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服務品質對顧客滿意度與忠誠度之研究：以屏東U銀行為例 = Impact ...

國立高雄大學亞太工商管理學系碩士班

服務品質對顧客滿意度與忠誠度之研究：以屏東U銀行為例 = Impact of Service Quality on Customer Satisfaction and Loyalty：The Case of U Bank in Pingtung

Record Type:	Language materials, printed : monographic
Paralel Title:	Impact of Service Quality on Customer Satisfaction and Loyalty：The Case of U Bank in Pingtung
Author:	陳孟瑩,
Secondary Intellectual Responsibility:	國立高雄大學
Place of Publication:	[高雄市]
Published:	撰者;
Year of Publication:	2014[民103]
Description:	89面圖，表 : 30公分;
Subject:	服務品質
Subject:	Service Quality
Online resource:	http://handle.ncl.edu.tw/11296/ndltd/82211192168332505619
Notes:	參考書目：面71-76
Notes:	103年12月16日公開
Summary:	現今銀行業漸漸都以服務為導向，銀行業主要在提供良好的服務給客戶，因為現在是顧客至上的時代。因此本研究的主要目的就是以服務品質、顧客滿意度及顧客忠誠度之間的關係為何，其中在服務品質的構面中分為五類：有形的、可靠性、反應性、保證性及關懷性。本研究是以個案分析及問卷調查作為本文研究方法，問卷回收後，本研究採用多變量分析法中的路徑分析的方式，並且以SAS9.0分析軟體做為分析工具來進行因果模型的驗證及探討其中直接、間接的互動關係。經實證分析後，分析結果如下：一、服務品質對顧客滿意度呈現正影響，而服務品質中顧客對「反應性」和「關懷性」較為重視。二、在服務品質的五個構面當中，以「關懷性」對顧客忠誠度有較顯著的影響。三、顧客滿意度對顧客忠誠度呈現正向影響。四、銀行業「服務品質」會經由「顧客滿意度」的間接作用而影響其顧客忠誠度。總結，在服務品質的五構面中，「關懷性」是顧客較為重視的，就服務品質方面，銀行可以對行員加強訓練其對顧客的關懷性，借而提高其顧客忠誠度及顧客滿意度。 The banking industry is gradually becoming service-oriented by providing good service to customers due to the customer first. Therefore, the purpose of this study is to explore the relationship among service quality, customer satisfaction and customer loyalty. In this connection, service quality is divided into five dimensions: tangible, reliability, responsiveness, assurance, and empathy. .The methods used in this study are undertaking the survey and the case analysis. The survey questionnaires are collected from the U Bank’s customers and frequency distribution, regression analysis, and analysis of variance are implemented by using the SAS9.0 software. The major findings are summarized as follows:1.Service quality has positive effect on customer satisfaction. Of the service quality, responsiveness and empathy are the most important ones.2.Within the five dimensions of quality service, empathy has more significant effect on customer loyalty.3.Customer satisfaction appears to have positive effect on customer loyalty4.In the U Bank, service quality has indirect impact on customer loyalty through customer satisfaction.In conclusion, of the five dimensions of service quality, customers pay more attention to empathy. With respect to the banking industry, a training on bank employees should emphasize on empathy in order to enhance customer satisfaction and loyalty.

服務品質對顧客滿意度與忠誠度之研究：以屏東U銀行為例 = Impact of Service Quality on Customer Satisfaction and Loyalty：The Case of U Bank in Pingtung
陳, 孟瑩

服務品質對顧客滿意度與忠誠度之研究：以屏東U銀行為例 = Impact of Service Quality on Customer Satisfaction and Loyalty：The Case of U Bank in Pingtung / 陳孟瑩撰 - [高雄市] : 撰者, 2014[民103]. - 89面 ; 圖，表 ; 30公分.
參考書目：面71-76103年12月16日公開.
服務品質Service Quality

服務品質對顧客滿意度與忠誠度之研究：以屏東U銀行為例 = Impact of Service Quality on Customer Satisfaction and Loyalty：The Case of U Bank in Pingtung
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328 $a 碩士論文--國立高雄大學亞太工商管理學系碩士班
330 $a 現今銀行業漸漸都以服務為導向，銀行業主要在提供良好的服務給客戶，因為現在是顧客至上的時代。因此本研究的主要目的就是以服務品質、顧客滿意度及顧客忠誠度之間的關係為何，其中在服務品質的構面中分為五類：有形的、可靠性、反應性、保證性及關懷性。本研究是以個案分析及問卷調查作為本文研究方法，問卷回收後，本研究採用多變量分析法中的路徑分析的方式，並且以SAS9.0分析軟體做為分析工具來進行因果模型的驗證及探討其中直接、間接的互動關係。經實證分析後，分析結果如下：一、服務品質對顧客滿意度呈現正影響，而服務品質中顧客對「反應性」和「關懷性」較為重視。二、在服務品質的五個構面當中，以「關懷性」對顧客忠誠度有較顯著的影響。三、顧客滿意度對顧客忠誠度呈現正向影響。四、銀行業「服務品質」會經由「顧客滿意度」的間接作用而影響其顧客忠誠度。總結，在服務品質的五構面中，「關懷性」是顧客較為重視的，就服務品質方面，銀行可以對行員加強訓練其對顧客的關懷性，借而提高其顧客忠誠度及顧客滿意度。 The banking industry is gradually becoming service-oriented by providing good service to customers due to the customer first. Therefore, the purpose of this study is to explore the relationship among service quality, customer satisfaction and customer loyalty. In this connection, service quality is divided into five dimensions: tangible, reliability, responsiveness, assurance, and empathy. .The methods used in this study are undertaking the survey and the case analysis. The survey questionnaires are collected from the U Bank’s customers and frequency distribution, regression analysis, and analysis of variance are implemented by using the SAS9.0 software. The major findings are summarized as follows:1.Service quality has positive effect on customer satisfaction. Of the service quality, responsiveness and empathy are the most important ones.2.Within the five dimensions of quality service, empathy has more significant effect on customer loyalty.3.Customer satisfaction appears to have positive effect on customer loyalty4.In the U Bank, service quality has indirect impact on customer loyalty through customer satisfaction.In conclusion, of the five dimensions of service quality, customers pay more attention to empathy. With respect to the banking industry, a training on bank employees should emphasize on empathy in order to enhance customer satisfaction and loyalty.
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