tolerance to ischaemia‐reperfusion. Acta physiologica Scandinavica, 182(2), 161-169. Levin, A. M., Levin, I. R., & Heath, C. E. (2003). Product Category Dependent Consumer Preferences for Online and Offline Shopping Features and Their Influence on Multi-Channel Retail Alliances. J. Electron. Commerce Res., 4(3), 85-93. Levitt, T. (1972). Production-line approach to service. Harvard business review, 50(5), 41-52. Loiacono, E. T., Watson, R. T., & Goodhue, D. L. (2002). WebQual: A measure of website quality. Marketing theory and applications, 13(3), 432-438. McGoldrick, P., Vasquez, D., Lim, T., & Keeling, K. (1999). Cyberspace marketing: how do surfers determine website quality. Paper presented at the Tenth International Conference on Research in the Distributive Trades. Millan, A., & Esteban, A. (2004). Development of a multiple-item scale for measuring customer satisfaction in travel agencies services. Tourism management, 25(5), 533-546. Montoya-Weiss, M. M., Voss, G. B., & Grewal, D. (2003). Determinants of online channel use and overall satisfaction with a relational, multichannel service provider. Journal of the academy of marketing science, 31(4), 448-458. Neal, W. D. (1999). Satisfaction is nice, but value drives loyalty. Marketing research, 11(1), 20. Newman, J. W., & Werbel, R. A. (1973). Multivariate analysis of brand loyalty for major household appliances. Journal of marketing research, 404-409. Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of marketing research, 460-469. Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retail settings. Journal of retailing. Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the customer. New York. Oliver, R. L. (1999). Whence consumer loyalty? the Journal of Marketing, 33-44. Oliver, R. L., & DeSarbo, W. S. (1988). Response determinants in satisfaction judgments. Journal of consumer research, 14(4), 495-507. Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of retailing, 67(4), 420. Parasuraman, A., & Grewal, D. (2000). The impact of technology on the quality-value-loyalty chain: a research agenda. Journal of the academy of marketing science, 28(1), 168-174. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. the Journal of Marketing, 41-50. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Zeithaml (1988)-SERVQUAL: A multiple-item scale for measuring customer perceptions of service quality. Journal offitailing, 64 (1), 12-40. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria. Journal of retailing, 70(3), 201-230. Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL a multiple-item scale for assessing electronic service quality. Journal of service research, 7(3), 213-233. Peterson, R. A., Balasubramanian, S., & Bronnenberg, B. J. (1997). Exploring the implications of the Internet for consumer marketing. Journal of the academy of marketing science, 25(4), 329-346. Prasarnphanich, P., & Gillenson, M. L. (2003). The hybrid clicks and bricks business model. Communications of the ACM, 46(12), 178-185. Pritchard, M. P., & Howard, D. R. (1997). The loyal traveler: Examining a typology of service patronage. Journal of Travel Research, 35(4), 2-10. Rangaswamy, A., & Van Bruggen, G. H. (2005). Opportunities and challenges in multichannel marketing: An introduction to