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服務品質、知覺價值與過程品質及顧客忠誠度關係之探討-以高雄市公共腳踏車租...

國立高雄大學亞太工商管理學系碩士班

服務品質、知覺價值與過程品質及顧客忠誠度關係之探討-以高雄市公共腳踏車租賃系統為例 = A Study on the Relationships among Service Quality,Customer Perceived Value, Process Quality andCustomer Loyalty-A Case of Kaohsiung Public Bike System

紀錄類型:	書目-語言資料,印刷品 : 單行本
並列題名:	A Study on the Relationships among Service Quality,Customer Perceived Value, Process Quality andCustomer Loyalty-A Case of Kaohsiung Public Bike System
作者:	黃耀正,
其他團體作者:	國立高雄大學
出版地:	[高雄市]
出版者:	撰者;
出版年:	2014[民103]
面頁冊數:	107面圖，表 : 30公分;
標題:	公共自行車
標題:	Service Quality
電子資源:	http://handle.ncl.edu.tw/11296/ndltd/25576510300682209728
附註:	參考書目：面86-92
附註:	103年12月16日公開
摘要註:	本研究係以高雄市公共腳踏車租賃系統為研究對象，利用問卷調查法探討服務品質、知覺價值、過程品質與顧客忠誠度之認同與滿意程度並進行分析，採隨機抽樣方式收集資料，亦探討不同人口統計變項在服務品質、知覺價值、過程品質及顧客忠誠度等構面之差異情形，並探討各變相間之影響關係。研究採敘述性統計分析、人口變項差異分析、獨立樣本t檢定、成對樣本t檢定、研究變數相關分析、以及重要度與滿意度分析（I-S Model分析）等統計方法進行資料分析與假設檢定。在有效回收問卷中，婚姻、年齡、月平均交通費、使用頻率對服務品質、知覺價值、過程品質及顧客忠誠度間並無顯著差異，性別在知覺價值與顧客忠誠度有顯著差異，教育程度在服務品質有顯著差異，職業在過程品質有顯著差異，使用時間在知覺價值與顧客忠誠度有顯著差異。本研究的結論如下：一、『服務品質』及『過程品質』的「期望」與「實際感受」達顯著差異。二、服務品質對知覺價值及顧客忠誠度達顯著的正向關係。三、過程品質對知覺價值與顧客忠誠度達顯著的正向關係。四、過程品質對顧客忠誠度達顯著的正向關係。 The purpose of this study was to investigate the relationships among service quality, customer perceived value, process quality, and customer loyalty regarding the Kaohsiung public bike rental system. Questionnaire responses were collected using random sampling to examine the impact of different demographic variables on service quality, customer perceived value, process quality, and customer loyalty, as well as the relationships among the aforementioned factors. Descriptive statistics, , one-way ANOVA, paired-sample t-test, correlation analysis, and the I-S model were used to analyze data and test hypotheses. Of those returning questionnaires, there was no significant difference in marriages, ages, monthly transportation costs, and the usage frequency among service quality, customer perceived value, process quality, and customer loyalty. However, there was a significant difference between (1) customer perceived value and customer loyalty in genders, (2) levels of education and service quality, (3) occupations and process quality, and (4) customer perceived value and customer loyalty in usage time. The results of the study are as follows:1. There was a significant difference in expectations and real feelings between service quality and process quality.2. There was a significant positive correlation between perceived value and customer loyalty in service quality.3. There was a significant positive correlation between perceived value and customer loyalty in process quality.4. There was a significant positive correlation between process quality and customer loyalty.

服務品質、知覺價值與過程品質及顧客忠誠度關係之探討-以高雄市公共腳踏車租賃系統為例 = A Study on the Relationships among Service Quality,Customer Perceived Value, Process Quality andCustomer Loyalty-A Case of Kaohsiung Public Bike System
黃, 耀正

服務品質、知覺價值與過程品質及顧客忠誠度關係之探討-以高雄市公共腳踏車租賃系統為例 = A Study on the Relationships among Service Quality,Customer Perceived Value, Process Quality andCustomer Loyalty-A Case of Kaohsiung Public Bike System / 黃耀正撰 - [高雄市] : 撰者, 2014[民103]. - 107面 ; 圖，表 ; 30公分.
參考書目：面86-92103年12月16日公開.
公共自行車Service Quality

服務品質、知覺價值與過程品質及顧客忠誠度關係之探討-以高雄市公共腳踏車租賃系統為例 = A Study on the Relationships among Service Quality,Customer Perceived Value, Process Quality andCustomer Loyalty-A Case of Kaohsiung Public Bike System
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