顧客滿意度與忠誠度為主之服務產業品質：文獻計量分析

本研究主要探討服務產業中顧客品質與忠誠度之影響因素。目前國內外有關服務品質等研究主要以相關文獻為理論基礎，輔以問卷調查結果分析而成，甚少有以文獻計量針對此領域做研究，因此，本研究以文獻計量即資料視覺化方式，回顧了來自Scopus資料庫（2001-2021）中收集關於滿意度、忠誠度、服務產業、顧客的133篇出刊物，透過增長軌跡、歷年生產力、書目耦合，呈現出程序性變化，研究的熱點主題、作者、國家的來源和領域。近20年來，服務產業、顧客滿意度、忠誠度的發展軌跡穩定上升。最具影響力的作者被認為是Cheng,、Torres,、Wang Y。最具影響力的期刊是Total Quality Management And Business Excellence。具體來說，最有影響力的國家是馬來西亞、臺灣、印度、美國和中國。研究領域涵蓋了許多關鍵議題，包括企業文化、服務補救、服務風格以及市場營銷組合。潛在的趨勢是信任感、銀行產業。研究結果可作為企業制定策略的框架，以追求保持顧客滿意度及提高顧客忠誠度。

關鍵字

顧客；滿意度；忠誠度；服務品質；服務產業

並列摘要

The purpose of this study aims to explore the factors that influence customer quality and loyalty in the service industry. At present, the researches on service quality are mainly based on the relevant literature as the theoretical basis, supplemented by the analysis of the results of the questionnaire survey. Few studies have been done with bibliometrics in this field. This study reviews 133 articles collected from Scopus database (2001-2021) on satisfaction, loyalty, service industry, and customers. The review shows the procedural changes in the growth trajectory, productivity over the years, and bibliographic coupling, as well as the hot topics, authors, and countries of origin and fields of study. The trajectory of the service industry, customer satisfaction, and loyalty has been steadily increasing over the past 20 years. The most influential authors are Cheng, Torres, and Wang Y. The most influential journal is Total Quality Management and Business Excellence, and the most influential countries are Malaysia, Taiwan, India, the United States, and China. The research area covers many key topics, including corporate culture, service remedies, service style, and marketing mix. Potential trends are trust and bank industry. The findings serve as a framework for companies to develop strategies in pursuit of maintaining customer satisfaction and increasing customer loyalty.

並列關鍵字

Customer ； Satisfaction ； Loyalty ； Service quality ； Service industry

參考文獻

Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: A multiple-item scale for assessing electronicservice quality. Journal of service research, 7(3), 213-233.

Kotler, D. P. (2000). Cachexia. Annals of internal medicine, 133(8), 622-634.

Bornmann, L., & Mutz, R. (2015). Growth rates of modern science: A bibliometric analysis based on the number of publications and cited references. Journal of the Association for Information Science and Technology, 66(11), 2215–2222. doi:10.1002/asi.23329

Zhang T. C., Yin X. L., Yang X. R., Man J. Y., He Q. F., Wu Q. Y., et al. (2020). Research trends on the relationship between Microbiota and Gastric Cancer: a Bibliometric Analysis from 2000 to 2019. J. Cancer 11 4823–4831. 10.7150/jca.44126

Gu, D., Li, J., Li, X., & Liang, C. (2017). Visualizing the knowledge structure and evolution of big data research in healthcare informatics. International journal of medical informatics, 98, 22-32.

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