服務品質與顧客滿意度關係之研究

Study of Relationship Service Quality with Customer Satisfaction

林玫玫(Mei-Mei Lin)

《經營管理論叢》 2005特刊 (2005/12) Pp. 287-294

https://doi.org/10.6872/OMR.200512/SP.0019

摘要

本研究探討服務品質、顧客滿意度及相關衍生行為之因果關係，採用問卷調查法，以台北市立木柵動物園之遊客為其研究對象，且利用SPSS統計軟體進行因素分析、單因子變異數分析、共變異分析、迴歸分析。研究結果發現，事前期望對整體滿意度無顯著正向的影響。實際知覺對整體滿意度有顯著正向的影響。服務品質對顧客滿意度有顯著正向影響。部份人口統計變數干擾到服務品質對顧客滿意度的影響。

關鍵字

服務品質 ； 顧客滿意度

並列摘要

This research confer with casual relationship between the quality of service, satisfaction of customers and other relating derivation behaviors. Adopted with questionnaire, and the samples are tourists from Taipei Zoo. By using SPSS statistics software into ＂factor analysis＂, ＂single factor variation analysis＂, ＂covariance analysis＂, and ＂regression analysis.＂ According by the result of this research, the expectation in advance has no remarkable influence on the degree of the entire customer satisfaction. On the contrary, the sense of reality has positively effect on the entire customer satisfaction. Also, the quality of service has the positive effect on satisfaction of customers. Population statistics partially interfere with the quality of service toward satisfaction of customers.

並列關鍵字

Service Quality ； Customer Satisfaction