進階搜尋


   電子論文尚未授權公開,紙本請查館藏目錄
(※如查詢不到或館藏狀況顯示「閉架不公開」,表示該本論文不在書庫,無法取用。)
系統識別號 U0026-2102201120172400
論文名稱(中文) Factors Influences Purchase Intention on the Elderly Housing and Medical Service
論文名稱(英文) Factors Influences Purchase Intention on the Elderly Housing and Medical Service
校院名稱 成功大學
系所名稱(中) 國際經營管理研究所碩士在職專班
系所名稱(英) Institute of International Management (IIMBA--Master)(on the job class)
學年度 99
學期 1
出版年 100
研究生(中文) 程淑瑢
研究生(英文) Shu-Jung Cheng
學號 ra797416
學位類別 碩士
語文別 英文
論文頁數 66頁
口試委員 口試委員-林豪傑
口試委員-陳正忠
指導教授-蔡明田
中文關鍵字 養身住宅  醫療服務  價格  服務品質  顧客期望  認知價值  購買意願 
英文關鍵字 Elderly Housing  Medical service  Perceived Price  Service Quality  Customer Expectation  Perceived Value  Purchase Intention 
學科別分類
中文摘要 本研究旨在探索知覺價格,服務品質,認知價值,顧客期望等因素是否影響長者住屋和醫療服務的購買意向。這份研究提供長者住屋與醫療服務營辦商對客戶期望及服務品質等進一步認識,以求加大產業價值。還有更多的工作需要進一步研究,期待有越來越多的人可從事長者住屋和醫療服務這一個產業。
英文摘要 This research is aimed for exploring customers’ perception of perceived price, service quality, perceived value, customer expectation and purchase intentions on the elderly housing and medical service. An empirical investigation of the relationships between perceived price, service quality, customer expectation, perceived value, and purchase intentions was conducted based on a structural equation modeling (SEM) approach.
The results found that perceived price, service quality, customer expectation, have positive influence on purchase intention. These findings provide valuable information for the elderly housing with medical service operators to understand customer expectation and further to improve service quality to make the business greater.
The perceived value is not significant in this research. There are more works to do the related research in this filed. I am looking forward to more and more people engaging in the elderly housing and medical service. That would be a great help to enrich this industry.
論文目次 ACKNOWLEDGEMENT I
ABSTRACT II
TABLE OF CONTENTS III
LIST OF TABLES VII
LIST OF FIGURES IX
CHAPTER ONE INTRODUCTION 1
1.1 Research Objective and Motivation. 1
1.2 Research Objective and Contribution. 2
1.3 Research Project. 3
1.4 Research Flows. 4
1.5 Research Structure. 4
CHAPTER TWO LITERATURE REVIEW 6
2.1 Definition of Relevant Research Variables. 6
2.1.1 Perceived Price. 6
2.1.2 Service Quality. 7
2.1.3 Customer Expectation. 9
2.1.4 Perceived Value. 12
2.1.5 Purchasing Intention. 15
2.2 Interrelationships Among Research Constructs. 16
2.2.1 Relationships between Perceived Price, Service
Quality and Perceived Value. 16
2.2.2 Relationships between Perceived Price, Customer
Expectation, and Perceived Value. 17
2.2.3 Relationship of Perceived price and Perceived value. 18
2.2.4 Relationship of Perceived price, Service Quality and
Purchasing Intention. 18
2.2.5 Relationship of Perceived Price, Customer Expectation
and Purchasing Intention. 20
2.2.6 Relationship of Perceived Price, Perceived Value, and
Purchasing Intention. 20
CHAPTER THREE RESEARCH DESIGN AND METHODOLOGY 21
3.1 Research Framework. 21
3.2 Research Hypotheses. 21
3.3 Questionnaire Design. 22
3.3.1 Price of the Elderly House with Health Care and
Medical Service. 22
3.3.2 Service Quality of the Elderly House with Health Care
and Medical Service. 23
3.3.3 Customer Expectation of the Elderly House with Health
Care and Medical Service. 25
3.3.4 Perceived Value of the Elderly House with Health Care
and Medical Service. 26
3.3.5 Purchasing Intention of the Elderly House with Health
Care and Medical Service. 26
3.4 Sampling Plan. 27
