服務品質對顧客滿意度影響之研究－以企業社會責任及企業形象為干擾變項

A Study of Relationships between Service Quality and Customer Satisfaction: The Moderate Effect Corporate Social Responsibility and Corporate Image

王永才(Yung-Tsai Wang) ； 諸承明(Chen-Ming Chu)

《中原企管評論》 14卷1期 (2016/04) Pp. 25-53

摘要

本研究以保險業的消費者為對象，運用問卷調查法來探討服務品質對於顧客滿意度 的影響，以及消費者對於企業善盡企業社會責任、企業形象對於服務品質與顧客滿意度 間關係的干擾效果。研究發現，服務品質中的有形性、保證性及關懷性等構面對於顧客 滿意度具有顯著的正向影響。企業社會責任會增強服務品質的保證性對於顧客滿意度的 正向關係，企業形象中實體印象會增強服務品質的保證性及關懷性對於顧客滿意度的正向關係，以及產品形象會增強服務品質的保證性及關懷性對於顧客滿意度的正向關係。本研究針對結果提出討論與建議。

關鍵字

服務品質 ； 顧客滿意度 ； 企業社會責任 ； 企業形象

並列摘要

Based on the insurance customers, this research uses questionnaires to analyze service quality effects on customer satisfaction. Besides, the moderating effects of the two sorts of relationship as below will be examined as well: the relationship between corporate social responsibility, service quality and customer satisfaction; the relationship between corporate image, service quality and customer satisfaction. Research shows that the tangibility, assurance and empathy of services quality will have positive relationship with customer satisfaction. Corporate Social Responsibility positively moderates the positive relationship between assurance of service quality and customers satisfaction; and real impression on corporate and the product image have the same moderating effects on the positive relationship. Suggestions were given based on the research results.

並列關鍵字

Service Quality ； Customer Satisfaction ； Corporate Social Responsibility ； Corporate Image

參考文獻

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