the special issue. Journal of Interactive Marketing, 19(2), 5-11. Reichheld, F. F., & Sasser, W. E. (1990). Zero Defeofions: Quoliiy Comes To Services. Reichheld, F. F., & Schefter, P. (2000). E-loyalty: your secret weapon on the web. Harvard business review, 78(4), 105-113. Reynolds, F. D., Darden, W. R., & Martin, W. S. (1974). Developing an image of store-loyal customer-life-style analysis to probe a neglected market. Journal of retailing, 50(4), 73-84. Rosander, A. (1980). Service industry QC-is the challenge being met. Quality progress, 13(9), 34-35. Rosenberg, L. J., & Czepiel, J. A. (1984). A marketing approach for customer retention. Journal of consumer marketing, 1(2), 45-51. Saeed, K. A., Grover, V., & Hwang, Y. (2003). Creating synergy with a clicks and mortar approach. Communications of the ACM, 46(12), 206-212. Sasser, W. E., Olsen, R. P., & Wyckoff, D. D. (1978). Management of service operations: Text, cases, and readings: Allyn & Bacon. Schiffman, R. M., Christianson, M. D., Jacobsen, G., Hirsch, J. D., & Reis, B. L. (2000). Reliability and validity of the ocular surface disease index. Archives of ophthalmology, 118(5), 615-621. Schoenbachler, D. D., & Gordon, G. L. (2002). Multi-channel shopping: understanding what drives channel choice. Journal of consumer marketing, 19(1), 42-53. Selnes, F. (2013). An examination of the effect of product performance on brand reputation, satisfaction and loyalty. Journal of Product & Brand Management. Shim, S., Eastlick, M. A., Lotz, S. L., & Warrington, P. (2001). An online prepurchase intentions model: The role of intention to search: Best Overall Paper Award—The Sixth Triennial AMS/ACRA Retailing Conference, 2000☆ 11☆ Decision made by a panel of Journal of Retailing editorial board members. Journal of retailing, 77(3), 397-416. Singh, J., & Sirdeshmukh, D. (2000). Agency and trust mechanisms in consumer satisfaction and loyalty judgments. Journal of the academy of marketing science, 28(1), 150-167. Sirgy, M. J., & Samli, A. C. (1985). A path analytic model of store loyalty involving self-concept, store image, geographic loyalty, and socioeconomic status. Journal of the academy of marketing science, 13(3), 265-291. Smith, E. R. (2001). Seven steps to building e-loyalty. Medical marketing and Media, 36(3), 94-103. Srinivasan, S. S., Anderson, R., & Ponnavolu, K. (2002). Customer loyalty in e-commerce: an exploration of its antecedents and consequences. Journal of retailing, 78(1), 41-50. Steinfield, C., & Harry Bouwman, T. A. (2002). The dynamics of click-and-mortar electronic commerce: Opportunities and management strategies. International Journal of Electronic Commerce, 7(1), 93-119. Steinfield, C., & Whitten, P. (1999). Community level socio‐economic impacts of electronic commerce. Journal of Computer‐Mediated Communication, 5(2), 0-0. Stum, D. L., & Thiry, A. (1991). Building customer loyalty. Training and development Journal, 45(4), 34-36. Szymanski, D. M., & Hise, R. T. (2000). E-satisfaction: an initial examination. Journal of retailing, 76(3), 309-322. Tellis, G. J. (1988). Advertising exposure, loyalty, and brand purchase: A two-stage model of choice. Journal of marketing research, 134-144. Voss, G. B., Parasuraman, A., & Grewal, D. (1998). The roles of