3.5 Data Analysis Procedures. 27
3.5.1 Descriptive Statistics. 27
3.5.2 Factor Analysis and Reliability Tests. 28
3.5.3 Multiple Regression Analysis. 28
CHAPTER FOUR GENERAL FINDINGS AND EMPERICAL RESULTS 29
4.1 Descriptive Analysis. 29
4.2 Data Collection. 29
4.3 Characteristics of Respondents. 29
4.4 Measurement Results for Relevant Research Variables. 31
4.5 Factor Analysis and Reliability Tests. 36
4.5.1 Price. 37
4.5.2 Service quality. 38
4.5.3 Customer Expectation. 39
4.5.4 Perceived Value. 41
4.5.5 Purchase Intention. 42
4.6 Multiple Regression. 43
4.6.1 Multiple Regression Analysis for the Relationship
between Price and Service Quality. 43
4.6.2 Multiple Regression Analysis for the Relationship
between Price and Customer expectation. 44
4.6.3 Multiple Regression Analysis for the Relationship
between Price, Service Quality, Customer Expectation
and Perceived Value. 45
4.6.4 Multiple Regression Analysis for the Relationship
between Perceived Value, Service Quality, Customer
Expectation and Purchase Intention. 46
CHAPTER FIVE CONCLUSIONS AND DISCUSSIONS 49
5.1 Research Results and Contribution. 49
5.2 Limitations and Suggestion. 51
REFERENCES 52
APPENDICES 56
Appendix 1: Internet Questionnaire 56
參考文獻 Agarwal, S., & Teas, R. K. (2002). Cross-national applicability of a perceived quality model. Journal of Product and Brand Management, 11(4), 213-236.
Ajzen, I., & Fishbein, M. (Eds.). (1980). Understanding attitudes and predicting social behavior. New Jersey: Prentice Hall.
Alison, M. D. (2004). Rethinking customer expectations of service quality: Are call centers different. The Journal of Services Marketing, 18(1), 60-74.
Anderson, J., & Gerbing, D. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological bulletin, 103(3), 411-423.
Bagozzi, R., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74-94.
Baker, T. L. (1998). Patient satisfaction and service quality in the formation of customers' future purchase intentions in competitive health service settings. Health Marketing Quarterly, 15(1), 1-15.
Bebko, C. P., Sciulli, L. M., & Garg, R. K. (2006). Consumers' level of expectation for services and the role of implicit service promises. Services Marketing Quarterly, 28(2), 1-23.
Bendall-Lyon, D., & Powers, T. L. (2004). The impact of structure and process attributes on satisfaction and behavioral intentions. Journal of Service Marketing, 18(2), 114-121.
Bettman, J., Luce, M., & Payne, J. (1998). Constructive consumer choice process. Journal of consumer Research, 25(3), 187-217.
Bitner, M. J., Booms, B. H., & Mohr, L. A. (1994). Critical service encounters: The employee's viewpoint. Journal of Marketing, 58(4), 95-106.
Bojanic, D. (1996). Consumer perceptions of price, value and satisfaction in the hotel industry: An exploratory study. Journal of Hospitality and Leisure Marketing, 4(1), 5-22.
Bolton, R. N., & Drew, J. H. (1991). A multistage model of customers' assessments of service quality and value. The Journal of Consumer Research, 17(4), 375-384.
Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993). A dynamic process model of service quality: From expectations to behavioral intentions. Journal of Marketing Research (JMR), 30(1), 7-28.
Brady, M. K., & Cronin, J., Jr. . (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing(65), 34-49.
Cadotte, E. R., Woodruff, R. B., & Jenkins, R. L. (1987). Expectations and norms in models of consumer satisfaction. JMR, Journal of Marketing Research, 24(3), 305-314.
