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研究生: 陳璿嬬
Hsuan-Ju Chen
論文名稱: 旅館業關係品質中介角色之實證研究
An Empirical Study of the Mediating Role of Relationship Quality of Hotel Industry
指導教授: 孫瑜華
Sun, Yu-Hua
學位類別: 碩士
Master
系所名稱: 人類發展與家庭學系
Department of Human Development and Family Studies
論文出版年: 2007
畢業學年度: 95
語文別: 中文
論文頁數: 139
中文關鍵詞: 顧客關係行銷關係品質
英文關鍵詞: Customer relationship management, Relationship quality
論文種類: 學術論文
相關次數: 點閱:374下載:39
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  • 台灣旅館產業發展蓬勃、競爭激烈,故如何留住現有的顧客是旅館業者努力的重點,顧客關係行銷便成為旅館業者重要的行銷策略。顧客關係行銷與傳統行銷不同處在於,它是與顧客創造永久的連結,而不是短暫的銷售,當業者與顧客建立關係後,便可獲得忠誠顧客,忠誠顧客即為旅館帶來利潤。本研究旨在探討旅館業關係品質之中介角色,研究顧客導向、關係銷售行為、銷售人員屬性及報酬是否會透過關係品質(信任、滿意度、承諾)影響認知忠誠、情感忠誠、意欲忠誠及行動忠誠。
    本研究以問卷調查方式,針對國內某國際觀光旅館住宿過之顧客進行網路問卷調查,共蒐集386份正式問卷,有效問卷為358份。問卷回收後,以SPSS及LISREL統計軟體進行分析。研究結果顯示:
    一、顧客導向不會透過信任、滿意度、承諾影響忠誠度。
    二、關係銷售行為不會透過信任、滿意度、承諾影響忠誠度。
    三、銷售人員屬性會透過滿意度影響認知忠誠、情感忠誠及意欲忠誠;銷售
    人員屬性也會透過承諾影響忠誠度,但不會透過信任影響忠誠度。
    四、報酬不會透過信任、滿意度、承諾影響忠誠度。

    An understanding of how to manage custome relationships effectively and efficiently is of imperative concern for both practitioners and academicians in recent years. Hoteliers are realizing that customers have different economic value to the company, and they are subsequently adapting their operating and marketing strategies accordingly. Nevertheless, some key issues of customer relationship management (CRM) has hardly been examined and studied. Thus, the primary purpose of this study was to explore and examine some of the antecedents and outcomes of quality CRM.
    A convenient sample of 358 was collected via internet questionnaires. The questionnaire was developed based on extensive literature review. SPSS 12.0 and LISREL 8.5 were employed to analyze the data collected. The results from a quantitative study provide evidence for the influence of types of antecedents of trust, satisfaction, and commitment in hotel-customer relationships. It is shown that salesperson’s attributes plays the important role in these relationships. The results also indicate that trust, satisfaction, and commitment significantly influence customer’s loyalty at different levels. Hence, relationship quality plays an important mediating role between salesperson’s attributes and customer’s loyalty. Findings can be used to develop more appropriate strategies by lodging industry as a whole.

