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國立國父紀念館服務品質與顧客滿意度和忠誠度關聯性之研究 detail

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國立國父紀念館服務品質與顧客滿意度和忠誠度關聯性之研究

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館藏登錄號

046265

索書號

D 069.7 6034 96

題名

國立國父紀念館服務品質與顧客滿意度和忠誠度關聯性之研究

題名(英)

The Relationships Between Service Quality and Customer Satisfaction and Customer Loyalty for National Dr. Sun Yat-Sen Memorial Hall

作者
呂淑芳
學校

國立交通大學

系所

管理學院碩士在職專班經營管理組

學位類別

碩士(Master)

出版年(西元)

2007

畢業年度(民國)

95

頁次

79

語言

中文

主題分類
博物館
關鍵詞
服務品質顧客滿意度顧客忠誠度
關鍵詞(英)
service qualitycustomer satisfactioncustomer loyalty
目次

中英文摘要
誌謝
目錄/表目錄/圖目錄
第一章 緒論-----1
 1.1 研究背景與動機-----1
  1.1.1 研究背景-----1
  1.1.2 研究動機-----2
 1.2 研究目的-----3
 1.3 研究流程-----3
 1.4 研究設計-----4
 1.5 研究限制-----5
第二章 文獻探討-----6
 2.1 服務的定義與特性-----6
  2.1.1 服務的定義-----6
  2.1.2 服務的特性-----7
 2.2 服務品質的定義-----8
  2.2.1 服務業的定義-----8
  2.2.2 服務品質構念之探討-----8
  2.2.3 小結-----9
 2.3 顧客滿意度-----10
 2.4 顧客忠誠度-----11
第三章 研究方法-----13
 3.1 研究變數與研究架構-----13
 3.2 構念之衡量方式-----13
 3.3 研究假設-----17
 3.3 服務品質、滿意度以及忠誠度的關係-----17
 3.4 調查問卷設計-----19
 3.5 樣本蒐集與資料處理-----20
  3.5.1 樣本蒐集-----20
  3.5.2 資料處理-----20
 3.6 資料分析方法-----21
  3.6.1 敘述統計-----21
  3.6.2 探索性因素分析-----21
  3.6.3 驗證性因素分析-----21
  3.6.4 迴歸分析-----22
第四章 實證結果分析與評論-----24
 4.1 樣本基本資料分析-----24
 4.2 探索性因素分析-----25
 4.3 驗證性因素分析-----29
 4.4 信度分析-----32
 4.5 研究假設檢定結果分析-----35
  4.5.1 服務品質對顧客滿意度檢定-----35
  4.5.2 服務品質及顧客滿意度對顧客忠誠度檢定-----36
  4.5.3 理論結構模式之路徑效果與假設檢驗-----37
第五章 結論與建議-----40
 5.1 實證結果與發現-----40
 5.2 管理意涵-----42
 5.3 後續研究建議-----45
附錄一 調查問卷-----53
附錄二 探索性因素分析程式-----55
附錄三 驗證性因素分析程式-----58

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