臺北市市民運動中心服務品質、顧客滿意度與忠誠度關係之研究

The Structural Equation Model of Quality of Service, Consumer Satisfaction and Loyalty of Taipei Sports Centers

陳林鴻(Lin-Hung Chen) ； 張少熙(Shao-Hsi Chang) ； 戴琇惠(Hsiu-Hui Tai)

《管理實務與理論研究》 3卷3期 (2009/09) Pp. 103-113

https://doi.org/10.29916/JMPP.200909.0006

摘要

本研究目的在探討臺北市市民運動中心之服務品質、顧客滿意度及忠誠度之因果徑路關係。本研究以臺北市七座已營運之市民運動中心消費者爲研究對象，採用問卷調查法來收集相關資料，問卷內容包含：服務品質量表、顧客滿意度量表、顧客忠誠度量表及個人基本資料等四部分。每間運動中心發放60份問卷，共計發放420份正式問卷，回收問卷420份，剔除資料填答不全者，合計有效樣本爲409份，有效問卷率爲97.4%。回收資料以SPSS 15.0進行資料處理，並以LISREL 8.52統計套裝軟體進行資料分析。本研究所提出「服務品質－滿意度－忠誠度」因果徑路模式之研究結果是適合的，換句話說，市民運動中心服務品質愈高則顧客滿意度愈高；顧客滿意度愈高則忠誠度愈高；而市民運動中心服務品質並不會直接影響顧客忠誠度，但是會透過顧客滿意度進而影響顧客忠誠度，因此顧客滿意度是一關鍵中介變項。

關鍵字

服務品質 ； 顧客滿意度 ； 顧客忠誠度 ； 結構方程模式

並列摘要

The purpose of this study was to investigate the relationship among quality of service, consumer satisfaction, and consumer loyalty. Subjects were consumers selected from seven Taipei Sports Centers. Three inventories were utilized for data collection including (a) Quality of Service Inventory; (b) Consumer Satisfaction Inventory and (c) Consumer Loyalty Inventory. Totally 420 copies of questionnaires were collected, 60 for each Taipei Sports Center. The number of effective samples was 409 and the retrieve rate was 97.4%. The retrieved questionnaires were analyzed by Statistical Package for the Social Sciences for Windows 15.0 and LISREL 8.52 for Windows. The results of this study were as following: consumer satisfaction was higher when quality of service was higher, consumer loyalty was higher when consumer satisfaction was higher, and the quality of service will not affect consumer loyalty directly, but it will affect consumer loyalty indirectly through consumer satisfaction. Therefore, consumer satisfaction is a mediator.

並列關鍵字

Service quality ； Satisfaction ； Loyalty ； SEM

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