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3
E99001
3
017
服務便利性對於顧客滿意度及忠誠度之影響:知覺服務價值之中介角色及知覺服務保證強度之干擾角色-台灣餐廳產業之實證研究
The Effect of Service Convenience on Customer Satisfaction and Loyalty: the Mediating Role of Perceived Service Value and Moderating Role of Perceived Service Guarantee Strength - an Empirical Study of the Restaurant Industry in Taiwan
1.張國謙
1.Kuo-chien Chang
1.致理技術學院運動健康與休閒系
1.Department of Sports, Health and Leisure, Chihlee Institute of Technology
001,002,003,004
1.致理技術學院運動健康與休閒系
1.Department of Sports, Health and Leisure, Chihlee 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):2010-08-01
A.14 計畫執行期間(訖):2011-07-31
2010-02-012010-03-01
A.16 收到日期:2011-07-08
2
前往調查餐廳用餐且年滿18歲以上之消費者

1
498

498
004
01
C.2 聯絡日期:2011-07-13
2
1.致理技術學院運動健康與休閒系
1.Department of Sports, Health and Leisure, Chihlee Institute of Technology
1
C.7 資料公開日期:2011-08-01
2
008
2
1
3
1
2
3
3
001
1,2
1.服務便利性
2.知覺服務價值
3.知覺服務保證強度
4.顧客滿意度
5.顧客忠誠度
1.Service convenience
2.Perceived service value
3.Perceived service guarantee strength
4.Customer satisfaction
5.Customer loyalty
 經由498份有效問卷之分析,研究結果確認服務便利性會正向地影響顧客滿意度而顧客滿意度亦會正向地影響顧客忠誠度。再者,顧客知覺之服務價值是連結服 務便利性與顧客滿意度關係間之重要中介變數。此外,另一項重要之發現為在服務便利性與顧客滿意度之關係上,顧客所知覺之服務保證強度是很重要的干擾變數。 換句話說,當顧客所知覺之服務保證強度愈強時,服務便利性與顧客滿意度兩者間之關係強度會愈強;反之,當顧客所知覺之服務保證強度愈弱時,服務便利性與顧 客滿意度兩者間之關係強度亦會減弱。

Based the 498 usable responses, the results confirm that customer satisfaction is positively influenced by service convenience, whereas customer loyalty is positively influenced by customer satisfaction. Furthermore, customer satisfaction is indirectly influenced by service convenience through perceived service value. Finally, another key finding is the relationship between service convenience and customer satisfaction, which is stronger for customers who perceive high service guarantee strength than for those who perceive low service guarantee strength.

D.16 完成檢誤日期:2011-10-11
D.17 預定釋出日期:2011-11-01
D.18 初次釋出日期:2011-11-01
D.19_1 最新版釋出日期:2011-11-01
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1
1
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1,1,3
10.6141/TW-SRDA-E99001-1
https://efenci.srda.sinica.edu.tw/webview/index.jsp?object=https://efenci.srda.sinica.edu.tw:80/obj/fStudy/E99001
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