    目錄 第一章 緒論...................1 第一節 研究背景及動機..........1 第二節 研究目的................5 第二章 文獻探討................7 第一節 顧客關係行銷............7 第二節 關係品質...............13 第三章 研究方法...............25 第一節 研究架構...............25 第二節 研究假設...............26 第三節 問卷發放...............29 第四節 問卷設計與變項之衡量....30 第五節 資料分析方法...........39 第六節 預試..................46 第四章 研究結果...............51 第一節 敘述性統計分析..........51 第二節 問卷之常態分配、信度與效度結果......54 第三節 結構方程模式分析.........98 第五章 結論與建議..............115 第一節 討論與結論..............115 第二節 研究限制................121 第三節 研究意涵與建議...........122 附錄一 正式問卷.................125 附錄二 SEM整體模式語法...........129 參考文獻.........................131 表目錄 表2-1-1 傳統行銷與顧客關係行銷比較表....9 表2-2-1 關係品質模式各構面............22 表3-4-1 顧客導向衡量項目.............31 表3-4-2 關係銷售行為衡量項目..........31 表3-4-3 銷售人員屬性衡量項目..........32 表3-4-4 報酬衡量項目..................33 表3-4-5 信任衡量項目..................34 表3-4-6 滿意度衡量項目................34 表3-4-7 承諾衡量項目..................35 表3-4-8 認知忠誠衡量項目...............36 表3-4-9 情感忠誠衡量項目...............36 表3-4-10 意欲忠誠衡量項目..............37 表3-4-11 行動忠誠衡量項目..............38 表3-6-1 預試之信、效度分析結果..........47 表4-1-1 樣本之基本資料分析..............51 表4-2-1 各變項之偏態與峰度係數...........54 表4-2-2 顧客導向題項之信度分析表.........57 表4-2-3 關係銷售行為題項之信度分析表......57 表4-2-4 銷售人員屬性題項之信度分析表......57 表4-2-5 報酬題項之信度分析表.............58 表4-2-6 信任題項之信度分析表.............58 表4-2-7 滿意度題項之信度分析表...........59 表4-2-8 承諾題項之信度分析表.............59 表4-2-9 認知忠誠題項之信度分析表..........59 表4-2-10 情感忠誠題項之信度分析表.........60 表4-2-11 意欲忠誠題項之信度分析表.........60 表4-2-12 行動忠誠題項之信度分析表.........60 表4-2-13 顧客導向因素分析表..............61 表4-2-14 關係銷售行為因素分析表..........62 表4-2-15 銷售人員屬性因素分析表..........62 表4-2-16 報酬因素分析表.................62 表4-2-17 信任因素分析表.................63 表4-2-18 滿意度因素分析表...............63 表4-2-19 承諾因素分析表.................63 表4-2-20 認知忠誠因素分析表.............63 表4-2-21 情感忠誠因素分析表.............64 表4-2-22 意欲忠誠因素分析表.............64 表4-2-23 行動忠誠因素分析表.............64 表4-2-24 顧客導向量表各題項相關係數矩陣...65 表4-2-25 關係銷售行為量表各題項相關係數矩陣..65 表4-2-26 銷售人員屬性量表各題項相關係數矩陣..66 表4-2-27 報酬量表各題項相關係數矩陣.........67 表4-2-28 信任量表各題項相關係數矩陣.........67 表4-2-29 滿意度量表各題項相關係數矩陣.......68 表4-2-30 承諾量表各題項相關係數矩陣.........68 表4-2-31 認知忠誠量表各題項相關係數矩陣.....68 表4-2-32 情感忠誠量表各題項相關係數矩陣.....69 表4-2-33 意欲忠誠量表各題項相關係數矩陣.....69 表4-2-34 行動忠誠量表各題項相關係數矩陣.....70 表4-2-35 觀察變項之偏態與峰度係數...........72 表4-2-36 顧客導向測量模式之參數估計表.......74 表4-2-37 未修正關係銷售行為測量模式之參數估計表...75 表4-2-38 修正後關係銷售行為測量模式之參數估計表...76 表4-2-39 未修正銷售人員屬性測量模式之參數估計表...77 表4-2-40 修正後銷售人員屬性測量模式之參數估計表...77 表4-2-41 未修正信任測量模式之參數估計表..........79 表4-2-42 修正後信任測量模式之參數估計表..........79 表4-2-43 未修正滿意度測量模式之參數估計表........80 表4-2-44 修正後滿意度測量模式之參數估計表........80 表4-2-45 承諾測量模式之參數估計表...............81 表4-2-46 未修正認知忠誠測量模式之參數估計表......82 表4-2-47 修正後認知忠誠測量模式之參數估計表......83 表4-2-48 未修正情感忠誠測量模式之參數估計表......84 表4-2-49 修正後情感忠誠測量模式之參數估計表......84 表4-2-50 未修正意欲忠誠測量模式之參數估計表......86 表4-2-51 修正後意欲忠誠測量模式之參數估計表......86 表4-2-52 未修正行動忠誠測量模式之參數估計表......87 表4-2-53 行動忠誠測量模式之參數估計表...........88 表4-2-54 修正後整體測量模式之參數估計表.........89 表4-2-55 整體測量模式之適配度檢定結果...........93 表4-2-56 觀察變項信度及潛在變項組合信度與平均變異抽取量..93 表4-2-57 潛在變項相關係數與信賴區間............96 表4-3-1 初始整體模式問項代號內容對照表.........99 表4-3-2 初始整體模式適配度檢定結果............101 表4-3-3 初始整體模式參數估計結果..............102 表4-3-4 整體模式修正前、後之適配度檢定結果比較表..105 表4-3-5 修正後整體模式參數估計結果............105 表4-3-6 研究假設檢定總表.....................109 表4-3-7 潛在變項路徑分析結構模型各項效果分解說明..112 圖目錄 圖3-1-1 本研究架構圖................25 圖3-5-1 研究假設模式之結構關係圖.....42 圖4-2-1 顧客導向測量模式參數估計圖....74 圖4-2-2 修正後關係銷售行為測量模式參數估計圖...76 圖4-2-3 修正後銷售人員屬性測量模式參數估計圖...78 圖4-2-4 修正後信任測量模式參數估計圖..........79 圖4-2-5 修正後滿意度測量模式參數估計圖........81 圖4-2-6 承諾測量模式參數估計圖...............82 圖4-2-7 修正後認知忠誠測量模式參數估計圖......83 圖4-2-8 修正後情感忠誠測量模式參數估計圖......85 圖4-2-9 修正後意欲忠誠測量模式參數估計圖......87 圖4-2-10 修正後行動忠誠測量模式參數估計圖.....88 圖4-2-11 修正後整體測量模式參數估計圖.........92 圖4-3-1 初始整體模式路徑圖...................98 圖4-3-2 初始整體模式參數估計值路徑圖.........104 圖4-3-3 修正後整體模式標準化估計值路徑圖......107 圖4-3-4 假設模式參數估計路徑圖...............108

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