政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/49590
English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  Items with full text/Total items : 113822/144841 (79%)
Visitors : 51768486      Online Users : 561
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
    •  Adv. Search
    Home ‧ Login ‧ Upload ‧ Help ‧ About ‧ Administer Goto mobile version
    政大典藏 > College of Commerce > Advanced MBA, NCCU > Theses >  Item 140.119/49590


    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/49590


    Title: 影響線上唱歌網站之顧客忠誠度之整合模式研究
    Influence on Customer Loyalty of Online KTV–An Integrated Model
    Authors: 向玲萱
    Contributors: 張愛華
    向玲萱
    Keywords: 服務品質
    服務價值
    虛擬社群
    顧客忠誠度
    線上唱歌
    Date: 2008
    Issue Date: 2010-12-08 14:36:41 (UTC+8)
    Abstract: 本研究以「線上唱歌網站」為研究標的，探討使用者對於線上唱歌網站所重視的服務內容，以及影響其顧客忠誠度之重要因素。透過與線上唱歌服務的業者訪談，並回顧相關文獻，以提高顧客忠誠度為課題，探討服務品質、服務價值、虛擬社群及顧客忠誠度之間的關係。
    本研究以個案線上唱歌網站的會員為研究對象，並且與國內各家線上唱歌業者進行訪談，設計本研究架構與內容。其後對個案公司的會員進行網路問卷調查，蒐集使用者的意見進行分析，提出結果與建議，作為線上唱歌網站服務方向及經營管理之參考。研究結果如下：
    一、 使用者對線上唱歌網站的認知服務水準會影響其整體服務品質
    二、 整體服務品質對服務價值有正向影響
    三、 不同的使用動機對不同構面的服務品質之期望服務水準有顯著不同
    四、 虛擬社群參與度對使用者顧客忠誠度有正向影響
    五、 服務價值在整體服務品質對顧客忠誠度之關係具中介作用
    六、 服務價值與使用者顧客忠誠度有正向影響
    Reference: 一、中文部分
    1. 杜明南(2005)，「建築業服務品質、服務價值、知覺犧牲、滿意度與顧客行為意向之相關性研究-以台南地區為例」，國立成功大學高階管理碩士在職專班碩士論文。
    2. 李郁菁(2000)，「影響虛擬社群成員忠誠度產生之因素探討」，國立中山大學資訊管理研究所碩士論文。
    3. 李森峰(2004), 「服務品質、服務價值、顧客滿意度與行為意向關連性之研究--以統一超商物流服務為實證」，國立成功大學管理學院高階管理碩士在職專班碩士論文。
    4. 紀姿吟(2005)，「交友網站社群經營模式之研究」，國立中原大學資訊管理學系碩士論文。
    5. 俞洪亮、蔡義清、莊懿妃(2007)，商管研究資料分析：SPSS的應用，華泰文化。
    6. 洪世揚(2001)，「理財網站線上服務服務品質之研究－以理財內容網站為例」，國立台灣科技大學企業管理系碩士班碩士論文。
    7. 陳怡君(2003)，「品質競爭之成本結構變異分析-以國內KTV產業為例」，國立政治大學財政研究所碩士論文。
    8. 產業情報研究所(2007)，「從Web2.0趨勢看網路大廠經營模式研究」。
    9. Armstrong, A. G. & Hagel, J. Ⅲ（1998）. Net Gain：Expanding Markets Through VirtualCommunities。朱道凱譯。網路商機－如何經營虛擬社群。台北：麥田。

