顧客參與和服務人員的服務投入對顧客滿意度的影響-以美髮業為例

The Influence of Customer Participation and Service Involvement on Customer Satisfaction Taking the Hair Beauty Industry as an Example

陳冠宇(Guai-Yu Chen)

指導教授 ： 徐怡

國立虎尾科技大學/管理學院/經營管理研究所/碩士(2014年)

https://doi.org/10.6827/NFU.2014.00073

摘要

本研究目的主要是實證顧客的人格特質和服務人員的服務投入對顧客參與的影響及顧客參與和服務人員的服務投入對顧客滿意度的影響，進而影響顧客忠誠度。本研究以美髮業顧客為研究對象，回收299份有效問卷，並利用線性結構模式 (LISREL Model) 進行分析。本研究結果得知顧客人格特質對顧客參與呈現顯著正向影響，服務人員的服務投入顯著正向影響顧客參與，顧客參與顯著正向影響顧客滿意度，顧客滿意度顯著正向影響顧客忠誠度。

關鍵字

五大人格特質 ； 顧客參與 ； 服務投入 ； 顧客滿意度 ； 顧客忠誠度

並列摘要

This research conducts an empirical study on the influence of customer personality traits and service involvement on customer participation and the influence of customer participation and service involvement on customer satisfaction. Both impact on customer loyalty. Customers of the hair beauty industry are the objects of this study. 299 valid questionnaires were collected and analysed using the LISREL model. The result shows that there’s a significant positive influence of customers’ personality traits on customer participation, a significant positive influence of service involvement on customer participation, a significant positive influence of customer participation on costumer satisfaction, and a significant positive influence of customer satisfaction on customer loyalty.

並列關鍵字

five personality traits ； customer participation ； service involvement ； customer satisfaction ； customer loyalty

參考文獻

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