服務品質、顧客滿意度與顧客忠誠度之研究 以高雄地區...
TRANSCRIPT
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SPSS12.0
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169 69.83%
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Keywords: Service quality, customer satisfaction, customer loyalty, Starbucks Coffee
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2
2002200310%(
)
85C
70%10%
1998
(American Marketing Association,AMA)
Juran(1974)()
(internal qualities)()(hardware qualities)()(software qualities)()
(time promptness)()(psychological qualities)
Kotler 1996
-
3
Duka, Alan
Connell University
(Andrew 2002)
(Parasuraman, Valarie Leonard 1985)
Kotler(2003)Parasuraman,
Zeithaml Berry (1985)
Gronroos
(1984)
Parasuraman, Zeithaml Berry (1988)SERVQUAL
SERVQUAL
1.
2.
3.
4.
5.
Parasuraman, Zeithaml Berry (1985)
Parasuraman, Zeithaml Berry1988SERVQUAL
SERVQUALSERVQUAL
SERVQUA
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4
Kotler, 1991Fecikova, 2004
Fornell, 1992Peterson & Wilson,
1992
()
Cardozo1965
Spreng & Olshavsky, 1993Yi1990
Oliver, 1981Bloemer Odekerken-Schroder2002
Oliver2006
Jones & Suh, 2000Cronin Taylor
1992
Oliver1981Bitner
1990Host Knie-Andersen2004
2006
Jones Suh2000Garbarino
Johnson1999
Churchill Surprenant1982
Fornell1992
Zins2001
Parasuraman, Zeithaml, Berry1994
Boulding,
Kalra, Staelin, Zeithaml1993
Host Knie-Andersen2004
Giese Cote2000
Caruana2002
Cronin, Brady,
Hult2000
Bloemer Ruyter1998 Bloemer Kasper1995
Oliver1980
Roest Pieters1997
-
5
()
Pizam Ellis1999
Liu Shu1999
85.1%
Andaleeb Conway2006 4
Gupta, McLaughlin, Gomez
2007Veloutsou, Gilbert, Moutinho,
Goode2005
2000
3 2008
2002
7 2003
2006
OBrien & Jones,1995Pritchard & Howard, 1997
Gounaris &Stathakopoulos, 2004
Zins, 2001
Dai, Graefe, & Parks, 2002
()
Pessemier, 1959Day,1969Jacoby & Kyner,
1973
Bowen & Chen, 2001Zins, 2001
proportion ofpurchasepurchase
sequenceprobability of purchaseTellis1988
Selnes1993
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6
Zeithaml,
Berry, Parasuraman1996
Brunner, Stcklin, Opwis2008
Day, 1969
Jacoby& Kyner, 1973Jacoby & Chestnut, 1978
Gounaris & Stathakopoulos, 2004Bowen Shoemaker1998
Jones
Sasser1995Oliver1999
Newman Werbel1973
Dick Basu1994
Jacoby Kyner1973
Bloemer Ruyter1998
Tepeci1999
Bowen Chen
2001
Dimitriades2006
()
Pessemier1959
Day1969
Jacoby
Kyner1973
Jacoby& Chestnut, 1978Jacoby Chestnut 53
3
Dimitriades, 2006Bowen Chen2001
engagementallegianceZins2001
price tolerancecomplaint behavior
Bettencourt, 1997Morgan Hunt1994
Day1969Pritchard
Howard1997
Chaudhuri Holbrook2001
2008
Yi & La, 2004Baloglu2002
proportion ofvisittime spent
cooperationswitching cost
Backman Crompton1991b
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7
Reich,McCleary, Tepanon, Weaver2005
1
Backman Crompton1991
Pritchard Howard1997
(,2009)
()
4 true
loyaltylatent loyaltyspurious loyaltylow loyalty 4
Backman & Crompton, 1991bDick & Basu,1994Pritchard & Howard,1997Zins, 2001Baloglu,
2002Gounaris & Stathakopoulos,2004Baloglu2001
.
2
()
Zins, 2001Baloglu, 2002
Bloemer & Kasper, 1995
BalogluShoemaker & Lewis, 1999
Gounaris & Stathakopoulo
s, 2004
BalogluBloemer & Kasper, 1995Baloglu
Dick & Basu, 1994Shoemaker & Lewis
Bloemer & Kasper
Gounaris & Stathakopoulos
BalogluShoemaker & Lewis
Dick & Basu,
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8
1994
Baloglu,2002
Dick
& Basu, 1994 4
3
(,2009)
Yim Kannan1999
Backman Crompton1991b
Pritchard Howard1997
Zins2001
Baloglu2002
3 Baloglu
Baloglu2002
55
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9
50.9% 100,000 58.5
36.1% 100,000 54.5
29.0% 100,000 58.4 29.4%
100,000 60.6 Baloglu2001 Pritchard Howard1997
50.1
45.4 45.2
43.2 Curasi Kennedy2002
2003
15,366
70,947 16,437
4:
4
2005
2008
-
747
2008
38
-
10
2009
2008
Starbucks
25
6 9 7
8
2007
Schmitt
(1999)
2007
4
2005
116
LISREL
2002
--
StarbucksKOHIKAN
()
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11
1998 1 1 Starbucks Coffee
International
Starbucks Coffee
Starbucks Coffee International Starbucks Coffee
Company Starbucks Coffee Company
Starbucks Coffee
1967
Starbucks Coffee Company
Starbucks
2002
(Starbucks) 1971
(Starbuck)
logo
Starbucks Coffee,Tea
and Spice1987 Howard Schultz)
logo
30 TAZO
5
1998
1 1
3 28 Starbucks Coffee
1999 921
-
12
2000
Starbucks Coffee
Starbucks
Blue Note Blend
21 1,260
2000
2001
Frappuccino
(Coffee Master)
2002
100
-
13
2003
(www.starbucks.com.tw)
2004
?
2005
Grounds for Your Garden
1,500
RTD
2006 Cheers
-
RTD
RTD
2007 Cheers
200
3,650
-
14
2008 Cheers
2008
2009
Masterna
Starbucks B&W(Bowers & Wilkins)
Facebook
2010 -
Cheers
(:)
236 1
-
15
1 ()
-
16
2
-
17
3
6
()
()6
()
()6
-
18
SERVQUALLikert
15
Likert
15
Likert
15
()
100214
31724224273169
69.8%
()
1.
2.
53.8%
21 30 39.1%43.2%
24.9%53.8%40,001-50,000
18.9%34.3%
101-20051.5%
18.3%6 329.0%
142.6%1-245.0%
-
19
()
47%37%36%
43%44%
54%
()
60%51%
46%
()
-
42%-46%-
1-245%-100%31%
Pearson
0.649
0.5490.452
7962
1612
101-200201-300
18.8%
17.7%33.3%
24.1%
15
154.1415
4.694.3314
4.3913.86
129
-
20
4.132
94.4494.44
4.085
3.85
()
()
101-200
201-300
()
15
15
4.69
4.33
4.39
3.86
()
12
15
4.44
-
21
4.08
4.44
3.85
47%37%9%7%
()
()
()
[1] 2003
[2] 96 6 5-13 2007
[3]
-
22
6 37-54 2007
[4] 2000
LISREL 28(4)25-36
[5] (2008)
3035-61
[6] -
98 6 1-105 2009
[7] 34
127-140 2008
[8] 2008
[9] 2006
[10] 2003
[11] Kotler P.2003 11
[12] Baloglu, S. (2002). Dimensions of customer loyalty: Separating friends from wellwishers. The
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