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系統識別號 U0026-1601201315185000
論文名稱(中文) Exploring the Moderating Role of Perceived Importance of Service Failure Recovery between Customer Satisfaction and Word of Mouth
論文名稱(英文) Exploring the Moderating Role of Perceived Importance of Service Failure Recovery between Customer Satisfaction and Word of Mouth
校院名稱 成功大學
系所名稱(中) 國際經營管理研究所碩士班
系所名稱(英) Institute of International Management (IIMBA--Master)
學年度 101
學期 1
出版年 102
研究生(中文) 鴿日樂
研究生(英文) Urangerel Tsogbadrakh
學號 RA6997731
學位類別 碩士
語文別 英文
論文頁數 75頁
口試委員 指導教授-陳永信
口試委員-黃國平
召集委員-偉耶倫
中文關鍵字 none 
英文關鍵字 Perceived quality of facility  Perceived quality of employee  Customer satisfaction  Perceived importance of service failure recovery  Word of mouth and Public service entity 
學科別分類
中文摘要 none
英文摘要 In the public service, perceived quality of employee and perceived quality of facility and customer satisfaction have association with WOM in deeply. In this study we focus in customer perceived importance for service recovery rather failure itself in service. Different failure and impact of client’s perception would generate varied outcome afterward. Perceived quality of facility, perceived quality of employee and customer satisfaction have association with WOM in the public service entity. This study investigated the relationship between perceived quality of facility and perceived quality of employee on customer satisfaction and also customer satisfaction on WOM. Add a moderator in the research model, perceived importance of service failure recovery act as a moderator to examining the relationship between customer satisfaction and WOM. This study received the valid data from 290 respondents who live in Bor-Undur city in Mongolia. There are some findings from the outcomes of this study, as previous literatures mentioned that significant relationship between perceived quality of employee and customer satisfaction WOM are supported. The meaningful finding is that perceived importance of service failure recovery does not demonstrate the influence of moderating on the constructs of customer satisfaction and WOM. We discuss the implication of these test outcomes for future study practice.
論文目次 ABSTRACT 1
ACKNOWLEDGEMENTS 2
TABLE OF CONTENTS 3
LIST OF TABLES 6
LIST OF FIGURES 7
CHAPTER ONE INTRODUCTION 8
1.1 Research Background and Motivation. 8
1.2 Research Objectives. 11
1.3 Research Procedures. 13
1.4 Research Structure. 14
CHAPTER TWO LITERATURE REVIEW 16
2.1 Definition of Research Constructs. 16
2.1.1 Perceived Quality of Facilities (Physical Aspect). 16
2.1.2 Perceived Quality of Employee (Personal Interaction). 17
2.1.3 Customer Satisfaction. 19
2.1.4 Perceived Importance of Service Failure Recovery. 20
2.1.5 Word of Mouth. 22
2.2 Hypotheses Development. 23
2.2.1 The Influence of Perceived Quality of Facility on Customer Satisfaction. 23
2.2.2 The Influence of Perceived Quality of Employee on Customer Satisfaction. 24
2.2.3 The Influence of Customer Satisfaction on Word of Mouth. 25
2.2.4 Perceived Importance of Service Failure Recovery as a Moderator Between Customer Satisfaction and Word of Mouth. 27
CHAPTER THREE RESEARCH DESIGN AND METHODOLOGY 29
3.1 Research Framework. 29
3.2 The Research Construct Measurement. 30
3.2.1 Measurement for Perceived Quality of Facilities (Physical Aspect). 30
3.2.2 Measurement for Perceived Quality of Employee. 31
3.2.3 Measurement for Customer Satisfaction. 31
3.2.4 Measurement of Perceived Importance of Service Failure Recovery. 32
3.2.5 Measurement for Word of Mouth. 32
3.2.6 The Information of Respondents. 33
3.3 Questionnaire and Sampling Plan. 33
3.4 The Data Analysis Procedure. 33
3.4.1 Descriptive Statistical Analysis. 33
3.4.2 Confirmatory Factor Analysis (CFA). 34
3.4.3 Structure Equation Modeling (SEM). 34
CHAPTER FOUR 35
RESEARCH RESULTS AND ANALYSIS 35
4.1 Characteristics of Respondents. 35
4.2 Score Reliability. 37
4.3 Descriptive Statistical Analysis. 38
4.4 Item to Item Correlation 39
4.5 Confirmatory Factor Analysis. 40
4.5.1 Multivariate Normality Test and Modification Index. 40
4.5.2 Convergent Validity. 40
4.5.3 Discriminant Validity by CFA Model Test. 46
4.5.4 Path Model Analysis. 47
4.5.5 Result of the Path Model. 47
4.6 Moderating Effect. 48
CHAPTER FIVE 51
RESEARCH DISCUSSIONS AND CONCLUSIONS 51
5.1 Research Discussion. 51
5.2 Research Contributions. 53
5.3 Managerial Implications. 54
5.4 Research Limitations and Suggestions. 55
REFERENCES 57
APPENDICES 62
Appendix A: Survey on service quality and citizens’ satisfaction 62
Хавсралт B: “Бор-ӨндөрХөгжил”үйлдвэрийн газрын үйлчилгээний чанар болонуг байгууллагаар үйлчлүүлэгчдийн сэтгэл ханамжийгтодорхойлох судалгаа 69
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