南華大學機構典藏系統:Item 987654321/28319
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    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/987654321/28319


    题名: 以服務品質模式探討產品特性及產品價值對柬埔寨消費者滿意度影響之研究
    其它题名: The Study of Service Quality Effect on Product Characteristic and Products Value Effect to Customer Satisfaction in Cambodia
    作者: 安書孟
    SOMOUN, AN
    貢獻者: 企業管理學系管理科學碩博士班
    紀信光
    CHI, HSIN-KUANG
    关键词: 服務質量;產品價值;產品特徵;口碑;客戶滿意度
    Service Quality;Product Value;Product Characteristic;Word of Mouth;Customer Satisfaction
    日期: 2020
    上传时间: 2022-05-17 14:37:47 (UTC+8)
    摘要: 　　這項本研究是關於不同變量之間的相互關係，並著重於一些影響因素和阻礙客戶滿意度的因素。如果餐廳能夠了解客戶的看法和需求，並避免他們造成顧客的不喜歡的顧客，那麼它就可以獲得競爭優勢。此外，由於柬埔寨顧客滿意度的障礙最近有所增加，因此了解顧客滿意度的障礙也可能導致飯店中的顧客數量增加。這項研究的目的是通過測量藉由服務品質質量，產品價值，產品特徵，口碑和顧客對中介和調節效果的滿意度的中介和調節效果，來通過餐廳的服務績效來檢查顧客的需求。最初的本研究以使用在線問卷的定量方法作為調查方法。它還總結了調查研究結果的某些含義，可以為年輕的企業家和餐館企業主提供一些有關如何提高其餐館服務質量以達到客戶滿意度的見識。此外，還考慮了一些可能的未來研究方向。然後，將為以後的研究改進提供建議。
    　　This study is regarding the interrelationships among different variables and focuses on some of the influence factors and the obstructions to customer satisfaction. The restaurant can gain a competitive advantage if they can understand their customer's perceptions and needs and avoid what customers do not like. Besides, understanding the barrier to customer satisfaction can also lead to boosting among restaurants as in Cambodia since it has been increasing recently. The goal of this study is to examine the customer's want through the restaurant's service performance by measuring service quality, product value, product characteristics, word of mouth, and customer satisfaction with both mediation and moderation effect. The primary research used the quantitative method of online questionnaires as the survey method. It also concluded some of the implications of the findings, which can provide young entrepreneur and restaurant business owners some insight on how to improve their restaurant service quality to reach customer satisfaction. Also, some directions for possible future researches are showed to consider. Then, the recommendations will be provided for future study improvement.
    显示于类别:[企業管理學系(管理科學碩/博士班,非營利事業管理碩士班)] 博碩士論文-管理科學碩博士班

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