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中華科技大學 企業管理系 專題研究報告 - PowerPoint PPT Presentation


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各量販店服務品質 / 顧客滿意度與顧客忠誠度之研究 -以大 台北內湖地區家樂福 / 愛買 / 大潤發為例. 中華科技大學 企業管理系 專題研究報告. 企管四甲 學生:鄭景濃 張婉薐 蘇哲民 林仕杰 李鴻緯 李哲豪    何宜潔     指導教授:傅敬群 教授. 目錄. 第一章、緒論 一、研究背景與動機 二、研究目的 三、研究流程 第二章、文獻探討 一、量販店的定義 二、服務品質的定義與衡量

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中華科技大學 企業管理系 專題研究報告

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1.

2.

3.

1.

2.


(Mazumdar and Monroe1990)



1.

2.

3.


1.1


  • 1991

  • 1992

    1.

    2.

    3.

    4.

    5.

    6.

    7.


  • 1993

  • 1994

  • 1999Kotler

  • 2001

  • 2002


  • Sasser Olsen and Wyckoff (1978) (service level) (service quality) (expected service level) (perceived service level)

  • Olshavsky (1985)

  • Parsuraman Zeithaml and Berry (1985)

  • Spreng and Mackoy (1996)

  • Armstrong and Kotler(2005)


Parasuramanetal.SERVQUAL 1988

ParasuramanZeithamlBerry(PZB)1988SERVQUALSERVQUAL

ParasuramanZeithamlBerry(PZB)1991SERVQUALSERVQUALSERVQUAL


  • FornellAnderson and Sullivan (1992)

  • BouldingKalraStaelin and Zeithaml (1993)

  • Anderson and Sullivan (1993)

  • Heskett1994)

  • Rust and Oliver(1994)

  • Zeithaml and Bitner (1996)


  • Parasuraman(1988)

  • HurleyEstelami1998

  • Michael2002

  • 2004

  • 2004


  • Cardozo(1965)

  • Hempel(1977)

  • Westbrook(1980)

  • Oliver(1981)

  • Kotler (1991)

  • Fornell (1992)

  • Kotler(1999)


  • Dick and Basu (1994)

  • Jones and Sasser (1995)

  • Bhote (1996)

  • Oliver Rust and Varik (1997)


  • Kandampully (1998)

  • Smith (1998)

  • Singh and Sirdeshmukh (2000)

  • Griffin (1995)


Fornell (1992) (Customer Satisfaction IndexCSI)

1.

2.

3.

4.

5.


Heskettetal(1994)

2.1

Heskett Jones Loveman Sasser and Schlesinger Putting the Service-ProfitChain to Work Harvard Business Review March-April 1994:166.


-

  • 19591963Hypermarket1999Promodes

  • 29110002004726.6843

  • 19871989

  • 2006TESCO40


-

  • Far Eastern AMart182009175.796%2.69

  • 1990199981800160

  • Groupe CasinoGant200073


-

  • 1996

  • 1990 24

  • 19971212008335.4631.04%10.4238.9%2009404.31693.3620.5%

  • 16.7%10.85%Groupe Auchan SA67%



Likert scale16

63

2319

COSTCO



SPSSKMO(01)1Bartlett(Sig.<0.05)KMO1KMO>0.8KMO>0.7KMO<0.5KMO0.950(01)<0.05(<0.05)SPSS0.7(a>0.70.7>a>0.5a<0.35)0.7




6.1


6.1


1.

H1

6.2--

Sig.=0.227>0.05


H2

6.3--

Sig.=0.224>0.05


H3

21

H4

6

H5

7


2.--

t0

H0bi=0

H1bi0

H0

Sig.=0.737>0.000

6.4--


.--

t0

H0bi=0

H1bi0

H0

Sig.=0.345>0.000

6.5--





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