    二、英文部分
    1. Barnes, S.J. & Vidgen, R. T. (2003), “An integrative approach to the assessment of e-commerce quality”, Journal of Electronic Commerce Research, 3(3), pp.114-127.
    2. Bolton, R.N. & Drew, J. H. (1991). “A Multistage Model of Customer’Assessments of Service Quality and Value,” Journal of Consumer Research,Vol. 17, pp. 875-884.
    3. Bowen, J.T. & Shoemaker, S. (1998),“ Loyalty: A strategic commitment”, Cornell and Hotel Restaurant Administration Quarterly, 39(1), pp.12-25.
    4. Bowen J.T. & Chen S.L.(2001),“The relationship between customer loyalty and customer satisfaction”, International Journal of Contemporary Hospitality Management,13, 4/5, pp. 213.
    5. Brady, M.K. (2001), “Some new thoughts on conceptualizing perceived service quality: A Hierarchical Approach”, Journal of marketing, 65(3), 34-49.
    6. Bressolles, G. (2006), “Electronic service quality: NetQual—Proposition of a measurement scale to commercial Web sites and moderating effects”, Recherche et Applications en Marketing, 21(3), pp.19-45.
    7. Bressolles, G. & Nantel,J. (2008), “The Measurement of Electronic Service Quality: Improvements and Application”, International Journal of E-Business Research, Volume 4, Issue 3.
    8. Chang L. & Kirk P. A. (2000), “Exploring the factors associated with Web site success in the context of electronic commerce”, Information & Management 38, pp.23-33.
    9. Chia-Hui Yen and Hsi-Peng Lu (2008), “Effects of e-service quality on loyalty intention: an empirical study in online auction”, Managing Service Quality, Vol. 18 No. 2, 2008, pp. 127-146.
    10. Cronin Jr,J.J. & Taylor, S.A.(1992), “Measuring Service Quality: A reexamination and extension”, Journal of Marketing, 56, 55-68.
    11. Dabholkar, P.A., Shepherd, C.D. & Thorpe, D.I.(2000), “A Comprehensive Framework for Service Quality : An Investigation of Critical Conceptual and Measurement Issues through a Longitudinal Study”, Journal of Retailing, 76(2), 139-173.
    12. DeLone, W. & McLean, E.(2004), “Measuring e-Commerce Success: Applying theDeLone & McLean Information Systems Success Model”, International Journal of Electronic Commerce, Fall 2004, Vol. 9, No. 1, pp. 31–47.
    13. De Ruyter, K., Wetzels, M. and Kleijnen, M. (2001), “Customer adoption of e-service: an experimental study”, International Journal of Service Industry Management, Vol. 12 No. 2, pp. 184-207.
    14. Dick, A.S. & Basu, K.(1994),“Customer loyalty: toward an integrated conceptual framework”, Journal of the Academy of Marketing Science, Vol. 22 No. 2, pp. 99-113.
    15. Edvardsson, B., Johnson, M.D., Gustafsson, A. and Strandvik, T. (2000), “The effects of satisfaction and loyalty on profits and growth: products versus services”, Total Quality Management, Vol. 11, pp. 917-27.
    16. Flavia´n, C., Guinali´u, M. and Gurrea, R. (2006), “The role played by perceived usability, satisfaction and consumer trust on website loyalty”, Information & Management. The International Journal of Information Systems Applications, Vol. 43 No.1, pp. 1-14.
    17. Gil, I , Berenguer, G., and Cervera,A. (2008), “The roles of service encounters, service value, and job satisfaction in achieving customer satisfaction in business relationships”, Industrial Marketing Management, 37 (2008), pp. 921–939.
    18. Griffin, J.(1996), “The Internet`s expanding role in building customer loyalty”, Direct Marketing, 59, 7,pp. 50.
    19. Jacoby, J. & Kyner, B. (1973) “Brand loyalty measurement and management, Wiley, New York.
    20. Jacoby, J. and Chestnut, R.W. (1978), “Brand Loyalty: Measurement and Management”, John Wiley, New York, NY.
    21. Jang, H.,Olfman L.,Ko L.,Koh J.and Kim K(2008), “The Influence of On-Line Brand Community Characteristics on Community Commitment and Brand Loyalty”, International Journal of Electronic Commerce , Spring 2008, Vol. 12, No. 3, pp. 57–80.
    22. Koh, J. and Kim, D. (2004), “Knowledge sharing in virtual communities: an e-business perspective”, Expert Systems with Applications, Vol. 26, pp. 155-66.
    23. Kolter, P. (1994), Marketing Management: Analysis, Planning, Implementation and Control, 8th Ed., New York: Prentice-Hall.
    24. Kuehn, A. (1962). “Consumer brand choice as a learning process”,Journal of Advertising Research, 2 (March-April),pp. 10-17.
    25. Leimeister, J. M., Sidiras, P. and Krcmar, H. (2006), “Exploring Success Factors of Virtual Communities: The Perspectives of Members and Operators”, Journal of Organizational Computing and Electronic Commerce, 16(3&4), pp. 279–300.
    26. Leo Huang(2008), “Exploring the determinants of E-loyalty among travel agencies”, The Service Industries Journal, Vol. 28, No. 2 , pp. 239–254.
    27. Lipstein, B. (1959). “The dynamics of brand loyalty and brand switching, In Proceedings of the Fifth Annual Conference of the Advertising Research Foundation”(pp. 101-108 ), New York: Advertising Research Foundation.
    28. Monroe, K. B. (1985). “The effect of brand and Price Information on Subjective Product Information”, Advances in Consumer Research, Vol. 12, pp. 85-90.
    29. Monroe, K. B. (1990). “Pricing: Making Profitable Decisions”, McGraw-Hill, New York.
    30. Oliver, R.L. (1999),“Whence Consumer Loyalty”,Journal of Marketing, Vol. 63, pp. 33-34,.
    31. Parasuraman,A., Zeithaml,V. A., and Berry,L.L. (1985), “A Conceptual Model of Service Quality and Its Implication for Future Research”, Journal of Marketing. Vol.49, Fall, pp.41-50.
    32. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1988), “Servqual : A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality,” Journal of Retailing, Vol.64, Spring, pp.12-40.
    33. Parasuraman, A., Zeithaml, V.A. and Malhotra, A. (2005), “E-S-QUAL: a multiple-item scale for assessing electronic service quality”, Journal of Service Research, Vol. 7 No. 3, pp. 213-33.
    34. Preece J. (2000), Online Communities: Designing Usability, Supporting Sociability. NewYork: Wiley.
    35. Preece, J. (2001), “Sociability and usability in online communities: determining and measuring success”, Behaviour & Information Technology, Vol. 20 No. 5, pp. 347-56.
    36. Reichheld F. F. (2003), “The One Number You Need”, Harvard Business Review, December 2003, pp.46-54.
    37. Rheingold H. (1993), “ The Virtual Community: Homesteading on the Electronic Frontier”. Reading, MA: Addison-Wesley.
    38. Ridings, C. & Gefen, D. (2004), “Virtual community attraction: why people hang out online”,Journal of Computer Mediated Communication, Vol. 10 No. 1, pp. 1-30.
    39. Van Riel, A.C.R., Liljander, V. and Juriens, P. (2001), “Exploring consumer evaluations of e-services: a portal site”, International Journal of Service Industry Management, Vol. 12 No. 4, pp. 359-77.
    40. Williams, R.L. and Cothrel, J. (2000), “Four smart ways to run online communities”, Sloan Management Review, Vol. 41 No. 4, pp. 81-91.
    41. Wolfinbarger, M., & Gilly, M. C. (2003), “EtailQ: Dimensionalizing, measuring and predicting etail quality”, Journal of Retailing, 79(3), pp.183-198.
    42. Yoo, B., & Donthu, N. (2001), “Developing a scale to measure the perceived quality of Internet shopping sites (SITEQUAL)”, Quarterly Journal of Electronic Commerce, 2(1), pp.31-47.
    43. Zeithaml, V. A. (1988). “Consumer Perceptions of Price, Quality and Value: A Means- End Model and Synthesis of Evidence,” Journal of Marketing, Vol. 52, pp. 2-22.
    Description: 碩士
    國立政治大學
    管理碩士學程(AMBA)
    97380015
    97
    Source URI: http://thesis.lib.nccu.edu.tw/record/#G0097380015
    Data Type: thesis
    Appears in Collections:[Advanced MBA, NCCU] Theses

