南華大學機構典藏系統:Item 987654321/20139
English  |  正體中文  |  简体中文  |  全文笔数/总笔数 : 18278/19583 (93%)
造访人次 : 938294      在线人数 : 1380
RC Version 7.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
搜寻范围 查询小技巧：
  • 您可在西文检索词汇前后加上"双引号"，以获取较精准的检索结果
  • 若欲以作者姓名搜寻，建议至进阶搜寻限定作者字段，可获得较完整数据
    •  进阶搜寻


    jsp.display-item.identifier=請使用永久網址來引用或連結此文件: http://nhuir.nhu.edu.tw/handle/987654321/20139


    题名: 連鎖書店服務品質模式之研究
    其它题名: RESEARCH ON CHAIN BOOKSTORE SERVICE QUALITY MODEL
    作者: 顏君蓉
    Yan, Jun-rong
    貢獻者: 出版與文化事業管理研究所
    萬榮水;薄喬萍
    Rurng-shueei Wahn;Chiao-pin Bao
    关键词: 服務品質;信賴區間;中央極限定理
    PZB;Central Limit Theorem;Confidence Interval;Service Quality
    日期: 2008
    上传时间: 2015-03-26 15:38:18 (UTC+8)
    摘要: 　　本研究依據PZB服務品質模式為理論基礎，利用服務品質五大差距(GAP)的二十六個構面，設計連鎖書店服務品質的問卷量表，實證對象以誠品書店的消費者為主，研究工具以SPSS統計軟體分析問卷資料，藉由迴歸分析及中央極限定理，推導出連鎖書店服務品質滿意度之預測方程式與信賴區間。研究結果如下所述：　　　　一、連鎖書店服務品質二十六個構面來看，以「有形性、接近便利性、禮貌性」最受消費者肯定，而以「安全性、市場調查、控制力」為消費者一致認為有待加強之事。　　　　二、藉由中央極限定理推導出，連鎖書店服務品質整體滿意度介於 4.857~5.251 之間，由此反應出消費者對於連鎖書店服務的感受是屬於中高評價。　　　　三、針對消費者個人基本變數分析，除了「教育程度、個人月收入」二項變數沒有顯著差異外，其它的「性別、年齡、職業、婚姻、消費地點」等變數，對連鎖書店的服務品質都有顯著差異性存在。　　　　四、依據服務品質模式各差距間的函數關係，以SPSS統計軟體，進行迴歸分析，建立連鎖書店服務品質之預測方程式，如下：Y＝ 0.227X1 ＋ 0.015X2 ＋ 0.351X3 ＋ 0.375X4 　　　　五、由預測方程式得知影響連鎖書店服務品質最重要的差距為GAP4。
    　　This research is a theory foundation according to the PZB service quality model. The questionnaire of the service quality of the chain bookstore quantity forms were designed by making use of 26 components of service quality five greatest gaps the consumers of article bookstore are the main survey response. Data processing was carried out using SPSS analysis questionnaire data, by the regression analytical and central limit theorem, deduce estimate equation and confidence interval of the service quality satisfaction of the chain bookstore. The results show as the followings:　　　　1. Based on the 26 components of service quality. Among all the components, tangible, access convenience, and courtesy were most praised by consumers. Security, market investigation, and control ability are considered to be improved. 　　　　2. As based on central limit theorem. The satisfaction of the chain bookstore service is from 4.857 to 5.251. According to the result showed that there was mid-high evaluation from consumers’ cognition within it.　　　　3. The analysis which is based on the consumer individual variables, demonstrates that apart from the education level and monthly income show no notable difference; others such as gender, age, occupation, marital status and location all indicate they have notable difference the services qualities of chain bookstores.　　　　4. The regression analysis on the predictive formula of chain bookstore service was carried out with SPSS10.0 as follow: Y＝ 0.227X1 ＋ 0.015X2 ＋ 0.351X3 ＋ 0.375X4 　　　　5. From the predict equation we know that the most important influencing disparity of service quality for chain book stores is GAP4.
    显示于类别:[文化創意事業管理學系] 博碩士論文-出版與文化事業管理研究所(停招)

    文件中的档案:

    档案 描述 大小格式浏览次数
    096NHU05663020-001.pdf964KbAdobe PDF18检视/开启
    index.html0KbHTML176检视/开启


    在NHUIR中所有的数据项都受到原著作权保护.

    TAIR相关文章

    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - 回馈