Chen, Z., & Dubinsky, A. (2003). A conceptual model of perceived customer value in ecommerce: A preliminary investigation. Psychology & Marketing(20), 323-347.
Chueh, T. Y., & Kao, D. T. (2004). The moderating effects of consumer perception to the impacts of country-of-design on perceived quality. Journal of American Academy of Business, Cambridge, 4(1/2), 70-74.
Clow, K. E., Kurtz, D. L., & Ozment, J. (1998). A longitudinal study of the stability of consumer expectations of services. Journal of Business Research, 42(1), 63.
Clow, K. E., & Vorhies, D. W. (1993). Building a competitive advantage for service firms: Measurement of consumer expectations of service quality. The Journal of Services Marketing, 7(1), 22-33.
Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55-68.
Cronin Jr, J. J. (1994). SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of Marketing, 125-131.
Cronin Jr, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral. Journal of Retailing, 76(2), 193-218.
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.
Devlin, J. F., Gwynne, A. L., & Ennew, C. T. (2002). The antecedents of service expectations. Service Industries Journal, 22(4), 117-136.
Dion, P. A. (1998). An empirical assessment of the Zeithaml, Berry and Parasuraman service expectations model. Service Industries Journal, 18(4), 66-86.
Dodds, W. B., Monroe, K. B., & Grewal, D. (1991). Effects of price, brand and store information on buyers' product evaluation. Journal of Marketing Research, 28(3), 307-319.
Edvardsson, B., Gustavsson, B., & Riddle, P. I. (Eds.). (1994). Quality of service: Making it really work. In B. D. UMIST: McGraw-Hill.
Eggert, A., & Ulaga, W. (2002). Customer perceived value: A substitute for satisfaction in business markets. Journal of Business and Industrial Marketing, 17(2/3), 107-118.
Flint, D. F., Woodruff, R., & Dardial, S. F. (2002). Exploring the phenomenon of customers desired value change in a business to business context. Journal of Marketing, 66(4), 102-120.
Fornell, C., Johnson, M., Anderson, E., Cha, J., & Bryant, B. (1996). The American customer satisfaction index: Nature, purpose and finding. Journal of Marketing, 60(4), 7-18.
Fornell, C., & Larcker, D. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 18(3), 382-388.
Gaski, J., & Nevin, J. (1985). The differential effects of exercised and unexercised power sources in a marketing channel. Journal of Marketing Research, 22(2), 130-142.
Gefen, D., Straub, D., & Boudreau, M. (2000). Structural equation modeling and regression: Guidelines for research practice. Communications of the Association for Information Systems, 4(1), 7.
Hair, J., Black, W., Babin, B., Anderson, R., & Tatham, R. (2006). Multivariate Data Analysis: Upper Saddle River, NJ: Prentice Hall.
Harmon, H. (1976). Modern factor analysis. Chicago: Uni.
Hauser, J. R., & Urban, G. L. (1986). The value priority hypotheses for consumer budget plans. The Journal of Consumer Research, 12(4), 446-462
Holbrook, M. B. (Ed.). (1994). The nature of customer value: An axiology of services in the consumption experience. R. T. Rust & R. L: Thousand Oaks, CA.
Holbrook, M. B., & Corfman, K. B. (1985). Quality and value in the consumption experi-ence: Phaedrus rides again (pp. 31-57). Massachusetts: Lexington
Kalyanaram, G., & Winer, R. S. (1995). Empirical Generalizations from Reference Price Research. Marketing Science, Vol. 14, No. 3, Part 2 of 2: Special Issue on Empirical Generalizations in Marketing G161-G169
Kashyap, R., & Bojanic, D. (2000). A structural analysis of value, quality, and price perceptions of business and leisure travelers. Journal of Travel Research, 39(1), 45.
Kelley, S., Donnelly Jr, J., & Skinner, S. (1990). Customer participation in service production and delivery. Journal of Retailing, 66(3), 315-335.