    Files in This Item:

    File Description SizeFormat
    001501.pdf126KbAdobe PDF2780View/Open
    001502.pdf133KbAdobe PDF2777View/Open
    001503.pdf156KbAdobe PDF2806View/Open
    001504.pdf148KbAdobe PDF2806View/Open
    001505.pdf194KbAdobe PDF21068View/Open
    001506.pdf288KbAdobe PDF22497View/Open
    001507.pdf208KbAdobe PDF21489View/Open
    001508.pdf330KbAdobe PDF2803View/Open
    001509.pdf208KbAdobe PDF2901View/Open
    001510.pdf225KbAdobe PDF21386View/Open
    001511.pdf397KbAdobe PDF21072View/Open


    All items in 政大典藏 are protected by copyright, with all rights reserved.


    社群 sharing

    著作權政策宣告 Copyright Announcement
    1.本網站之數位內容為國立政治大學所收錄之機構典藏，無償提供學術研究與公眾教育等公益性使用，惟仍請適度，合理使用本網站之內容，以尊重著作權人之權益。商業上之利用，則請先取得著作權人之授權。
    The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

    2.本網站之製作，已盡力防止侵害著作權人之權益，如仍發現本網站之數位內容有侵害著作權人權益情事者，請權利人通知本網站維護人員(nccur@nccu.edu.tw)，維護人員將立即採取移除該數位著作等補救措施。
    NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback