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系統識別號 U0026-0812200911533551
論文名稱(中文) 服務品質與關係品質對績效影響之研究-以定期海運業為例
論文名稱(英文) The Effects of Service Quality and Relationship Quality on Performance: An Empirical Study of the Liner Shipping Industry in Taiwan
校院名稱 成功大學
系所名稱(中) 交通管理學系碩博士班
系所名稱(英) Department of Transportation & Communication Management Science
學年度 94
學期 2
出版年 95
研究生(中文) 邱志益
研究生(英文) Chih-Yi Chiu
電子信箱 watermonter@hotmail.com
學號 r5693112
學位類別 碩士
語文別 中文
論文頁數 103頁
口試委員 口試委員-林珮珺
指導教授-呂錦山
口試委員-桑國忠
中文關鍵字 服務品質  關係品質  結構方程模式  定期海運業 
英文關鍵字 Relationship Quality  Structural Equation Modeling  Service Quality  Liner Shipping 
學科別分類
中文摘要 摘要
本研究利用結構方程模式探討定期海運業服務品質與關係品質對績效的影響。經因素分析後將服務品質問項萃取出「業務人員與文件服務」、「運輸服務」、「顧客回應服務」、「運費與時間」與「船務服務」等五個因素,其中「業務人員與文件服務」是目前船公司認為滿意度最高的因素,相反的,「運輸服務」之滿意程度是最低的。研究結果顯示服務品質與關係品質皆對績效有顯著正向影響,而服務品質亦會對關係品質有正向的影響,本結果可提供海運業者提升服務品質及績效營運策略參考。

英文摘要 Abstract
This study seeks to evaluate the impact of service quality and relationship quality on firm performance in the context of liner shipping firms. Five service dimensions were identified based on a factor analysis. These were salesman and documentation service, transportation service, customer responding service, rate and time related service, and vessel traffic service. The results revealed that the most satisfactory service quality factor was salesman and documentation service, followed by rate and time related service, vessel traffic service, transportation service, and customer responding service. The results also indicated that service quality and relationship quality had positive effects on firm performance, whereas service quality had a positive effect on relationship quality in the liner shipping industry.

論文目次 目錄 I
表目錄 III
圖目錄 V
第一 緒論 1
1.1 研究背景與動機 1
1.2 研究目的 5
1.3 研究範圍與限制 5
1.4 研究流程 6
第二章 文獻回顧 8
2.1 定期海運業之特性 8
2.2 服務品質 10
2.2.1 服務品質之定義 10
2.2.2 定期海運業之服務屬性 12
2.3 關係品質 18
2.3.1 關係品質之定義 18
2.3.2 關係品質的衡量構面 20
2.4 績效 22
2.5 服務品質、關係品質與績效間關係之探討 25
2.5.1 服務品質與關係品質之關係 25
2.5.2 關係品質與績效之關係  27
2.5.3 服務品質與績效之關係  28
2.6 小結 30
第三章 研究方法 31
3.1 研究架構與假設 31
3.1.1 研究架構 31
3.1.2 研究假設 32
3.2 操作性變數定義與衡量 32
3.3 研究設計 36
3.3.1 研究方法 36
3.3.2 問卷設計 37
3.3.3 問卷前測 39
3.3.4 問卷內容 39
3.4 資料分析方法 39
3.4.1 敘述性統計分析(Descriptive Statistics Analysis) 39
3.4.2 變異數分析(Analysis of Variance, ANOVA) 40
3.4.3 因素分析(Factor Analysis) 40
3.4.4 信度與效度分析(Reliability and Validity Anylysis) 40
3.4.5 結構方程模式 41
3.5 小結 44
第四章 定期海運業服務品質、關係品質與績效之分析 45
4.1 基本敘述統計分析 45
4.1.1 問卷回收情形 45
4.1.2基本資料敘述性統計分析 46
4.1.3 定期海運業之服務品質敘述性統計分析 49
4.1.4 定期海運業之關係品質敘述性統計分析 50
4.1.5 定期海運業之績效敘述性統計分析 53
4.2 服務品質、關係品質與績效之因素分析與信度分析 53
4.2.1 服務品質之因素分析與信度分析 54
4.2.2 關係品質之因素分析與信度分析 57
4.2.3 績效之信度分析 59
4.3.4 服務品質、關係品質與績效之效度分析 61
4.3 企業特性與各構面間變異數分析 61
4.3.1 經營型態與各構面因素之變異數分析 61
4.3.2 公司所有權與各構面因素之變異數分析 62
4.3.3 公司員工數與各構面因素之變異數分析 62
4.3.4 公司營業額與各構面因素之變異數分析 63
4.3.5 航線別與各構面因素之變異數分析 65
4.3.6 關係品質之差異分析 65
4.4 服務品質與關係品質對績效影響之分析 66
4.4.1 結構方程模式之建立 66
4.4.2 結構方程模式分析 70
4.4.3 研究假設之驗證 75
4.5 小結 77
第五章 結論與建議 78
5.1 結論 78
5.2 建議 80
5.3 後續研究建議 81
參考文獻 83
附錄一 正式問卷 89
附錄二 專家訪談紀錄 95
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