服務品質與知覺價值對滿意度與再購意願之研究－以陶板屋為例

The Influence of Service Quality and Perceived Value on Satisfaction and Repurchase Intention - A Case Study of Tokiya Restaurant

朱永蕙(Yung-Hui Chu) ； 劉嘉麒(Chia-Chi Liu) ； 王儒堅(Ru-Jian Wang)

《休閒事業研究》 16卷4期 (2018/12) Pp. 22-37

https://doi.org/10.6746/LIR.201812_16(4).0002

摘要

本研究以陶板屋為例探討服務品質、知覺價值、顧客滿意度與再購意願之間的關係。本研究採現場問卷發放的方式蒐集資料，並以迴歸分析以及階層迴歸分析法，探討變數間的影響以及中介效果。研究結果顯示服務品質對知覺價值、滿意度及再購意願皆具有顯著影響，知覺價值對滿意度具有顯著影響，滿意度對再購意願亦具有顯著影響。此外，本研究發現知覺價值對服務品質與再購意願之間具有部分中介效果。

關鍵字

服務品質 ； 知覺價值 ； 滿意度 ； 再購意願

並列摘要

The purpose of this study is to investigate the relationship among service quality, perceived value, customer satisfaction and repurchase intention of Tokiya. Data has been collected by survey questionnaire on sites around Taiwan. Regression analysis and hierarchical regression analysis have been applied to analyze the influences and mediating effects among variables. Results shown that service quality has a significant influence on perceived value, satisfaction and repurchase intention. Perceived value has a significant influence on satisfaction. Satisfaction has a significant influence on repurchase intention. In addition, perceived value has a partial mediating effect between service quality and repurchase intention.

並列關鍵字

Services Quality ； Perceived Value ； Customer Satisfaction ； Repurchase Intention