Title

高雄市便利商店產業之服務品質與消費者忠誠度之研究-以消費者滿意度為干擾效果之探討

Translated Titles

The Relationship between Customer Service Quality and Consumer Loyalty for Convenience Store Industry in Kaohsiung City:The Moderator of Customer Satisfaction

Authors

林惠群

Key Words

便利商店 ; 服務品質 ; 消費者滿意度 ; 消費者忠誠度 ; convenience store, service quality, customer satisfaction, customer loyalty

PublicationName

樹德科技大學經營管理研究所學位論文

Volume or Term/Year and Month of Publication

2013年

Academic Degree Category

碩士

Advisor

楊一峰

Content Language

繁體中文

Chinese Abstract

我國便利商店產業已進入白熱化競爭時期,也面臨大環境的經濟景氣壓力,業者為了追求來客數的增加、獲利率的提升,無不卯足提供消費者更多元化的服務,並運用消費者的滿意度獲得消費者的認同,達到集客效果或使消費者順便購買其他商品。若要在便利商店產業市場佔有一席之地及鞏固市場競爭能力,除了開拓新的客源之外,更要與舊有顧客維持良好與持久的關係。因此,在維繫良好的顧客關係上,如何使顧客願意經常往來商店消費就顯得更加重要。基此,應依便利商店產業市場與顧客需求規畫行銷策略來吸引顧客,也藉由顧客的滿意與比較之心理因素,建立顧客長期忠誠度。所以,本研究選擇探討台灣目前三大便利商店業者:統一7-Eleven、全家FamilyMart與萊爾富Hi-Life便利商店之消費者為研究的對象,探討服務品質、消費者滿意度對於消費者忠誠度的影響。本研究得到結果為:一、便利商店產業之服務品質對顧客滿意度有正向顯著影響。二、便利商店產業之消費者滿意度對消費者忠誠度有正向顯著影響。三、便利商店產業之服務品質對消費者忠誠度有正向顯著影響。四、干擾變項:便利商店產業之服務品質透過消費者滿意度有強化消費者忠誠度。

English Abstract

There is a fierce competition in domestic convenient store industry currently. With pressure from the whole economy, in order to attract more customers and increase profit margin, almost every dealer in the industry is trying its best to provide various services to meet customer satisfaction. As a result, it achieved the customer gathering effect and make possible for customers to shop more than originally expected. If we want to capture our own market share standing in the whole industry and further enhance own competitiveness, we have to maintain good relationship with existing customers and expand more new customers at the same time. So it is very important to figure out how to attract customers to shop more frequently in the long term; besides, maintaining good relationship between the store and customers currently. According to the current situation of convenient store industry and customers’ demand, the convenient store marketing strategy is to create more satisfaction from customers compared to other stores. Building long term relationship is the goal. Thishis study aims to take the three biggest convenient-store giants: 7-Eleven, FamilyMart and Hi-life as research objects to discuss how the customer service quality and customer satisfaction impact the customer loyalty. The findings are as follows: (1)the quality of customer service positively impacts the customer satisfaction; (2)customers’ satisfaction positively impacts the customers’ loyalty in the convenient store industry; (3)the quality from customer service positively impacts the customers’ loyalty; and (4)moderator: the customers’ satisfaction further strengthened customers’ loyalty through customer service quality.

Topic Category 管理學院 > 經營管理研究所
社會科學 > 管理學
Reference
  1. 王美慧、陳瑞龍、蘇元含(2006),「運用線性結構模式探討服務品質對顧客滿意度與顧客忠誠度之影響-以中油加油站為例」,顧客滿意學刊,第二卷、第二期,頁47-86。
    連結:
  2. 王祖健(2003),「網站技術、服務品質及購買成本對於網路商店顧客滿意度與忠誠度之影響」,國立成功大學國際企業研究所碩士論文,台灣。
    連結:
  3. 池文海、張書豪 (2006),「商店關係投資與滿意度:寂寞感之多層次干擾效果」,臺大管理論叢,第十六卷第二期。
    連結:
  4. 李世彰(2001),「連鎖便利商店與都市住宅社區居民日常生活關係之研究:以台南市東明里為例」,國立成功大學都市計劃學系碩士論文,台灣。
    連結:
  5. 李孟訓、周健男與林俞君(2006),「休閒農場之服務品質、關係品質與顧客忠誠度之關聯之研究」,農業經濟半年刊,頁125-168。
    連結:
  6. 周文賢、游信益(2005),「網路銀行服務品質、關係品質、與顧客忠誠之研究」,企業管理學報,第65期,頁31-60。
    連結:
  7. 林隆儀、簡任群(2004),「服務品質、關係品質、關係價值與顧客忠誠度的關係之整合分析-以行動電信產業之消費為例」,真理財經學報,頁73-112。
    連結:
  8. 林瑋翔(2011),「影響連鎖便利商店顧客忠誠度因素之探討-以高雄市為例」,樹德科技大學經營管理研究所碩士論文,台灣。
    連結:
  9. 張火燦、余月美(2008),「服務品質、顧客滿意度與顧客忠誠度關係之研究」,明新學報,34卷,第一期,頁127-140。
    連結:
  10. 曹明誠(2003),「便利商店之消費者類型與消費行為之研究」,國立成功大學企業管理學所碩士論文,台灣。
    連結:
  11. 陳建文、洪嘉蓉(2005),「服務品質、顧客滿意度與忠誠度關係之研究-以ISP為例」,電子商務研究,第3卷,第2期,頁153-172。
    連結:
  12. 陳智德(2002),「管理顧問業服務品質、顧客滿意度與顧客忠誠度研究」,國立成功大學企業管理研究所碩士論文,台灣。
    連結:
  13. 陳瑞聰(2006),「商店形象、消費者滿意與消費者忠誠度關係之研究─以台中市美術園道商圈為例」,國立中興大學行銷學研究所碩士論文,台灣。
    連結:
  14. 葉惠嘉(2011),「高雄地區量販產業之服務管理品質對顧客忠誠度影響之研究:以購物便利性為中介效果」,樹德科技大學經營管理研究所碩士論文,台灣。
    連結:
  15. 蔡明倫(2002),「商店形象、顧客滿意度與經營績效關係之研究-以連鎖零售商店為實證」,國立成功大學高階管理碩士論文,台灣。
    連結:
  16. 劉丁維(2009),「台北捷運系統服務品質、乘客滿意度與忠誠度關係之研究」,國立台北大學都市計劃研究所碩士論文,台灣。
    連結:
  17. 闕山晴(2002),「顧客滿意度與忠誠度之研究-以西式速食業為例」,國立台灣科技大學管理研究所,台灣。
    連結:
  18. Anderson, E. W. and Sullivan, M. W. (1993). The Antecedents and Consequences of Customer Satisfaction for Firms. Marketing Science, Vol. 12(2), pp.125-143.
    連結:
  19. Anderson E. W, Fornell C, Lehmann DR (1994). Customer satisfaction, market share and profitability: Finding from Sweden. Journal of Marketing 59, pp.53-66.
    連結:
  20. Anderson, J. C. & Narus, J.A. (1990). A Model of Distributor Firm and Manufacturer Firm Working Partnerships. Journal of Marketing, Vol.47(3), pp.44-54.
    連結:
  21. American Marketing Association (1960). Marketing definitions: a glossary of marketing terms. AMA: Chicago, IL, pp.27-46.
    連結:
  22. Avolio, B., Yammarino, F.J., & Bass, B.M. (1991). Identifying Common Methods Variance with Data Collected from a Single Source: An Unresolved Sticky Issue. Journal of Management, 17(3), pp. 571-587.
    連結:
  23. Babin, B. J., & Griffin, M. (1998). The Nature of Satisfaction: An Updated Examination and Analysis. Journal of Business Research, February, 41, pp.127-136.
    連結:
  24. Baker, D. A. and Crompton, J. L. (2000). Quality, Satisfaction and Behavioral Intentions. Annals of Tourism Research, 27(3), pp.785-804.
    連結:
  25. Baron, R. M., & Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51, pp.1173-1182.
    連結:
  26. Baumann, C., Burton, S., & Elliott, G. (2005). Determinants of customer loyalty and share of wallet in retail banking. Journal of Financial Service Marketing, 19(3), pp.231-248.
    連結:
  27. Bedeian, A. G., and K. W. Mossholder. (1994). Simple Question, Not So Simple Answer: Interpreting Interaction Terms in Moderated Multiple Regression. Journal of Management, 20(1), pp.159-65.
    連結:
  28. Berry. Leonard L., Kathleen Seiders & Dhruv Grewla (2002). Understanding Service Convenience. Journal of Marketing, 66 (July), pp.5.
    連結:
  29. Bitner, M. J. (1990). Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses. Journal of Marketing, Vol. 54(April), pp.69-82.
    連結:
  30. Bitran, Gabriel R. and Maureen Lojo (1993). A Framework for Analyzing Service Operations. European Management Journal, 11 (September), pp.271-282.
    連結:
  31. Bloemer, J., & Ruyter, K. (1998). On the relationship between store image, story satisfaction and store loyalty. European Journal of Marketing, 32(5/6), pp.397-513.
    連結:
  32. Bolton, R. N. & J. H. Drew (1991). A Longitudinal Analysis of the Impact of Service Changes on Customer Attitude. Journal of Marketing, January, pp.1-9.
    連結:
  33. Cardozo, R. N. (1965). An Experimental Study of Customer Effort, Expectation and Satisfaction. Journal of Marketing Research, Vol. 2, No. 3, pp.244-249.
    連結:
  34. Caruana, A (2002). Service loyalty: the effects of service quality and mediationg role of customer satisfaction. European Journal of Marketing, 36(7/8), pp.811-829.
    連結:
  35. Cavero, S., & Cebollada, J. (1997). Brand choice and marketing strategy: An application to the market of laundry detergent for delicate clothes in Spain. Journal of International Consumer Marketing, 10(1/2), pp.57-71.
    連結:
  36. Chang, S. J., Witteloostuijn, A., & Eden, L. (2010). From the editors: common method variance in international business research. Journal of International Business Studies, 41, pp.178-184.
    連結:
  37. Christian Gronroos (1982). An Applied Service Marketing Theory. European Journal of Marketing, Vol. 16 Iss: 7, pp.30 - 41.
    連結:
  38. Churchill, G. A., & Surprenant, C. (1982). An Investigation into the determinants of consumer satisfaction. Journal of Marketing Research, 19(4), pp.491-504.
    連結:
  39. Cronbach, L. J. (1971). Test validation. In R. L. Thorndike (Ed.). Educational measurement (2nd ed.).Washington, DC: American Council on Education, 443–507.
    連結:
  40. Cronin, J. Joseph and Steven A. Taylor (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(July), pp. 55-68.
    連結:
  41. Crosby, L. A., Evans, K. A. and Cowles, D. (1990). Relationship Quality in Services Selling: An Interpersonal Influnce Perspective. Journal of Marketing, Vol. 54 No. 3, pp. 68-82.
    連結:
  42. Deming W.E. and Stephan F.F. (1940). On a least square adjustment of a sample frequency table when the expected marginal totals are known. Annals of Mathematical Statistics, 11, 427-444.
    連結:
  43. Dick, A. S., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22, pp.99-113.
    連結:
  44. Diener, B. J. & Greyser,S.A.(1978). Consumer Views of Redress Needs. Journal of Marketing 42,October, pp.21-27.
    連結:
  45. Fornell, Claes(1992). A National Customer Satisfcation Barometer: The Swedish Experience. Journal of Marketing, 56(January), pp.6-21.
    連結:
  46. Frick, G. R. and Ritchie, J. B. (1991). Measuring service quality in the travel and tourism industry. Journal of Travel Research, Vol. 30, No. 4, pp.2-9.
    連結:
  47. Griffin, & J. (1995). Customer Loyalty: How to Earn It, How to Keep It. Simmon and Schuster Inc.
    連結:
  48. Gronholdt, L., Martensen, A., & Kristensen, K. (2000). The relationship between customer satisfaction and loyalty: Cross-industry differences. Quality Assurance & Total Quality Management, 11(4), pp.509-514.
    連結:
  49. Gronroos, C. (1982). Internal Marketing-Theory and Practice. In American Marketing Association Services Marketing Conference Proceedings, pp.41-70.
    連結:
  50. Gronroos, C. (1984). A Service Quality Model and Its Marketing Implications, European Journal of Marketing, 18(4), pp.36-44.
    連結:
  51. Gronroos, C. (1987). Developing the Service Offering: A Source of Competitive Advantage. American Marketing Association, Chicago.
    連結:
  52. Gronroos, C. (1990). Relationship Approach to Marketing in Service Contexts: The Marketing and Organizational Behavior Interface. Journal of Business Research, Vol.20, pp.3-11.
    連結:
  53. Haywood Farmer (1988). A conceptual Model of Service Quality. International Journal of Operation and Production Management, 8,6, pp.19-29.
    連結:
  54. Hunt, H. K. (1977). CS/D - overview and future research directions, Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, Market Science Institute, Cambridge, Mass.
    連結:
  55. Ingrid, F. (2004). An index method for measurement of customer satisfaction. The TQM Magazine, 16(1), pp.57-66.
    連結:
  56. Jacoby, Jacob and Robert W. Chestnut (1978). Brand Loyalty: Measurement and Management. New York: John Wiley.
    連結:
  57. Jones, H. and J. D. Farquhar (2003). Contact Management and Customer Loyalty. Journal of Financial Services Marketing, 8, No.1, pp.71-78.
    連結:
  58. Keaveney, S. M. (1995). Customer Switching Behavior in Service Industries: An Exploratory Study. Journal of Marketing, 59, pp.71-82.
    連結:
  59. Kotler P. (1991). Marketing Management: Analysis, planning, implement and control (7th ed.). Englewood Cliffs, CA: Prentice-Hall.
    連結:
  60. Kotler, P. (1999). Marketing Management - An Asian Perspective. Singapore, Prentice Hall, Inc.
    連結:
  61. Lee, J., Lee, J., Feick, L. (2001). The impact of switching costs on the customer satisfaction-loyalty link: mobile phone service in france. Journal of Services Marketing, Vol.15, No.1, pp.35-45.
    連結:
  62. Lee, M. and Cunningham,L.F. (2001). A Cost/Benefit Approach to understanding service loyalty. Journal of Service Marketing 15(2), pp.113-130.
    連結:
  63. Levitt, T. (1972). Production-Line Approach to Service. Harvard Business Review, Vol.50, Iss. 4, pp.41-52.
    連結:
  64. Lovelock, C. H., & Wright, L. K. (2003). Principles of service marketing and management. NJ: Prentic-Hall.
    連結:
  65. Mayer, R. C., Davis, J. H. and Schoorman, F. D.(1995). An Integrative Model of Organizational Trust? Academy of Management Review, 20(3), pp.709-734.
    連結:
  66. Mill, P. K. (1986). Managing Service Industries (2nd). New York: McGraw-Hill.
    連結:
  67. Mittal, V., & Kamakura, W. A. (2001). Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics. Journal of Marketing Research, Vol. 38(1), pp. 131-142.
    連結:
  68. Murphy, P., Pritchard, M. P., & Smith, B. (2000). The destination product and its impact on traveller perceptions. Tourism Management, 21(1), pp.43-52.
    連結:
  69. Newman, J. W. and R. A. Werbel(1973). Multivariate Analysis of Brand Loyalty for Major Household Appliances. Journal of Marketing Research, 10, pp.404-409.
    連結:
  70. Nicosia, F.M. (1966). Consumer Decision Process: Marketing and Advertising Implications. Englewood Cliffs, Prentice-Hall, N.J.,pp. 13-28.
