使用S-O-R模型探討臺灣地區運動用品量販虛實通路中影響顧客購買意願之因素

近年來國民越來越重視運動，根據臺灣教育部體育署研究指出運動裝備消費支出逐年成長的趨勢下，對運動用品量販產業來說，影響實體與虛擬通路的顧客購買意願之因素為主要關心之議題。本研究之重要性與貢獻性在於首篇以臺灣地區運動用品量販通路之消費者為研究對象，並將S-O-R模型導入該產業中，同時補足過往學者未檢測中介效果之缺陷，更加入品牌認知調節變項擴展該模型。本研究流程如下：1.使用刺激(Stimuli) -個體 (Organism) -反應 (Response) 的S-O-R 模型當作本篇核心基礎理論。2.文獻回顧建立假說與題項。3.由10位異質專家檢測內容效度。4.編製量表 (7個構面共50題)。5.預試回收有效問卷115份。6.進行探索性因素分析檢測效度並將構面重新命名 (10個構面共41題)。7.檢測新構面之信效度。8.修正架構圖與假說。9.以立意抽樣針對一年內有消費經驗之顧客進行正式施測，共回收有效問卷564份。10.將虛擬與實體通路兩個模型進行描述性統計分析、驗證性因素分析、結構方程模型、中介與調節效果檢測。本研究證實於運動用品量販實體通路中通路氛圍透過兩個中介因子 (服務品質知覺與態度) 正向影響購買意願；虛擬通路中通路社交透過兩個中介因子 (服務品質知覺與滿意度) 正向影響購買意願，以及滿意度與購買意願之間存在品牌認知的調節效果，此外更證實虛擬通路中存在調節變項 (低度品牌認知)。故本研究建議1.本研究建議增加讓顧客能多加停留之設施2.開發App完善行動裝置上的使用者體驗。

關鍵字

S-O-R 模型；運動用品；量販通路；購買意願；結構方程模型

並列摘要

In the past years, Sports consumption have shown significant growth in Taiwan. While most studies have focused on customer behaviors in sports hypermarkets’ physical stores, this research is the first attempt to study the determinants of customer purchasing behaviors in multi-channel sports hypermarkets. We also tested the mediation and moderation effect to improve the research gap. Based on a literature review, the first step of this study applies the Stimuli-Organism-Response (S-O-R) model to establish a questionnaire and hypothesis. Second, invited 10 industrial and academic experts to test the validity of the questionnaire. Third, after the exploratory factor analysis for pre-test of 115 valid respondents. Then re-established framework and tested reliability. Next, this study collected 564 valid respondents to divide the virtual and the physical channels into two models for Confirmatory Factor Analysis (CFA), Structural Equation Model (SEM), mediation analysis with bootstrapping and moderation analysis. The results indicate that there are two mediators between physical channel and virtual channel. The results show that low-brand awareness is the moderator in the virtual channel. According to the findings, this research offered two specific suggestions. First, increase facilities that customers to stay and relax. Second, develop exclusive apps to upgrade user experience.