博碩士論文 etd-0625119-185345 詳細資訊


[回到前頁查詢結果 | 重新搜尋]

姓名 蔡裕詳(Yu-Siang Cai) 電子郵件信箱 E-mail 資料不公開
畢業系所 企業管理學系研究所(Department of Business Management)
畢業學位 碩士(Master) 畢業時期 107學年第2學期
論文名稱(中) 服務品質和產品品質對顧客滿意度之影響–以水處理特用化學品公司為例
論文名稱(英) The Impact of Service Quality and Product Quality on Customer Satisfaction for Case Company of Water Treatment Speciality Chemicals
檔案
  • etd-0625119-185345.pdf
  • 本電子全文僅授權使用者為學術研究之目的,進行個人非營利性質之檢索、閱讀、列印。
    請遵守中華民國著作權法之相關規定,切勿任意重製、散佈、改作、轉貼、播送,以免觸法。
    論文使用權限

    紙本論文:1 年後公開 (2020-07-25 公開)

    電子論文:使用者自訂權限:校內校外均不公開

    論文語文/頁數 中文/73
    統計 本論文已被瀏覽 5579 次,被下載 0 次
    摘要(中)   世界經濟論壇(World Economic Forum)發表的The Global Risks Report 2018中提到,水資源危機在過去七年,一直是影響全球的主要風險之一,可用的淡水品質和數量顯著下降,將會對全球造成有害影響。在缺水危機的衝擊下,國內各產業的工業用水大戶,近幾年均不斷投資廢水處理設備,並提高製程用水的回收率,以因應在水資源缺乏的環境下對產業產生的衝擊。而水處理特用化學品主要用於改良水質特性和維護製程設備,在水資源產業中扮演著不可或缺的角色。
      本研究目的為探討影響水處理特用化學品產業「顧客滿意度」的相關變數,利用服務品質、產品品質的構面作為衡量基準,透過問卷抽樣調查的方式,以國內某水處理特用化學品公司為例,依營業額篩選出60家顧客,並針對具有採購或決定權的產品使用單位主管或承辦人員進行調查。在民國105至107年間連續三年共計回收147份有效問卷,有效問卷回收率為81.6%。並使用SPSS 24.0統計軟體進行資料分析,分析方法有信度分析、敘述統計分析、變異數分析、相關分析和迴歸分析等。
      本研究結果顯示:服務品質的可靠性、反應性、同理心和有形性構面,以及產品品質的產品功能和產品價值構面,均會對水處理特用化學品的顧客滿意度產生顯著正向影響。研究結果可提供給相關企業制定經營策略及改善營運績效參考之用。
    摘要(英) According to The Global Risk Report 2018 published by the World Economic Forum, the water crisis has been one of the major risks of global influence. Under the impact, industrial users invested in water treatment equipment and increased the recovery rate of water. Water treatment speciality chemicals are used to improve water quality and maintain process equipment, which is indispensable in the industry.
    The purpose of this study is to explore the relevant variables affecting the “customer satisfaction” of the speciality chemicals industry for water treatment. Use the facet of service quality and product quality as the dimensions and take a domestic water treatment speciality chemicals company as an example. From 2016 to 2018, 147 valid questionnaires were collected, and the response rates was 81.6%. The SPSS 24.0 statistical software was used for data analysis. The analysis methods included reliability analysis, narrative statistical analysis, variance analysis, correlation analysis and regression analysis.
    The results show that the reliability, responsiveness, empathy and tangibles of service quality, as well as product function and product value of product quality, have positive effect to customer satisfaction in water treatment speciality chemicals. The results of the study can be provided to the relevant companies to develop business strategies and improve operational performance.
    關鍵字(中)
  • 水處理
  • 特用化學品
  • 顧客滿意度
  • 產品品質
  • 服務品質
  • 關鍵字(英)
  • Water treatment
  • Speciality chemicals
  • Service quality
  • Customer satisfaction
  • Product quality
  • 論文目次 論文審定書 i
    摘要 ii
    Abstract iii
    第一章 緒論 1
    第一節 研究背景 1
    第二節 研究動機 2
    第三節 研究目的 3
    第四節 研究流程 4
    第二章 文獻探討 5
    第一節 特用化學品與水處理產業現況探討 5
    第二節 服務品質 8
    第三節 產品品質 17
    第四節 顧客滿意度 20
    第三章 研究方法 24
    第一節 研究架構和假說 24
    第二節 研究變數與定義 26
    第三節 研究設計 30
    第四章 資料分析 34
    第一節 問卷回收情形與信度分析 34
    第二節 樣本結構分析 36
    第三節 敘述統計分析 38
    第四節 背景屬性在研究變項上之變異數分析 43
    第五節 服務品質、產品品質與顧客滿意度之相關分析 48
    第六節 服務品質、產品品質對顧客滿意度之迴歸分析 50
    第五章 結論 53
    第一節 研究結論 53
    第二節 研究發現與建議 55
    第三節 研究限制 57
    參考文獻 58
    附錄 64
    參考文獻 一、 中文文獻
    尤浚達. (2004). 特用化學品產業定義與特性之探討. Retrieved from https://www2.itis.org.tw/netreport/NetReport_Detail.aspx?rpno=5BB873F5229FBBAA48256EE1005ED0E1:
    王彥如. (2018). 旅館餐飲服務品質與旅客再宿意願相關性之探討-以康橋連鎖旅館為例. (碩士). 國立中山大學, 高雄市.
