隨著自由經濟的盛行及政府政策的開放，坊間許多檢驗、認證機構如雨後春筍般的成立，企業檢測使用者可以像採購商品般選擇自己最適用的檢驗、驗證機構來服務所需。隨著人們對品質意識的提升，不僅對檢驗、驗證的產品需要特別的期許，對檢測驗證機構人員的服務品質、專業能力亦是有多樣化的需求。
透過研究背景及文獻探討說明檢測服務產業特性與企業測試使用者在面對檢測服務機構所提供服務品質、專業能力、品牌信任及顧客忠誠度與行為意圖的影響。藉以探討檢測服務產業中，服務品質、專業能力、品牌信任對顧客忠誠度各構面間的影響，以及顧客忠誠度對行為意圖各構面間的關聯性。本研究架構共分為六部份，分別是「服務品質」、「專業能力」、「品牌信任」、「顧客忠誠度」、「行為意圖」及「企業基本資料」。研究採問卷調查法以受過檢測之企業使用者為研究對象，針對企業在職人員發放問卷。
本研究結果發現，針對國內檢測服務業為標的，服務品質、專業能力及品牌信任皆對顧客忠誠度產生顯著影響，且顧客忠誠度會進一步影響其行為意圖。掌握顧客忠誠度即可擁有對自身有利之競爭優勢，而產業的服務品質、專業能力及品牌信任除了會反映在顧客忠誠度上外，更會進一步具體落實成行為意圖。

With the prevalence of free market economy and open-door policy, many inspection and certification agencies have sprung up in the market. Enterprise testing users can choose their most suitable inspection and verification agencies to serve their needs just like purchasing commodities. As people become more aware of quality, not only special expectations are required for the products to be inspected and verified, but also the service quality and professional ability of the personnel of the inspection and verification institutions are also diversified.
In order to explore the influence of service quality, professional ability, brand trust on customer loyalty, and the correlation between customer loyalty and behavioral intention in the testing service industry. The study structure, which included "service quality", "professional ability", "brand trust", "customer loyalty", "behavioral intention" and "company profile". And the study adopted the questionnaire survey method, the object is the enterprise users who have been tested.
According to the study found that for the testing service industry, service quality, professional ability and brand trust all have significant impact on customer loyalty, and customer loyalty will further affect behavioral intentions. And the service quality, professional ability and brand trust of the industry will not only be reflected in customer loyalty, but also further concretely implemented into behavioral intentions.

論文審定書 i
誌謝 ii
中文摘要 iii
英文摘要 iv
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 5
第二章 文獻探討 7
第一節 服務品質 7
第二節 專業能力 14
第三節 品牌信任 17
第四節 顧客忠誠度 22
第五節 行為意圖 26
第三章 研究方法 28
第一節 研究架構 28
第二節 研究假設 29
第三節 問卷調查法 31
第四節 操作性定義與問項 31
第五節 資料分析 37
第四章 實證結果與資料分析 38
第一節 敘述性統計分析 38
第二節 研究變數之因素萃取 41
第三節 迴歸分析 50
第五章 結論與建議 58
第一節 結論 58
第二節 實務上的貢獻與建議 59
第三節 研究限制與後續研究建議 60
參考文獻 61
附錄一、全國認證基金會認可檢驗機構名錄 68
附錄二、問卷 70

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