服務品質對顧客滿意關係之研究

The Effects of Service Quality on Customer Satisfaction

潘明宗(Ming-Chung Pan)

《全球科技管理與教育期刊》 11卷2期 (2022/06) Pp. 1-14

https://doi.org/10.6617/GTME.202206_11(2).0001

摘要

在1989年時期，台灣開始發展量販事業，超級市場也在此時興起，超級市場必須保有良好的服務品質才能使顧客滿意度提升。本研究針對量販店服務品質與滿意度之關係為探討，並以台中地區量販店，作為本研究抽樣母體進行問卷發放，一共發放400份，回收300份，刪除無效樣本23份，有效問卷277份，有效回收率達92.33%。研究採用SPSS 26.0統計軟體進行問卷分析。本研究結果如下：1.不同消費者性別對其滿意度有顯著的差異。2.不同消費者年齡對其滿意度有顯著的差異。3.服務品質之中反應性對滿意度有正向影響。4.服務品質之中保證性對滿意度有正向影響。5.服務品質之中關懷性對滿意度有正向影響。本研究依研究結果提出建議，希望給予量販業者對未來經營策略之參考。

關鍵字

大潤發 ； 服務品質 ； 顧客滿意度

並列摘要

Since 1989, the volume business started to develop in Taiwan, and also in this period, supermarket started to begin. The supermarkets should maintain well the service quality, for increasing customers' satisfaction. This study discussed the warehouse supermarkets the relationships between service quality and customer satisfaction. And in areas of Taichung warehouse supermarkets for the research. Distributed 400 questionnaires, 300 of them were turn back. The feedback ratio was 75%. In this study, the study uses SPSS 26.0 statistical software for analysis questionnaire. The results of the theses list below, 1. Different customer's gender had a significantly on customer satisfaction differences. 2. Different customer's ages had a significantly on customer satisfaction differences. 3. Responsiveness had significant positive influences to customer satisfaction. 4. Assurance had significant positive influences to customer satisfaction. 5. Empathy had significant positive influences to customer satisfaction. According to the results of this study found, hoping to provide recommends to volume business management industry, for practitioners as a warehouse supermarket in the strategy of reference operations.

並列關鍵字

Rt-mart ； Service Quality ； Customer Satisfaction

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