The causality study of consciousness cognition and customer satisfaction of service trade of real estate of Taiwan: an..
黃素芬、魏文欽
E-mail: [email protected]
ABSTRACT
The customer satisfaction will become the enterprises’ competition edge when the enterprise figure out that customer eventually will influence final evaluation. The ser-vice quality is most often used as the approach for studying customer satisfaction. The real estate is very worthy; nevertheless, the trade course often involves the specialized decree. Under the information asymmetry conditions, it is easy to lead to illegal behav-iors, law suits as well as social costs. Under the orientation of customer first, the enter-prise is conducting ethical discipline, to obtain the customers’ trust, in order to provide differential service. It is critical to satisfy customer and enable the enterprise to conduct perpetually. Hence, this study establish a model of customer satisfaction with trade dif-ferentiation and restriction, to provide relevant applications and management implica-tions for the traders, consumer and even the government and society. This research based on relevant documents, to obtain following variables as the an-tecedent variables for customer’s satisfaction: service quality, ethics, customer's value, etc. This study takes Taiwan as the research scope;
include real estate agents and bro-kers industry. The person who own previous experiences will be considered as our ef-fective sample. The LISREL approach is used to investigate the causal relationships be-tween above constructs. The study finding that: (1) In the direct effect part: the causality of the customer satisfaction to the ethics has not been supported; service quality to cus-tomer satisfaction has been significantly supported; (2) In the indirect effects part: ethics and service quality through customer value significantly influence customer satisfaction.
Keywords : ethics ; service quality ; customer value ; customer satisfaction 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．．．．．．．．．．．．．
．．．．．．．．．．．．．．3 第三節 研究範圍及對象．．．．．．．．．．．．．．．．．．．．．．．．3 第 四節 研究流程及章節架構．．．．．．．．．．．．．．．．．．．．．．4 第二章 文獻回顧．．．．．．．．
．．．．．．．．．．．．．．．．．．．6 第一節 不動產定義、特性及不動產業．．．．．．．．．．．．．．．
．．．6 第二節 職業道德．．．．．．．．．．．．．．．．．．．．．．．．．．．13 第三節 服務品質．．．
．．．．．．．．．．．．．．．．．．．．．．．．20 第四節 顧客價值．．．．．．．．．．．．．．．．．．．
．．．．．．．．34 第五節 顧客滿意度定義、評量模式及國家顧客滿意度模式．．．．．．．．．37 第六節 職 業道德、服務品質、顧客價值以及顧客滿意度之關聯性．．．．．．54 第三章 研究方法．．．．．．．．．．．．．
．．．．．．．．．．．．．．56 第一節 研究架構與假設．．．．．．．．．．．．．．．．．．．．．．．．56 第二節 研究變數之操作性定義．．．．．．．．．．．．．．．．．．．．．58 第三節 問卷發放及量表設計．．
．．．．．．．．．．．．．．．．．．．．61 第四節 資料分析方法．．．．．．．．．．．．．．．．．．．．．
．．．．65 第四章 實證分析．．．．．．．．．．．．．．．．．．．．．．．．．．．79 第一節 樣本基本資 料分析．．．．．．．．．．．．．．．．．．．．．．．79 第二節 敘述性分析．．．．．．．．．．．．．．．．
．．．．．．．．．．82 第三節 相關分析．．．．．．．．．．．．．．．．．．．．．．．．．．．84 第四節 因素分析．．．．．．．．．．．．．．．．．．．．．．．．．．．86 第五節 信度與效度分析．．．．．．．．
．．．．．．．．．．．．．．．．88 第六節 LISRE 模式分析．．．．．．．．．．．．．．．．．．．．．．．
．91 第五章 結論與建議．．．．．．．．．．．．．．．．．．．．．．．．．．99 第一節 研究結論．．．．
．．．．．．．．．．．．．．．．．．．．．．．99 第二節 研究貢獻．．．．．．．．．．．．．．．．．．．．
．．．．．．．100 第三節 管理意涵．．．．．．．．．．．．．．．．．．．．．．．．．．．100 第四節 研 究限制與未來研究建議．．．．．．．．．．．．．．．．．．．．102 參考文獻 ．．．．．．．．．．．．．．．．
．．．．．．．．．．．．．．．104 附錄 研究問卷．．．．．．．．．．．．．．．．．．．．．．．．．．．
．121
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