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請使用永久網址來引用或連結此文件:
http://nhuir.nhu.edu.tw/handle/987654321/28582
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| 題名: | 殯葬業服務品質、企業形象、家屬滿意度與忠誠度關聯性之研究－以皇穹陵紀念花園為例 |
| 其他題名: | Study on the Relationship Among Service Quality, Enterprise Image, Customer Satisfaction And Loyalty Of Funeral Industry Take Huang-Qiong-Ling Memorial Garden As an Example |
| 作者: | 張上秦
CHANG, SHANG-CHIN |
| 貢獻者: | 殯葬行銷管理產業碩士專班
王枝燦
WANG, CHIH-TSAN |
| 關鍵詞: | 服務品質;企業形象;家屬滿意度;家屬忠誠度;殯葬業
Service quality;Corporate image;Custom satisfaction;Custom loyalty;Funeral industry |
| 日期: | 2020 |
| 上傳時間: | 2022-08-08 16:18:05 (UTC+8) |
| 摘要: | 本研究以殯葬業的皇穹陵紀念花園做為研究對象，探討殯葬業之服務品質、企業形象、家屬滿意度與家屬忠誠度四者之間的關聯性，研究目的有三：一、探討皇穹陵紀念花園服務品質、企業形象、家屬滿意度及家屬忠誠度之間的關聯性。二、探討不同家屬背景對皇穹陵紀念花園服務品質與企業形象需求的差異性。三、依據研究結果，提出提升殯葬業服務品質與建立企業形象之可行建議。 本文歸納結論如下：一、殯葬服務品質正向影響企業形象，進而正向影響家屬滿意度及忠誠度。二、家屬平均年齡在61歲以上的受訪者，對於服務品質的認同，明顯高於其它年齡的受訪者。三、家屬平均年資在3-5年以上的受訪者，對於服務品質的認同，明顯高於其它年資的受訪者。四、家屬平均收入在3萬元以下的受訪者，對於服務品質的認同，明顯高於平均收入7-10萬的受訪者。五、家屬平均收入在10萬元以上的受訪者，對於企業形象的認同，明顯高於其他平均收入的受訪者。六、家屬平均收入在10萬元以上的受訪者，對於家屬滿意度的要求，明顯高於其它平均收入的受訪者。七、家屬平均收入在10萬元以上的受訪者，對於家屬忠誠度的認同，明顯高於其它平均收入的受訪者。八、家屬平均年資在3-5年的受訪者，對於家屬忠誠度的認同，明顯高於其它平均年資的受訪者。 最後提出四點建議，以供皇穹陵紀念花園及殯葬業者參考。一、建立差異化的優質服務。二、建立企業永續經營的良好形象。三、積極投入社會公益活動。四、從殯葬服務昇化為傳承孝道文化。
This study takes Huang-qiong-ling Memorial Garden of the funeral industry as the research object, and explores the correlation between the service quality, corporate image, family satisfaction and family loyalty of the funeral industry. The research aims are threefold: 1. Exploring the correlation between the service quality, corporate image, family satisfaction and family loyalty of Huang-qiong-ling Memorial Garden.2. Discuss the differences in the service quality and corporate image requirements of Huang-qiong-ling Memorial Garden from different family backgrounds.3. Based on the research results, put forward feasible suggestions to improve the service quality of funeral industry and establish corporate image. The conclusions are summarized as follows: 1. The quality of funeral services positively affects corporate image, and in turn positively affects family satisfaction and loyal2. Respondents whose average age is over 61 years of age have significantly higher recognition of service quality than those of other ages.3. Respondents whose seniority of being family members of Huang-qiong-ling Memorial Garden more than 3-5 years have a higher recognition of service quality than those of other ages.4. Respondents whose average income is less than NT$30,000 have a higher recognition of service quality than those whose average income is NT$70,000-100,000. 5. Respondents whose average income is more than NT$100,000 have significantly higher corporate image requirements than those with other average income.6. Respondents whose average income is more than NT$100,000 have significantly higher requirements for satisfaction than other average income respondents.7. Respondents whose average income is more than NT$100,000 have significantly higher requirements for family loyalty than other average income respondents.8. Respondents whose seniority of being family members of Huan qiong-ling Memorial Garden is 3-5 years have a higher recognition of family loyalty than other average income respondents. Finally, four suggestions were put forward for the reference of Huang-qiong-ling Memorial Garden and funeral workers.1. Establish differentiated quality services.2. Establish a good image for sustainable business operations.3. Actively participate in social welfare activities.4. be actors to the inheritance of filial piety culture from the funeral service. |
| 顯示於類別: | [生死學系(生死學系碩士班,哲學與生命教育碩士班)] 博碩士論文-生死學系殯葬行銷管理產業碩士專班
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