3C連鎖商店服務品質之推動－以全國電子為例

Driving Forces of 3C Chain Store's Service Quality: An Empirical Study in E-life Mall

陳威有(Wei-Yu Chen) ； 宋佩佳(Pei-Jia Song)

《全球運動與休閒管理期刊》 3卷2期 (2020/06) Pp. 22-37

https://doi.org/10.6616/GSRM.202006_3(2).0002

摘要

本文主旨在評估和發展台中3C連鎖店顧客之服務品質。本研究試圖在此服務品質下，制定一個衡量顧客服務品質的工具。品質服務是影響顧客消費的因素，因此要如何提升品質服務，已是成企業營運的重要指標之一。本研究共發出350份問卷，有效問卷為278份，有效問卷回收率79.4%。研究以獨立樣本t檢定和單因子變異數分析加以驗證。本研究所得結論如下：1.性別變項在服務品質上達顯著差異水準。2.婚姻變項在服務品質上達顯著差異水準。3.年齡變項在服務品質上達顯著差異水準。4.職業變項在服務品質上未達顯著差異水準。

關鍵字

3C量販 ； 品質模式 ； 服務品質

並列摘要

This paper is assessing and developing the customer's service quality of 3C Chain Store's in Taichung. The study tries to elaborate an instrument to measure the customer's service quality in this context. Service quality affects the shopping manner of the customer. Therefore, how to keep the service quality of customer is very important for the management of the company. A total of 350 questionnaires were distributed for customers and 278 valid questionnaires were returned (resulting 79.4 percentage of response rate). Independent Sample T Test and One-Way Analysis of Variance were used for data analysis. The resulting conclusions of this study are listed as follows ( In Digital City-Fengjia Store): 1. Gender variables in service quality were significant difference. 2. Marriage variables in service quality were significant difference. 3. Age variables in service quality were significant difference. 4. Occupation variables in service quality were no significant difference.

並列關鍵字

3C Mass Sales ； PZB ； Service Quality