    連結:
  71. Oliva, T., R. L. Oliver & I. MacMillan (1992). A Catastrophe Model for Developing Service Satisfaction Strategies. Journal of Marketing, 56, pp. 83-95.
    連結:
  72. Oliver, Richard L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing, Vol.17, PP.460-464
    連結:
  73. Oliver,Richard .L,and Wayne S. Desarbo (1988). Response Determinants in Satisfaction Judgements. Journal of Consumer Research,PP.495-507。
    連結:
  74. Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. New York: Irwin/McGraw-Hill.
    連結:
  75. Oliver L. Richard (1999). Whence Consumer Loyalty. Journal of Marketing. Chicago, Vol. 63; pp. 33-44.
    連結:
  76. Oliver, Richard L., Roland T. Rust, and SajeevVarki (1997). Customer Delight: Foundations, Findings, and Managerial Insight. Journal of Retailing, 73 (3), pp.311-336.
    連結:
  77. Ostrom, A. & D. Iacobucci (1995). Consumer Trade-Offs and the Evaluation of Services. Journal of Marketing, Vol. 59, No.1, pp.17-28.
    連結:
  78. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(Fall), 41-50.
    連結:
  79. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1991). Understanding Customer Expectations of Service. Sloan Management Review, Spring: pp.39-48.
    連結:
  80. Preacher, K. J., & Hayes, A. F. (2008). Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models. Behavior Research Methods, 40(3), pp.879-891.
    連結:
  81. Reeves, C. A. & Bednar D. A. (1994). Defining Quality: Alternatives and Implications. Academy of Management Review, 19, 3, pp.419-450.
    連結:
  82. Reynolds, F. D., W. R. Darden and W. Martin (1974). Developing An Image the. Store-Loyal Customer. Journal of Retailing, Vol.50, No.4, pp.73-84.
    連結:
  83. Selnes, F. (1993). An Examination of the Effect of Product Performance on Brand Reputation Satisfaction and Loyalty. European Journal of Marketing, 27(9), pp.19-35.
    連結:
  84. Shoemaker, S., & Lewis, R. (1999). Customer loyalty: The future of hospitality marketing. International Journal of Hospitality Management, 25, 8, pp.345-370.
    連結:
  85. Smith, J. B. (1998). Buyer-seller relationships: similarity,relationship management, and quality. Psychology & Marketing, 15(1), 3-21.
    連結:
  86. Spreng, R.A., MacKenzie, S.C., & Olshavsky, R.W. (1996). A reexamination of the determinants of consumer satisfaction. Journal of Marketing, 60 (3), pp.15-52.
    連結:
  87. Srinivasan, S.S., Anderson R. and Ponnavolu K. (2002). Customer loyalty in e-commerce: an exploration of its antecedents and consequences. Journal of Retailing, 78(1), pp.41-50.
    連結:
  88. Sudhakar,C.J, Israel,D, Selvam,M, Britto,A.P.(2006). Service Loyalty Measurement Scale: A. Reliability Assessment. American Journal of Applied Sciences, 3.
    連結:
  89. Tellis, G. J. (1988).Advertising Exposure, Loyalty, and Brand Purchase: A Two-Stage Model of Choice. Journal of Marketing Research, 25, May, pp.134-144.
    連結:
  90. Westbrook, R. A. (1980). A rating scale for measuring product/service satisfaction. Journal of Marketing, 44, pp.68-72.
    連結:
  91. Williams, T. G (1974). Consumer Behavior Fundamental and Stra-tegies, St.Paul Minn:West Publshing Co.
    連結:
  92. Wong, A. & A. Sohal (2003), Service Quality and Customer Loyalty Perspectives on Two Levels of Retail Relationships. Journal of Services Marketing, 17(4/5), pp.495-513.
    連結:
  93. Zeithaml, Valerie A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52(July), pp.2-22.
    連結:
  94. Zeithaml, V. A., Berry, L.L., & Parasuraman, A. (1996). The behavioral consequence of service quality. Journal of Marketing, 60(2), pp.31-46.
    連結:
  95. 中文部份
  96. 方三保(1998),「顧客滿意與再次購買意關係之研究-以大台北地區量販店為例」,淡江大學碩士論文,台灣。
  97. 王槐平(1995),「95MCR速報解讀」,流通世界,第52期,28-33。
  98. 何雍慶、蘇雲華(1995),「服務行銷領域顧客滿意模式及服務品質模式之比較研究」,輔仁管理評論2卷,2期,頁37-64。
  99. 吳明隆(2005),「SPSS統計應用學習實務-問卷分析與應用統計」,第三版,台北:知城數位出版社。
  100. 沈憶譯(1991),「廣告策略指南: 廣告人必備手冊」,台北:世茂出版社。
  101. 周嘉俊(2007),「探討服務品質、商店形象、信任、知覺風險與顧客忠誠度之關係-以電子商店為例」,國立臺北商業技術學院商學研究所碩士論文,台灣。
  102. 尚郁慧(1996),「本國一般銀行顧客滿意度與忠誠度關係之研究」,淡江大學管理科學研究所碩士論文,台灣。
  103. 林隆儀與鄧子正(1998),「服務品質之意涵與衡量」,警學叢刊,第二十八卷,第六期,頁215~233。
  104. 林建山(1997),「現代服務業行銷學」,台北:環球經濟社商略印書館。
  105. 林桂田(2007),「顧客知覺價值,顧客滿意與顧客忠誠關係之實證研究-以連鎖餐廳為例」,大葉大學休閒事業管理學系碩士在職專班碩士論文,台灣。
  106. 林陽助(1996),「顧客滿意決定模式與效果之研究-台灣自用小客車之實證」,國立台灣大學商學研究所博士論文,台灣。
  107. 林隆儀(2009),「穿破金融海嘯」,台北:北商訊文化。
  108. 林裕翔(2002),「連鎖性便利商店顧客滿意度與忠誠度之研究」,淡江大學碩士論文,台灣。
  109. 徐文琪(1998),「顧客滿意與顧客忠誠關係之研究-以台北市機車市場為例」,私立大同工學院事業經營研究所碩士論文,台灣。
  110. 翁崇雄(2000),「服務品質評量模式之比較研究」,國立中山大學管理學術研究中心,中山管理評論,Vol.8,No.1,頁105-122。
  111. 張嘉惠(1998),「台中市量販店、超級市場及便利商店空間分佈之研究」,逢甲大學建築及都市計畫研究所碩士論文,台灣。
  112. 曹勝雄(2002),「觀光行銷學」,台北市:揚智文化。
  113. 許士威(2005),「連鎖加盟便利商店台北市消費者滿意度之研究」,萬能科技大學經營管理研究所碩士論文,台灣。
  114. 許嘉修(2009),「便利服務涉入在滿意度與忠誠度之間所扮演的角色-以便利商店為例」,南台科技大學商管專業學碩士論文,台灣。
  115. 陳正男、曾倫崇、張婷玥(2001),「連鎖便利商店服務品質、服務滿意度與加盟意向之關連性研究」,產業金融季刊,第112期,頁86-105。
  116. 陳耀茂(1997),「服務品質管理手冊」,台北:遠流出版事業股份有限公司。
  117. 陳耀茂(1999),「優良企業的經營策略」,品質管理月刊,2月,頁42-47。
  118. 黃俊英(2001),「多變量分析」,台北:中國經濟企業研究所。
  119. 黃春生(2000),「服務品質、關係品質與顧客度為意向關係之研究-以壽險業為例」,成功大學工業管理系碩士論文,台灣。
  120. 楊世瑩(2006),「SPSS統計分析實務」,台北:旗標出版。
  121. 楊錦洲(1997),「品質是競爭的最佳策略」,台北:華宇出版。
  122. 楊錦洲(2002),「服務業品質管理」,台北:三民出版社。
  123. 經濟部商業司(2000),「便利商店經營管理實務」,經濟部,台北市。
  124. 葉榮廷(2002),「連鎖便利商店加盟關係中止之研究」,國立高雄第一科技大學行銷與流通管理所碩士論文,台灣。
  125. 廖明豊(2004),「東豐自行車綠廊之遊憩吸引力、服務品質與遊客滿意度及忠誠度之研究」,南華大學旅遊事業管理學研究所碩士論文,台灣。
  126. 劉淑君(2004),「便利商店的經營模式與獲利模式之探討-以7-ELEVEN及全家便利商店為例」,義守大學資訊管理研究所碩士論文,台灣。
  127. 劉智宏(2003),「台灣綜合商品零售業之經營現況與趨勢分析」,國立高雄第一科技大學行銷與流通管理研究所碩士論文,台灣。
  128. 鄭博宇(2003),「台北市咖啡連鎖店服務品質管理與顧客滿意度之個案研究」,中國文化大學生活應用科學研究所碩士論文,台灣。
  129. 謝亞茹(2012),「服務品質及品牌形象對消費者滿意度與忠誠影響之研究-以百貨業為例」,臺北城市科技大學電子商務研究所,台灣。
  130. 鍾嘉琪(1998),「台灣便利商店連鎖力調查」,統一流通世界雜誌,頁33。
  131. 簡永在(2002),「顧客關係策略與顧客價值、滿意度及行為意向關聯性之研究」,國立台北科技大學商業自動化與管理研究所碩士論文,台灣。
  132. 闕芝穎(2004),「百貨公司服務品質、顧客滿意度、顧客忠誠度與消費者生活形態關係之研究-以台北市地區為例」,國立東華大學碩士論文,台灣。
  133. 魏啟林(1993),「策略行銷」,台北:時報文化。
  134. 顧致遠(1990),「服務業系統設計與管理模式之研究:以醫療服務系統驗證」,清華大學工業工程研究所博士論文,台灣。
  135. 網站部份:
  136. 全家便利商店官網:http://www.family.com.tw
  137. 新浪部落蔡璞-研發管理園地(2011),「連鎖便利商店產業分析」,國立虎尾科技大學學生研究報告,2011年6月27日取自,新浪部落蔡璞-研發管理園地,http://blog.sina.com.tw/tsaipwu/article.php?pbgid=38426&entryid=425770。
  138. 統一便利商店官網:http://www.7-11.com.tw/
  139. 萊爾富便利商店官網:http://www.hilife.com.tw/
  140. 英文部份
  141. A. C. Rosander (1980). Service Industry OC - The Challenge Being Met. Quality Progress, (Sep), pp.34.
  142. Albrecht, K. (1985). Achieving excellence in service. Training and Development Journal, Dec, 65.