price, performance, and expectations in determining satisfaction in service exchanges. the Journal of Marketing, 46-61. Wallace, D. W., Giese, J. L., & Johnson, J. L. (2004). Customer retailer loyalty in the context of multiple channel strategies. Journal of retailing, 80(4), 249-263. Weiner, B. (1985). An attributional theory of achievement motivation and emotion. Psychological review, 92(4), 548. Woodruff, R. B., Cadotte, E. R., & Jenkins, R. L. (1983). Modeling consumer satisfaction processes using experience-based norms. Journal of marketing research, 296-304. Woodside, A. G., Frey, L. L., & Daly, R. T. (1989). Linking Sort/ice anlity, Customer Satisfaction, and Behavioral Intention. Journal of health care marketing, 9(4), 5-17. Wyckoff, D. D. (1984). New tools for achieving service quality. Cornell Hotel and Restaurant Administration Quarterly, 25(3), 78-91. Yang, Z., & Peterson, R. T. (2004). Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychology & marketing, 21(10), 799-822. Yoo, B., & Donthu, N. (2001). Developing and validating a multidimensional consumer-based brand equity scale. Journal of business research, 52(1), 1-14. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. the Journal of Marketing, 31-46. Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2000). E-service quality: Definition, dimensions and conceptual model. Marketing Science Institute, Cambridge, MA, working paper. Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: a critical review of extant knowledge. Journal of the academy of marketing science, 30(4), 362-375. 汪美香, & 葉桂珍. (2000). 消費者屬性, 網站滿意度與網路購物意願關係之研究. 企業管理學報(48), 121-137. 周燕麗. (2006). 不同網路購物生活型態者對購物網站之體驗偏好研究: 國立交通大學傳播研究所碩士論文. 張淑青. (2006). 顧客忠誠驅動因子之研究一顧客知覺價值的關鍵角色及顧客滿意與信任的. 陶蓓麗, & 程瑞南. (2006). 網路購物顧客價值對顧客關係品質的影響之實証研究. 中山管理評論, 14(2), 517-549. 曾淑峰, & 張紹勳. (2002). 電子商店之關係品質模式. 資訊管理展望, 4(2), 15-41. 黃慧玲, 陳岳陽, & 許英傑. (2007). 預購通路中消費者產品知覺品質, 滿意度及忠誠度間之關係-不同零售通路型態的干擾效果. 電子商務學報, 9(3), 461-485. 楊錦洲. (2002). 服務業品質管理, 中華民國品質學會. 溫石松. (2002). 顧客價值與網路忠誠度之關係. 碩士論文, 國立中興大學企業管理學系, 台中. 葉華容. (2001). 顧客關係, 服務品質, 與顧客忠誠度之研究—以網路購物為例. 未出版碩士論文, 東吳大學, 臺北市. 劉仲矩, & 陳昱如. (2006). 影響網路購物忠誠因素性別差異之比較研究. Electronic Commerce Studies, 4(4), 429-449. 魏銘宏. (2003). 量販店服務品質, 顧客滿意與顧客忠誠之相關性研究─ 以台南都會地區量販店為例. 成功大學企業管理學系學位論文, 1-92. | |
| dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/20811 | - |
| dc.description.abstract | 網際網路的普及造就了電子商務的蓬勃發展，網路購物的興起改變消費者的消費習慣。網路商店不受時間與空間之限制，可以提供顧客多樣化服務，許多服飾品牌除了經營實體店面外，亦會建立專屬購物網站，將多重通路之綜效發揮到極致。
本研究透過線上問調查法，以LISREL進行統計分析與假設驗證，探討在服飾業中，線上與線下通路之服務品質是否會影響滿意度及忠誠度，而滿意度是否會影響忠誠度，以及線上及線下滿意度是否存在顯著之交互影響。希望提供同時經營網路以及實體店面的服飾業者具體的行銷策略建議，供未來營運做為參考。 本研究實證結果如下： 一、 服飾品牌之線上服務品質對線上顧客滿意度具有顯著正向影響。 二、 服飾品牌之線下服務品質對與線下顧客滿意度具有顯著正向影響。 三、 服飾品牌之線上服務品質對顧客忠誠度不具有顯著正向影響。 四、 服飾品牌之線下服務品質對顧客忠誠度不具有顯著正向影響。 五、 服飾品牌之線上顧客滿意度對顧客忠誠度具有顯著正向影響。 六、 服飾品牌之線下顧客滿意度對顧客忠誠度具有顯著正向影響。 七、 服飾品牌之線上顧客滿意度對線下顧客滿意度不具有顯著正向影響。 八、 服飾品牌之線下顧客滿意度對線上顧客滿意度具有顯著正向影響。 | zh_TW |
| dc.description.abstract | The popularity of the Internet has created a booming e-commerce, and the rise of online shopping change consumers’ habits.The owner of online stores are not subject to the constraints of time and space, they can provide diversified services to consumers. Many owners of apparel brands operate not only entities store but also shopping sites to maximize the efficiency.
