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E90016
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商店品質多元屬性對顧客滿意度的影響:不對稱與非線性關係的實證研究
The Asymmetrical and Non-linear Relationships between the Performance of Store Quality Attributes and Customer Satisfaction
1.丁學勤
1.Shueh-chin Ting
1.遠東技術學院企業管理學系
1.Department of Business Administration, Far East Institute of Technology
001,002,003,004
1.遠東技術學院企業管理學系
1.Department of Business Administration, Far East Institute of Technology
002
1.行政院國家科學委員會
1.National Science Council
A.14 計畫執行期間(起):2001-08-01
A.14 計畫執行期間(訖):2002-07-31
2002-03-012002-03-30
A.16 收到日期:2002-09-11
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台灣南部的量販店消費者

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C.2 聯絡日期:2002-09-13
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1.遠東技術學院企業管理學系
1.Department of Business Administration, Far East Institute of Technology
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C.7 資料公開日期:2007-08-01
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1.品質屬性
2.狩野紀昭模式
3.期望理論
4.顧客滿意度
1.Asymmetrical
2.Customer Satisfaction
3.Non-linear
4.Prospect Theory
5.Quality Attribute
各 種品質屬性在顧客滿意度所扮演的不同角色過去甚少研究而且絕大部份的學者均將品質屬性和顧客滿意度間視為線性關係,但由期望理論(prospect theory)的觀點此種關係可能是非線性的。本研究首先回顧過去有關品質屬性和顧客滿意度的研究,接著以量販店的顧客進行實證,結果發現大部份的品質屬 性和顧客滿意度的關係是不對稱與非線性的。而且發現期望理論的價值函數曲線只能適用於一部份的「一元化品質」;而其餘的品質屬性:「魅力品質」、「當然品 質」、「無差異品質」、「反轉品質」及部份的「一元化品質」,無法以價值函數曲線說明。依據對顧客滿意度的影響特質的不同,將43項量販店品質屬性依據狩 野紀昭模式(Kano model)加以分類,提供業者擬定行銷策略的參考。並提出對管理的意涵(implication)及對後續研究者的建議。

 In the past, very little research has been carried out into the differing roles played by various quality attributes on customer satisfaction and the vast majority of scholars consider the relationship between quality attributes and customer satisfaction to be linear. However, from the point of view of prospect theory, this relationship may be non-linear. This study began by reviewing past research into quality attributes and customer satisfaction. Next, an investigative study was carried out on hypermarket customers and it was found that the relationship between most quality attributes and customer satisfaction is asymmetrical and non-linear. It was also discovered that the value function curve of prospect theory can only be used on certain of the one-dimensional quality attributes. The attractive quality, must-be quality, indifferent quality, and reverse quality attributes as well as some of the one-dimensional quality attributes cannot be described by the value function curve. Based on the differences in the way they affect customer satisfaction, the 43 hypermarket quality attributes were categorized in accordance with the Kano model and are presented here as a guide to relevant persons in drawing up their marketing strategies. Some implications for management are discussed and some suggestions for further research are also forwarded.

D.16 完成檢誤日期:2004-08-09
D.17 預定釋出日期:2007-08-01
D.18 初次釋出日期:2007-08-01
D.19_1 最新版釋出日期:2007-08-01
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10.6141/TW-SRDA-E90016-1
https://efenci.srda.sinica.edu.tw/webview/index.jsp?object=https://efenci.srda.sinica.edu.tw:80/obj/fStudy/E90016
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