  143. Bhote, K. R. (1996). Beyond Customer Satisfaction to Customer Loyalty: The Key to Greater Profitability. New York: American Management Association.
  144. Brown, G. H. (1952). Brand Loyalty-Fact or Fiction. Advertising Age, Vol.26 (January), pp.75-76.
  145. Charles D. Zimmerman (1985). Quality: Key to Service Productivity. Quality Progress, Jane, pp.32.
  146. Crosby, Philip B. (1979). Quality Is Free. McGraw-Hill, New York.
  147. Cunningham, Ross M. (1956). Brand loyalty - what, where, how much?. Harvard Business Review (39:7), pp.116-138.
  148. Czepiel, J.A., Larry JR., and Adebayo A. (1974). Perspectives on consumer satisfaction. AMA conference proceeding, AMA, Chicago, IL., pp.119-123.
  149. David A. Garvin (1984). What Does “Product Quality” Really Mean. Sloan Management Review, Fall, pp.25-43.
  150. Day, G. S. (1969). Two-Dimensional Concept of Brand Loyalty. Journal of Advertising Research, 9, pp.29-35.
  151. Drucker, P. F. (1950). The New Society. New York: William Heinemann.
  152. Engel ,James F., Roger D. Blackwell & D.J. Kollat (1978). Consumer Behavior, 3th ed., New York:Dryden Press. ,pp.174-175, pp.294-296.
  153. Frederick, R. F. and P. Schefter (2000). E-loyalty: Your Secret Weapon on the Web. Harvard Business Review, 78(4), pp.105-113.
  154. George, D., & Mallery, P. (2003). SPSS for windows step by step: A simple guide and reference. Boston, MA: Allyn and Bacon.
  155. Gustafsson, A. & Johnson, M., (2003). Competing in a Service Economy: How to Create a Competitive Advantage through Service Development and Innovation, San Francisco: Jossey-Bass.
  156. Hepworth, M. and P. Mateus (1994). Connecting Customer Loyalty To The Bottom Line. The Canadian Business Review, Vol. 21, Iss. 4, 1994, pp.40-43
  157. Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, Jr. W. E. and Schlesinger, L. A. (1994). Putting the service-profit chain to work, Harvard Business Review, 72, 2, pp.164-175.
  158. Howard, J. A., & Sheth, J. N. (1969). The Theory of Buyer Behavior. New York: John Wiley & Sons Inc.
  159. Jaccard, J. & Turrisi, R. (2003). Interaction effects in multiple regression. CA: Sage.
  160. Jacoby, J. (1971). A model of multi-brand loyalty. Journal of Advertising Research, Vol. 11, No. 3, pp. 25-31.
  161. Jones, T. O. & W. E. Jr. Sasser (1995). Why Satisfied Customer Defect. Harvard Business Review, Vol. 73, No. 6, pp.88-99.
  162. Juran, J. M. (1986). A universal approach to managing for quality. Quality Progress, 12, pp.19-24.
  163. Juran, J. M. (1989). Juran on Leadership for Quality. The Free Press, NY.
  164. Juran, J. M. (1995). A History of Managing for Quality. ASQC quality Press, Milwaukee,Wisconsin.
  165. Kotler, P., Ang, S. H., Leong, S. M., and Tan, C. T. (1996). Marketing Management: An Asian Perspective. Singapore: Prentice Hall, Inc.
  166. Kotler. Philip. (1996). Marketing management : Analysis, Planning, Implementation and Control (7th ed.). New Jersey, NJ: Prentice Hall.
  167. Lehtinen, U. and Lehtinen, J. R. (1982). Service Quality: A Study of Quality Dimension, Helsinki: Service Management Institute.
  168. Lewis, R. C, and B. H. Booms (1983). The Marketing Aspects of Service Quality, in EmergingPerspectives on Services Marketing. L. Berry, G. Shostack, and G. Upah, eds. Chicago: American Marketing.