Based on the LISREL statistical analysis and hypothesis verification, we explore whether service quality of online and offline channel will affect satisfaction and loyalty in the apparel industry, and whether satisfaction will affect loyalty, and whether there is a significant interaction between online and offline satisfaction. In order to provide specific marketing strategy recommendations to the owners who operate online and offline apparel stores simultaneously. The empirical results of this study are as follows: 1.For apparel brands, online service quality has a significant positive impact on the online customer satisfaction. 2.For apparel brands, offline service quality has a significant positive impact on the offline customer satisfaction. 3.For apparel brands, online service quality does not have a significant positive impact on customer loyalty. 4.For apparel brands, offline service quality does not have a significant positive impact on customer loyalty. 5.For apparel brands, online customer satisfaction has a significant positive impact on customer loyalty. 6.For apparel brands, offline customer satisfaction has a significant positive impact on customer loyalty. 7.For apparel brands, online customer satisfaction does not have a significant positive impact on offline customer satisfaction. 8.For apparel brands, offline customer satisfaction has a significant positive impact on online customer satisfaction. | en |
| dc.description.provenance | Made available in DSpace on 2021-06-08T03:04:45Z (GMT). No. of bitstreams: 1 ntu-106-R03724053-1.pdf: 1893238 bytes, checksum: 8bc2569071a9628b05832ce8befb59dd (MD5) Previous issue date: 2017 | en |
| dc.description.tableofcontents | 目錄
中文摘要 i 英文摘要 ii 目錄 iv 表目錄 vi 圖目錄 vii 第一章 緒論 1 第一節 研究背景 1 第二節 研究動機 4 第三節 研究目的、論文架構與研究流程 6 第二章 文獻探討 8 第一節 服務品質 8 第二節 顧客滿意度 15 第三節 顧客忠誠度 21 第四節 多重通路 28 第三章 研究方法 35 第一節 研究架構 35 第二節 研究假設 37 第三節 變數定義與衡量 43 第四節 研究設計與研究方法 51 第四章 研究結果 61 第一節 樣本資料分析 61 第二節 測量模式分析 66 第三節 結構關係路徑與假設分析 71 第五章 結論與建議 76 第一節 研究結論 76 第二節 實務意涵與建議 79 第三節 研究限制 80 第四節 未來研究發展與建議 82 參考文獻 84 附錄 問卷題項 92 | |
| dc.language.iso | zh-TW | |
| dc.subject | 顧客忠誠度 | zh_TW |
| dc.subject | 服務品質 | zh_TW |
| dc.subject | 顧客滿意度 | zh_TW |
| dc.subject | 網路購物 | zh_TW |
| dc.subject | 實體購物 | zh_TW |
| dc.subject | 多重通路 | zh_TW |
| dc.subject | LISREL | zh_TW |
| dc.subject | offline shopping | en |
| dc.subject | LISREL | en |
| dc.subject | multi-channle | en |
| dc.subject | service quality | en |
| dc.subject | customer satisfaction | en |
| dc.subject | customer loyalty | en |
| dc.subject | online shopping | en |
| dc.title | 網路與實體購物的服務品質對顧客滿意與忠誠的影響：以服飾業為例。 | zh_TW |
| dc.title | The Impacts of Online and Offline Shopping Service Quality on Customer Satisfaction and Loyalty: The Case of Apparel Industry | en |
| dc.type | Thesis | |
| dc.date.schoolyear | 105-2 | |
| dc.description.degree | 碩士 | |
| dc.contributor.oralexamcommittee | 王仕茹,張嘉雯 | |
| dc.subject.keyword | 服務品質,顧客滿意度,顧客忠誠度,網路購物,實體購物,多重通路,LISREL, | zh_TW |
| dc.subject.keyword | service quality,customer satisfaction,customer loyalty,online shopping,offline shopping,multi-channle,LISREL, | en |
| dc.relation.page | 100 | |
| dc.identifier.doi | 10.6342/NTU201700942 | |
| dc.rights.note | 未授權 | |
| dc.date.accepted | 2017-07-07 | |
| 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 | |
文件中的檔案：
| 檔案 | 大小 | 格式 | |
|---|---|---|---|
| ntu-106-1.pdf 未授權公開取用 | 1.85 MB | Adobe PDF |
系統中的文件，除了特別指名其著作權條款之外，均受到著作權保護，並且保留所有的權利。