標題 99N22-企業形象、服務品質、知覺價格、顧客滿意度與顧客忠誠 度關係之研究－以C保全公司為例 The Relationship Among Business Image, Service Quality, Perceived Price, Customer Satisfaction and Customer Loyalty -- A Study of the C Security Corporation
姓名 曾韋賓
指導教授 楊敏里 老師
畢業日期 2011/06
附件檔案 99N22Adobe PDF
參考連結
摘要 研究結果顯示，(1)企業形象、服務品質及知覺價格對顧客滿意度有顯著正向 的影響關係。(2)企業形象、服務品質及知覺價格對顧客忠誠度有顯著正向的影響 關係。(3)顧客滿意度對顧客忠誠度有顯著正向的影響關係。最後從探討顧客滿意 度的中介效果中發現：(1)企業形象會藉由顧客滿意度之中介效果，間接影響顧客 忠誠度。(2)服務品質會藉由顧客滿意度之中介效果，間接影響顧客忠誠度。(3) 知 覺價格會藉由顧客滿意度之中介效果，間接影響顧客忠誠度 因此，建議C保全公司必須提升其企業形象、服務品質與制定良好的產品價 格策略
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