    行政院. (2012). 台灣產業結構優化-三業四化(創造業服務化、服務業科技化及國際化、傳統產業特色化)行動計畫
    林玫玫. (2005). 服務品質與顧客滿意度關係之研究. 第一屆管理與決策 2005 年學術研討會特刊, 287-294.
    林國權. (2012). 淺談水資源處理特用化學品市場概況. Retrieved from https://www2.itis.org.tw/NetReport/NetReport_Detail.aspx?rpno=206522833&industry=3&ctgy=31&free=1:
    林陽助, 林秀貞, & 李宜致. (2007). 體驗行銷, 顧客滿意度與顧客忠誠度關係之研究-以大台北地區連鎖咖啡店為例. 顧客滿意學刊, 3(2), 57-94.
    孫志敏. (2007). 電業服務品質與顧客滿意度之探討-以台電公司科學園區用戶為例. (碩士). 國立中山大學, 高雄市.
    陳柏憲. (2010). 『顧客關係、品牌知名度、企業形象、服務品質、顧客滿意度與顧客忠誠度間關係之研究』—以國內醫療器材業為例. (碩士). 國立交通大學, 新竹市.
    陳育誠, 邱純慧 (2018). 2018特用化學品產業年鑑. 工研院IEK
    陳寶宜. (2013). 影響自有品牌購買意願的因素之研究─以家樂福量販店為例. (碩士). 國立中山大學, 高雄市.
    黃逸甫. (2004). 服務品質, 價格, 品牌形象與品牌個性對顧客滿意度之影響—以銀行業為例. 廣告學研究,(21), 53-80.
    鄭莞蓉. (2012). 餐飲業服務品質與顧客滿意度之研究. (碩士). 國立中山大學, 高雄市.
    蕭源林. (2005). 化學產業高值化研發部門創新管理關鍵成功因素之研究. (碩士). 國立中山大學, 高雄市.
    謝莉伶. (2016). 顧客關係、產品品質、服務品質、價格與顧客滿意度和顧客忠誠度之相關性研究—以面板業為例. (碩士). 元智大學, 桃園縣.
    闕山晴. (2002). 顧客滿意度與忠誠度之研究-以西式速食業為例. (碩士). 國立臺灣科技大學, 台北市.
    二、 英文文獻
    Abbott, L. (1955). Quality and competition: an essay in economic theory. New York: Columbia University Press., 126-127.
    Berry, L.L. (1983) Relationship Marketing. In: Berry, L.L., Shostack, G.L. and Upala, G.D., Eds., Emerging Perspectives on Services Marketing, American Marketing Association, Chicago, 25-80.
    Bitner, M. J., Zeithaml, V. A., & Gremler, D. D. (2010). Technology’s impact on the gaps model of service quality. Handbook of service science, Springer. 197-218
    Bolton, R. N., & Drew, J. H. (1991). A multistage model of customers' assessments of service quality and value. Journal of consumer research, 17(4), 375-384.
    Brightman, R. (1956). Perkin and the Dyestuffs Industry in Britain. Nature, 177(4514), 815-821.
    Cardozo, R. N. (1965). An experimental study of customer effort, expectation, and satisfaction. Journal of marketing research, 2(3), 244-249.
    Ciavolino, E., & Dahlgaard, J. J. (2007). ECSI–customer satisfaction modelling and analysis: a case study. Total Quality Management, 18(5), 545-554.
    Cronbach, L. J. (1951). Coefficient alpha and the internal structure of tests. psychometrika, 16(3), 297-334.
    Devlin, S. J., & Dong, H. (1994). Service quality from the customers' perspective. Marketing Research, 6(1), 4.
    Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American customer satisfaction index: nature, purpose, and findings. Journal of marketing, 60(4), 7-18.
    Garvin, D. (1987). Competing on the eight dimensions of quality. Harv. Bus. Rev., 101-109.
    Garvin, D. A. (1984). What Does “hltoduct Quality” Really Mean. Sloan management review, 25.
    Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of marketing, 18(4), 36-44.
    Guilford, J. P. (1950). Fundamental statistics in psychology and education, 2nd ed. New York, NY, US: McGraw-Hill.
    H. Lovelock, C., & Wirtz, J. (2011). Services Marketing: People, Technology, Strategy, 7th edition (Vol. 18).
    Hague, P., & Hague, N. (2016). Customer satisfaction surveys & research: How to measure CSAT. (available at https://www.b2binternational.com/publications/customer-satisfaction-survey/).
    Hair, J. F., Anderson, R. E., Tatham, R. L., & William, C. (1998). Black (1998), Multivariate data analysis. In: Upper Saddle River, NJ: Prentice Hall.
    Hill, N., Roche, G., & Allen, R. (2007). Customer satisfaction: the customer experience through the customer's eyes: The Leadership Factor.
    IHS Markit. (2018), “Overview of the Specialty Chemicals Industry” (Published August 2018, available at https://ihsmarkit.com/products/specialty-chemicals-industry-scup.html).