  169. McClain, J.O., Thomas, L.J., and Maola, J.B. (1992). Operations Management: Production of Goods and Services (3rded.), Prentice-Hall, Inc.
  170. Nunnally, J. C. (1978). Psychometric theory, 2nd ed., McGraw Hill, New York.
  171. Oliver, R. L. (1981). Measurement at Evaluation of Satisfaction Processes in Setting. Journal of Retailing, vol. 57, no. 21.
  172. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailning, 64 (Spring), pp.12-41.
  173. Parasuraman, A., Zeithaml, V. A., & Berry, L. L.(1990). Delivering quality service. New York: The Free Press
  174. Peppers, D., M.Rogers, and B. Dorf (1999). Is your Company Ready for One-to-One Marketing. Harvard Business Review, Vol. 77 Issue 1, pp.151-160.
  175. Prus, A. & Brandt D. R. (1995). Understanding Your Customers. Marketing Tools, Jul/Aug., pp.10-14.
  176. Reichheld, F. F.,& Sasser, W. E. (1990). Zero defections: Quality comes to service. Harvard Business Review, 68, pp.105-111.
  177. Ryan, S.G. (1997), A Survery of Research Relating Accounting Numbers to Systematic Equity Risk, with Implications for Risk disclosure Policy and Future Research. , Accounting Horizons,pp.82-95.
  178. Sasser, W. E., Olsen, P. R., and Wyckoff, D. D. (1978). Management of Service Operations: Text, Case and Reading, Boston: Allyn and Bacon Inc., Boston.
  179. Schiffman, L. G. & Kanuk, L. L. (1991). Consumer Behavior, New Jersey: Prentice-Hall.
  180. Seybold, Patricia B. (1998). Customers.com: How to Create a Profitable Business Strategy for the Internet and Beyond. New York: Crown Business.
  181. Smith, Ruth A, and Michael J. Houston (1982). Script-Based Evaluations of Satisfaction with Services, in Emerging Perspectives on Service Marketing, L. Beny, G. Shostack, and G. Upah, eds. Chicago: American Marking, pp.59-62.
  182. Solomon, M.R.(1999). Consumer Behavior, 4th ed., Prentice-Hall, Upper Saddle River, NJ.
  183. Stanton, W.J., Etzel, M.J., and Walker, B.J. (1991). Fundamentals of Marketing(9th ed.), New York: McGrwa-Hill.
  184. Stum, D. L. and A. Thiry (1991). Building Customer Loyalty. Training and Development Journal, Vol.45, pp.34-36.
  185. Tabachnick, B. G., and Fidell, L. S. (2007). Using Multivariate Statistics . 5th ed. Boston: Allyn and Bacon
  186. Wakefield, R. L. (2001). Service quality. The Cpa Journal, 71(8), pp.58-60.
  187. Walters, C. G. and Paul, G. W. (1970) Consumer behavior: An integrated framework (3rd ed.), New York, Richard D. Irwin, Inc.
  188. Woodruff, R. B. (1993). Developing and applying consumer satisfaction research: implications for future research. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 6, pp.1-11.
  189. Wortzel, L. (1979). Multivariate analysis. N. J., Prentice Hall.
  190. Zeithaml, V. A., & Bitner, M. J. (1996). Services Marketing, New York, NY:. McGraw-Hill.
  191. Zeithaml, V. A., & Binter, M. J. (2000). Services Marketing, New York, NY: McGraw-Hill.
  192. Zeithaml, V. A., & Binter, M. J. (2002). Service Marketing: Integrating Customer Focus across the Firm, 3rd edition, McGraw-Hill, New York, pp.85-86.
Times Cited
  1. 陳道仁(2017)。自行車產業品牌形象與購買意願之研究-以顧客滿意度為干擾型中介之分析。樹德科技大學經營管理研究所學位論文。2017。1-73。
  2. 李易軒(2017)。台日航空運輸業消費者購買後行為之研究-以顧客滿意度為中介效果之分析。樹德科技大學經營管理研究所學位論文。2017。1-74。