服務品質與價格知覺對顧客滿意度與顧客忠誠度影響之研究-以現金運送保全業T公司為例

Service Quality and Price Perception on the Impact of Customer Satisfaction and Customer Loyalty-A Case of Cash-in-Transit Security Company

翁宗賢(Tsung-Hsien Weng 翁宗賢)

指導教授 ： 廖森貴 ； 吳斯偉

國立臺北科技大學/管理學院/管理學院經營管理EMBA專班/碩士(2012年)

摘要

隨著經濟發展，服務業已成為先進國家經濟成長及就業的主要動力，服務業亦已為我國經濟活動之主體，亦為創造就業主要來源。保全業是現代社會工商發展下所產生的一種新興服務產業，眾多消費者已逐漸認同及習慣保全業提供的服務，但過多的業者使得保全市場競爭十分激烈，仍是僧多粥少不夠分配，可以說保全業市場進入你爭我奪的戰國時期，許多業者陷入服務品質低劣、價格紅海及難以維持顧客忠誠度之惡性循環中。
　　本研究針對現金運送保全產業，探討此產業之服務品質與價格知覺對顧客滿意度及顧客忠誠度之影響性，並將研究發現結果進行分析後公佈供產業界參考。先以問卷調查方式進行，樣本係以目前在此產業市佔率達45%之T公司客戶為研究對象，回收有效樣本後，以統計軟體進行實證分析。
　　研究結果發現當服務品質越高，顧客滿意度也會越高；價格知覺越高，顧客滿意度也會越高；顧客滿意度越高，顧客忠誠度也會越高；而當服務品質越高，顧客忠誠度卻不見得會越高；當價格知覺越高，顧客忠誠度也會越高，茲將以上結果暨不同基本人口變項差異之分析提供整體產業作為策略制定之參考。

關鍵字

服務品質 ； 價格知覺 ； 顧客滿意度 ； 顧客忠誠度

並列摘要

With the economic development of the service sector has become the main driving force of economic growth and employment of advanced countries the service sector has also to create employment for the main body of economic activities, the main source.The security industry is an emerging modern society, business development services industry, many consumers have come to identify with and accustomed to the services provided by the security industry, but too much of the industry makes the preservation of the market is extremely competitive, is still far from adequate enough allocation, it can be said to preserve industry market access scrambling, many companies fall into the poor quality of service, the poor price and difficult to maintain the vicious cycle of customer loyalty.
　　In this study, the cash-in-transit security industry to explore the impact of the industry's service quality and price perceptions on customer satisfaction and customer loyalty, and found that the study results were analyzed and published for the industry reference. First survey sample in this industry market share up to 45% of T's customers object of study, an empirical analysis of the collected samples to statistical software.
　　The study results showed that the service quality the higher, the customer satisfaction will be higher; the price perception the higher, the customer satisfaction will be higher; the customer satisfaction the higher, the customer loyalty will be higher; the service quality the higher, the customer loyalty will not be necessarily the higher; the price perception the higher, the customer loyalty will be higher.These results cum basic population of the variable analysis of the difference to the overall industry as the reference strategy.

並列關鍵字

Service Quality ； Price Perception ； Customer Satisfaction

參考文獻

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