    Juran, J. M. (1986). The quality trilogy. Quality progress, 19(8), 19-24.
    Kotler, P. (1997). Marketing Management Analysis, Planning, Implementation And Control, Practice Hall International. Inc. Upper Saddle River, New Jersey.
    Kotler, P. (2000). Marketing management: The millennium edition. Marketing management, 23(6), 188-193.
    La Londe, B. J., & Cooper, M. C. (1988). Customer service: a management perspective: The Council.
    LaBarbera, P. A., & Mazursky, D. (1983). A longitudinal assessment of consumer satisfaction/dissatisfaction: the dynamic aspect of the cognitive process. Journal of marketing research, 20(4), 393-404.
    Lefkoff-Hagius, R., & Mason, C. H. (1993). Characteristic, beneficial, and image attributes in consumer judgments of similarity and preference. Journal of Consumer Research, 20(1), 100-110.
    Lewis, R., Booms, B., Berry, L. L., Shostack, G. L., & Upah, G. (1983). Emerging perspectives on services marketing. L. Berry, G. Shostack, & G. Upah. Chicago: American Marketing Association.
    Londe, B. J. L., Cooper, M. C., Noordewier, T. G., & Management, C. o. L. (1988). Customer Service: A Management Perspective: The Council.
    Lovelock, C., & Wirtz, J. (2004). Services marketing: people, technology, strategy. Journal of Services Marketing, 18(5), 413-414.
    MarketsandMarkets Research Private Ltd. (2017), “Water Treatment Chemicals Market by Type (Coagulants & Flocculants, Corrosion Inhibitors, Scale Inhibitors, and Biocides & Disinfectants), End User (Municipal, Power, Oil & Gas, and Mining), Region - Global Forecast to 2022” (Published September 2017, available at https://www.marketsandmarkets.com/Market-Reports/water-treatment-342.html).
    Mallery, P., & George, D. (2003). SPSS for Windows step by step: a simple guide and reference. Allyn, Bacon, Boston.
    Namkung, Y., & Jang, S. (2008). Are highly satisfied restaurant customers really different? A quality perception perspective. International Journal of Contemporary Hospitality Management, 20(2), 142-155.
    Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retail settings. Journal of retailing.
    Oliver, R. L. (1999). Whence consumer loyalty? Journal of marketing, 63(4_suppl1), 33-44.
    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(4), 41-50.
    Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of retailing, 64(1), 12.
    Payne, A. (1995). Relationship marketing: a broadened view of marketing. Advances in relationship marketing, 29-40.
    Reizenstein, R. (2004). Customer. Encyclopedia of health care management, 119.
    Tao, F. (2014). Customer relationship management based on increasing customer satisfaction. International Journal of Business and Social Science, 5(5).
    World Economic Forum (2018) The global risks report 2018, 13th edn. Published by the World Economic Forum within the framework of The Global Competitiveness and Risks Team, Geneva,
    Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. Journal of marketing, 52(3), 2-22.
    Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2006). Services marketing: integrating customer focus across the firm: McGraw-Hill New York.
    Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1985). Problems and strategies in services marketing. Journal of marketing, 49(2), 33-46.
    口試委員
  • 李澄賢 - 召集委員
  • 陳媛玲 - 委員
  • 黃明新 - 指導教授
  • 口試日期 2019-07-10 繳交日期 2019-07-25

    [回到前頁查詢結果 | 重新搜尋]


    如有任何問題請與論文審查小組聯繫