服務品質、企業形象對顧客滿意度與顧客忠誠度之影響－以西聯匯款企業為例

The Impacts of Service Quality and Corporate Image on Customer Satisfaction and Customer Loyalty: An Example of Western Union

許淑鴻 ； 黎佩兒

《管理資訊計算》 8卷特刊1 (2019/08) Pp. 90-99

https://doi.org/10.6285/MIC.201908/SP_01_8.0008

摘要

台灣的外籍勞工政策已行之有年，根據勞動部統計資料顯示，目前已有逾70萬的外籍勞工在台工作，在台外籍勞工人數一路攀升，外勞所賺的錢需匯回國內，每年近百萬人衍生出的匯款需求，可說極為可觀，跨國金融業務成為一塊大肥肉。本研究之目的在於探討匯款中心服務品質、企業形象、顧客滿意度與顧客忠誠度之關聯性研究，係採用問卷調查法，並以雲林縣西聯匯款（Western Union）之越南籍顧客為研究對象。本研究採用便利抽樣，以紙本問卷於雲林縣市地區進行問卷發放，以了解顧客對於西聯匯款服務之服務品質、企業形象、顧客滿意度與顧客忠誠度之關係。問卷共發放430份，回收有效問卷302份，回收率為70.2%。本研究是採取SPSS軟體為資料分析工具，針對樣本資料進行分析。

關鍵字

服務品質 ； 企業形象 ； 顧客滿意度 ； 顧客忠誠度 ； 外籍勞工

並列摘要

Taiwan's foreign labor policy has been going on for years. According to the statistical data of the Ministry of Labor, more than 700,000 foreign workers are working in Taiwan (November 2018). The number of foreign workers in Taiwan has risen all the way, and the money earned by foreign workers needs to be sent back home. The demand for remittances generated by nearly one million people each year is extremely impressive, and the cross-border financial business has become a big meal. The purpose of this study is to investigate the relationship between service quality, corporate image, customer satisfaction and customer loyalty in the remittance center. It is based on the questionnaire survey method and is based on the Vietnamese customers of Western Union in Yunlin County. This present study used the convenient sampling in Yunlin area, with the paper questionnaires. It was to understand the relationship among service quality, corporate image, customer satisfaction and customer loyalty of Western Union's transfer money service. A total of 430 questionnaires were distributed and 302 valid questionnaires were returned, with a recovery rate of 70.2%. This study used SPSS software as a data analysis tool to analyze the sample data.

並列關鍵字

Service Quality ； Corporate Image ； Customer Satisfaction ； Customer Loyalty ； Foreign Worker

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