The Study for the Influence of Service Quality and Relationship Value on Customer Satisfaction for Taiwan Water Corporat
郭璦玲、高立箴
E-mail: 9707305@mail.dyu.edu.tw
ABSTRACT
In view of most of the domestic researches about service quality are executed by the private enterprise. On the contrary, what are done by the state-run enterprise is extremely scarce. The affairs managed by the state-run enterprise such as water, electricity, etc.
Those are closely linked with people's livelihood. For said reasons, how to improve the level for the national quality of life will become more and more important. This research will study the relationship among service quality, relationship value and customer satisfaction for Taiwan Water Corporation This research is used by adopting the proportional slice sampling method with the questionnaire investigation, and the users who arrive at the Taiwan Water Corporation for dealing with the water affairs are this study’s objects. Otherwise, by offering 600 questionnaires in all, which total up to 441 copies are retrieved, and subtracting 45 copies of the invalid questionnaires. Then the effective questionnaires are 396 copies, the rate of recovery is 66 percent. The result of research finds that it has exact obviously influences among service quality, relationship value, and customer satisfaction. That is to say, (1) Enhancing service quality will help to improve user's cognitive relationship value to Taiwan Water Corporation; (2) Good relationship value will contribute to improving user's cognitive satisfaction to Taiwan Water Corporation ; (3) Enhancing service quality will conducive to improving user's cognitive satisfaction to Taiwan Water Corporation. In addition, it also finds that relationship value has some intermediary results between service quality and customer satisfaction.
Keywords : service quality ; relationship value ; customer satisfaction ; Taiwan water corporation Table of Contents
中文摘要 iii 英文摘要
iv 誌謝辭
vi 內容目錄 vii 表目錄
ix 圖目錄
xi 第一章 緒論 1 第
一節 研究背景與動機 1 第二節 研究目的
2 第三節 研究流程 2 第四節 研究範
圍與對象 4 第二章 文獻探討
5 第一節 台灣自來水公司服務現況 5 第二節 服務品質
8 第三節 關係價值 13 第四節 服務品質與關係價
值之關係探討 15 第五節 顧客滿意度 16 第六節
關係價值與顧客滿意度之關係探討 18 第七節 服務品質與顧客滿意度之關係探討 19 第三章
研究方法 21 第一節 研究架構
21 第二節 研究假設 21 第三
節 各變項之操作型定義與衡量 23 第四節 研究設計
27 第五節 資料分析方法 29 第四章 資料分析
與結果 31 第一節 基本資料說明
31 第二節 信效度分析 36 第三節 研究架構、研究假設之修
正 46 第四節 基本資料與各構面間之差異 48 第五節 相關分析
55 第六節 迴歸分析 57 第七節 路徑分
析 60 第五章 結論與建議 64
第一節 研究結論 64 第二節 研究意涵
66 第三節 研究限制與後續研究之建議 70 參考文獻
71 附錄A 問卷設計版
80 附錄B 問卷發放版 83
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