服務品質、顧客滿意度與顧客忠誠度關係之研究－以台灣中部某高職學生餐廳為例

NHUIR > College of Management > Department of Business Administration, Master/Ph.D Program in Management Sciences > Disserations and Theses(Master and Doctoral Program in Management Sciences) > Item 987654321/24424

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Title:	服務品質、顧客滿意度與顧客忠誠度關係之研究－以台灣中部某高職學生餐廳為例
Other Titles:	A Study of Relationships among Service Quality, Customer Satisfaction, and Customer Loyalty: The Case of One Central Taiwan Vocational High School Restaurant
Authors:	林建丞 Lin, Chien-Cheng
Contributors:	企業管理學系管理科學碩博士班涂瑞德 Ruey-Der Twu
Keywords:	服務品質;顧客滿意度;顧客忠誠度 Service Quality;Customer Satisfaction;Customer Loyalty
Date:	2016
Issue Date:	2016-10-25 16:08:50 (UTC+8)
Abstract:	本研究探討服務品質、顧客滿意度、顧客忠誠度之關係，透過問卷調查法，採隨機發放問卷，共發放200份問卷，扣除無效問卷0份，有效問卷200份，有效問卷回收率100%。研究結果顯示：（1）服務品質對於顧客滿意度有顯著正向影響；（2）服務品質對於顧客忠誠度有顯著正向影響; （3）顧客滿意度對於顧客忠誠度有顯著正向影響和（4）服務品質與顧客滿意度對於顧客忠誠度有顯著正向影響。　　This research examines relationship among service quality, customer satisfaction, and customer loyalty. By using survey, 200 questionnaire were distributed and 200 effective questionnaire were collected, the effective questionnaire returns-ratio is 100%. Preliminary findings showed that showed that：（1） service quality is significantly positive related to customer satisfaction, （2） service quality is significantly positive related to customer loyalty, （3） customer satisfaction is significantly positive related to customer loyalty, （4） service quality and customer satisfaction are positively related to customer loyalty.
Appears in Collections:	[Department of Business Administration, Master/Ph.D Program in Management Sciences] Disserations and Theses(Master and Doctoral Program in Management Sciences)

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