美髮業等候經驗、服務品質、知覺品質對顧客滿意度之影響

Effects of Waiting Experience, Service Quality, Perceived Quality on Customer Satisfaction in Hairdressing Industries

黃建文(Jiann-Wen Huang) ； 林靜宜(Ching-Yi Lin) ； 呂秀靜(Hsiu-Ching Lu)

《致理學報》 34期 (2014/07) Pp. 25-48

摘要

人們生活水平的提升，美髮業市場的競爭越來越激烈，業者在經營上更加需要再縮短等候的時間、提升服務品質及專業技術，使消費者達到滿意並且可以再度光臨，經由因素分析、信度及效度分析等分析統計，並利用線性結構關係模式分析等候經驗、服務品質、知覺品質對顧客滿意度的關係。經研究發現，一、「等候經驗」對「服務品質」有顯著正向影響。二、「等候經驗」對「知覺品質」有顯著正向影響。三、「服務品質」對「顧客滿意度」有顯著正向影響。四、「知覺品質」對「顧客滿意度」有顯著正向影響。

關鍵字

等候經驗 ； 服務品質 ； 知覺品質 ； 顧客滿意度 ； 美髮業

並列摘要

When people live more and more well, the competition becomes more and more intense in hairdressing market. The entrepreneur needs to reduce the waiting the time, and increase the service quality and the specialized technology to enables the consumer to achieve satisfaction to be possible once again the presence. To analysis the waiting experiences, service quality, perceived quality and satisfaction by factor analysis and linear structural relations (LISREL), the results exhibits: 1. Wait for experience influence significantly service quality. 2. Wait for experience influence significantly perceived quality. 3. Service quality influence significantly satisfaction. 4. Perceived quality influence significantly satisfaction.

並列關鍵字

Wait for Experience ； Service Quality ； Perceived Quality ； Customer Satisfaction ； Hairdressing