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各量販店服務品質 / 顧客滿意度與顧客忠誠度之研究 -以大 台北內湖地區家樂福 / 愛買 / 大潤發為例. 中華科技大學 企業管理系 專題研究報告. 企管四甲 學生:鄭景濃 張婉薐 蘇哲民 林仕杰 李鴻緯 李哲豪 何宜潔 指導教授:傅敬群 教授. 目錄. 第一章、緒論 一、研究背景與動機 二、研究目的 三、研究流程 第二章、文獻探討 一、量販店的定義 二、服務品質的定義與衡量 - PowerPoint PPT Presentation
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1. 2. 3.
1. 2.
(Mazumdar and Monroe1990)
1.
2.
3.
1.1
1991
1992 1. 2. 3. 4. 5. 6. 7.
1993
1994
1999Kotler
2001
2002
Sasser Olsen and Wyckoff (1978) (service level) (service quality) (expected service level) (perceived service level)
Olshavsky (1985)
Parsuraman Zeithaml and Berry (1985)
Spreng and Mackoy (1996)
Armstrong and Kotler(2005)
Parasuramanetal.SERVQUAL 1988
ParasuramanZeithamlBerry(PZB)1988SERVQUALSERVQUAL
ParasuramanZeithamlBerry(PZB)1991SERVQUALSERVQUALSERVQUAL
FornellAnderson and Sullivan (1992)
BouldingKalraStaelin and Zeithaml (1993)
Anderson and Sullivan (1993)
Heskett1994)
Rust and Oliver(1994)
Zeithaml and Bitner (1996)
Parasuraman(1988)
HurleyEstelami1998
Michael2002
2004
2004
Cardozo(1965)
Hempel(1977)
Westbrook(1980)
Oliver(1981)
Kotler (1991)
Fornell (1992)
Kotler(1999)
Dick and Basu (1994)
Jones and Sasser (1995)
Bhote (1996)
Oliver Rust and Varik (1997)
Kandampully (1998)
Smith (1998)
Singh and Sirdeshmukh (2000)
Griffin (1995)
Fornell (1992) (Customer Satisfaction IndexCSI)
1.
2.
3. 4.
5.
Heskettetal(1994) 2.1
Heskett Jones Loveman Sasser and Schlesinger Putting the Service-ProfitChain to Work Harvard Business Review March-April 1994:166.
-19591963Hypermarket1999Promodes
29110002004726.6843
19871989
2006TESCO40
-Far Eastern AMart182009175.796%2.69
1990199981800160
Groupe CasinoGant200073
-1996
1990 24
19971212008335.4631.04%10.4238.9%2009404.31693.3620.5%
16.7%10.85%Groupe Auchan SA67%
Likert scale16
632319COSTCO
SPSSKMO(01)1Bartlett(Sig.0.8KMO>0.7KMO0.5a
6.1
6.1
H1H2H3H4H5
1.H16.2--
Sig.=0.227>0.05
H26.3--
Sig.=0.224>0.05
H321
H46
H57
2.--
t0H0bi=0H1bi0H0Sig.=0.737>0.000
6.4--
.--
t0H0bi=0H1bi0H0Sig.=0.345>0.0006.5--