在印尼服務業之顧客滿意度模式之實證分析

The Empirical Study of Customer Satisfaction Model in Indonesian Service Industries

胡愛琳(Elaine-Septiana Susanto)

指導教授 ： 楊錦洲

中原大學/電機資訊學院/工業與系統工程研究所/碩士(2011年)

https://doi.org/10.6840/cycu201100605

摘要

服務業在許多經濟成長中的國家扮演了一個很重要的角色。服務業為了未來的存活與發展，藉由提昇顧客滿意度，來提高他們的經營績效。服務品質和顧客導向活動都是創造顧客滿意的重要因素。已有許多有關於服務品質的研究被執行了。此外，一些研究和調查探討有關客戶滿意與經營績效之關連。本研究的目的是為了建立概念性模式，此模式能提供印尼服務業可以更了解顧客的需要，進而來提高他們的經營績效。該模型是藉由建構方程模式來確認以下的影響構面：顧客導向，服務品質，顧客滿意及經營績效之間的關連。此模型利用印尼服務業的公司來進行此實證研究。本研究結果顯示顧客導向對服務品質有很大的影響，服務品質也對客戶滿意度有重大的影響。當客戶感到滿意時，它對公司的經營績效會有良好影響。

關鍵字

印尼服務業 ； 服務部門 ； 經營績效 ； 顧客滿意 ； 顧客導向 ； 服務品質

並列摘要

Service sector has played an important role for the economic growth for many countries. Many service industries have pursued to enhance their performance and effectiveness with raising the customer satisfaction in order to survive and develop in the future. Service quality and customer orientation activities are the key factors to create the customer satisfaction. Many similar studies and researches on service quality have been conducted. Besides, some studies and researches related to the effect of customer satisfaction towards business performance also have been conducted. The purposes of this research are to build a model that conceptualized that allows Indonesian service industrial sector to obtain a better guidance, in order to enhance their business performance. The model is confirming the causal relationship between the following latent variables: customer orientation, service quality, customer satisfaction, and business performance by using structural equation model. The model is illustrated empirically in case study of service industry companies in Indonesia. The result of this research shows that customer orientation has significant impact to the service quality and then service quality also has significant impact for the customer satisfaction. When customers are satisfied, automatically it will give a good influence for the business performance of the company.

並列關鍵字

Indonesian service industry ； customer orientation ； service quality ； customer satisfaction ； business performance ； service sector

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