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金酒公司客戶滿意度之研究-以金門地區為例 = A Study of Cu...

國立高雄大學國際高階經營管理碩士在職專班(IEMBA)

金酒公司客戶滿意度之研究-以金門地區為例 = A Study of Customer Satisfaction for Kinmen Kaoliang Liquor Company: The Case of Kinmen County : ng

Record Type:	Language materials, printed : monographic
Paralel Title:	A Study of Customer Satisfaction for Kinmen Kaoliang Liquor Company: The Case of Kinmen County
Title Information:	ng
Author:	黃金財,
Secondary Intellectual Responsibility:	國立高雄大學
Place of Publication:	[高雄市]
Published:	撰者;
Year of Publication:	2013[民102]
Description:	83面圖，表格 : 30公分;
Subject:	客戶滿意度
Subject:	Customer satisfaction
Online resource:	http://handle.ncl.edu.tw/11296/ndltd/55743699350354737747
Notes:	參考書目：面60-61
Notes:	102年10月31日公開
Summary:	客戶滿意度在競爭越來越激烈的當代產業環境中愈加受到重視。本研究提出並檢驗一個解釋客戶滿意度的模式，包括事前期望、事後知覺效果、以及服務品質等變因，並以金門地區購買過金酒公司產品的消費者為對象，進行實證研究，透過便利抽樣的方式收集研究樣本，經由分析250份有效問卷，本研究的研究發現指出：（一）事前期望的五個構面，包括「有形性、回應性、可靠性、體貼性和保證性」和客戶滿意度皆呈現顯著影響，顯示客戶的期望程度對後來的滿意度有顯著關係；（二）事後知覺的五個構面，包括「有形性、回應性、可靠性、體貼性和保證性」和客戶滿意度皆呈現顯著影響皆呈現顯著影響，顯示客戶的事後感覺程度對其滿意度有顯著關係；（三）服務品質與客戶滿意度有顯著關係。然而資料顯示，事前期望與事後知覺效果的平均差異值為0.091，顯示受訪者對金酒公司的事前期望有點太高，這一點值得金酒公司進一步的分析。本研究論文同時也提供管理意函及建議。 The customer satisfaction has been increasingly one of the most important issues that modern enterprises have to deal with. The current thesis conducts a empirical case study for the Kinmen Kaoliang Liquor Company (KKLC) in Kimmen County that develops and examines a proposed model to explain the customer satisfaction. The factors including pre-expectation, post-performance, and service quality are defined that affect customer satisfaction. Based on the analysis results of 250 valid samples, the research findings indicate that (1) the pre-expectation including tangibility, responsiveness, reliability, empathy, and assurance is significantly related to the customer satisfaction; (2) post-confirmation including tangibility, responsiveness, reliability, empathy, and assurance is significantly related to the customer satisfaction; (3) Service quality is significantly related to the customer satisfaction. However, the descriptive statistics shows that the difference between pre-expectation and post-performance is 0.091, indicating that participants have higher expectation than the actual performance that KKLC delivers. This salient finding is in particular important to the KKLC to analyze in more depth. Managerial implications and suggestion are also addressed.

金酒公司客戶滿意度之研究-以金門地區為例 = A Study of Customer Satisfaction for Kinmen Kaoliang Liquor Company: The Case of Kinmen County : ng
黃, 金財

金酒公司客戶滿意度之研究-以金門地區為例 = A Study of Customer Satisfaction for Kinmen Kaoliang Liquor Company: The Case of Kinmen County : ng / 黃金財撰 - [高雄市] : 撰者, 2013[民102]. - 83面 ; 圖，表格 ; 30公分.
參考書目：面60-61102年10月31日公開.
客戶滿意度Customer satisfaction

金酒公司客戶滿意度之研究-以金門地區為例 = A Study of Customer Satisfaction for Kinmen Kaoliang Liquor Company: The Case of Kinmen County : ng
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330 $a 客戶滿意度在競爭越來越激烈的當代產業環境中愈加受到重視。本研究提出並檢驗一個解釋客戶滿意度的模式，包括事前期望、事後知覺效果、以及服務品質等變因，並以金門地區購買過金酒公司產品的消費者為對象，進行實證研究，透過便利抽樣的方式收集研究樣本，經由分析250份有效問卷，本研究的研究發現指出：（一）事前期望的五個構面，包括「有形性、回應性、可靠性、體貼性和保證性」和客戶滿意度皆呈現顯著影響，顯示客戶的期望程度對後來的滿意度有顯著關係；（二）事後知覺的五個構面，包括「有形性、回應性、可靠性、體貼性和保證性」和客戶滿意度皆呈現顯著影響皆呈現顯著影響，顯示客戶的事後感覺程度對其滿意度有顯著關係；（三）服務品質與客戶滿意度有顯著關係。然而資料顯示，事前期望與事後知覺效果的平均差異值為0.091，顯示受訪者對金酒公司的事前期望有點太高，這一點值得金酒公司進一步的分析。本研究論文同時也提供管理意函及建議。 The customer satisfaction has been increasingly one of the most important issues that modern enterprises have to deal with. The current thesis conducts a empirical case study for the Kinmen Kaoliang Liquor Company (KKLC) in Kimmen County that develops and examines a proposed model to explain the customer satisfaction. The factors including pre-expectation, post-performance, and service quality are defined that affect customer satisfaction. Based on the analysis results of 250 valid samples, the research findings indicate that (1) the pre-expectation including tangibility, responsiveness, reliability, empathy, and assurance is significantly related to the customer satisfaction; (2) post-confirmation including tangibility, responsiveness, reliability, empathy, and assurance is significantly related to the customer satisfaction; (3) Service quality is significantly related to the customer satisfaction. However, the descriptive statistics shows that the difference between pre-expectation and post-performance is 0.091, indicating that participants have higher expectation than the actual performance that KKLC delivers. This salient finding is in particular important to the KKLC to analyze in more depth. Managerial implications and suggestion are also addressed.
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