Liu, A. H. (2006). Customer value and switching cost in business services: Developing exit barriers through strategic value management. Journal of Business and Industrial Marketing, 21(1), 30-37.
Lovelock, C. (Ed.). (2000). Service marketing. New York: Prentice-Hall.
Martín-Consuegra, D. (2007). An integrated model of price, satisfaction and loyalty: an empirical analysis in the service sector. Journal of Product and Brand Management, The, 16(7), 459.
McDougall, G., & Levesque, T. (2000). Customer satisfaction with services: Putting perceived value into the equation. The Journal of Services Marketing, 14(5), 392-410.
McLeon, R. (2002). Getting to value. Management Quarterly, 43(3), 25-29.
Monroe, K. B. (Ed.). (2003). Pricing: Making Profitable Decision (5 ed.). New York: McGrawHill.
Moonkyu, L. (1994). Informational and motivational influences on consumer evaluations of line and brand extensions. Journal of Business and Psychology, 8(4), 475-496.
Murphy, I. P. (1997). Quality is not dead; consumers just expect a lot more of it. Marketing News, 31(7), 25.
Oh, H., & Parks, S. C. (1997). Customer satisfaction and service quality: Critical review of the literature and research implications for the hospitality industry. Hospitality Research Journal, 20(3), 35-64.
Oliver, R. L., Rust, R. T., & Varki, S. (1997). Customer delight: Foundations, findings, and managerial insight. Journal of Retailing, 73(3), 311-336.
Oliver, R. L., & Winer, R. S. (1987). A framework for the formation and structure of consumer expectations: Review and propositions. Journal of Economic Psychology, 8(4), 469-499.
Pan, F.-C. (2004). Selecting consumer oriented alliance partner to assure customer satisfaction in international markets. The Journal of American Academy of Business, Cambridge, 4(1/2), 278.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988a). The service-quality puzzle. Business Horizons, 31(5), 35-43.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988b). SERVQUAL:A multipleitem scale for measuring consumer perceptions. Journal of Retailing, 64(1), 12-40.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria. Journal of Retailing, 70(3), 193-194.
Patterson, P. G. (1993). Expectations and product performance as determinants of satisfaction for a high-involvement purchase. Psychology & Marketing, 10(5), 449-465.
Patterson, P. G., & Spreng, R. A. (1997). Modeling the relationship between perceived value satisfaction and repurchase intentions in a business-to-business context: An empirical examination. International Journal of Service Industry Management, 8, 414-434.
Peterson, R. A., & Wilson, W. R. (1992). Measuring customer satisfaction: Fact and artifact Journal of the Academy of Marketing Science, 20(1), 61-71.
Pura, M. (2005). Linking perceived value and loyalty in location based mobile services. Managing Service Quality, 15(6), 509-538.
Rao, A. R., & Monroe, K. B. (1989). The effect of price, brand name, and store name on buyers' perceptions of product quality: An integrative review. Journal of Marketing Research, 26(3), 351-357.
Ravald, A., & Gronroos, C. (1996). The value concept and relationship marketing. European Journal of Marketing, 30(2), 19-30.
Rowley, J. (1998). Quality measurement in the public sector: Some perspectives from the service quality literature. Total Quality Management, 9(2/3), 321-335.
Rust, R. T., Inman, J. J., Jia, J., & Zahorik, A. (1999). What you don't know about customer perceived quality: The role of customer expectation distribution. Marketing Science, 18(1), 77-92.
Salisbury, W. D., Pearson, R. A., Pearson, A. W., & Miller, D. W. (2001). Perceived security and world wide web purchasing intention. Industrial Management and Data Systems, 101(3), 165-176.
Santos, J., & Boote, J. (2003). A theoretical exploration and model of consumer expectations, post-purchase affective states and affective behaviour. Journal of Consumer Behaviour, 3(2), 142-156.
Stern, B. B. (1998). Narrative analysis of a marketing relationship: The consumer's perspective. Psychology and Marketing, 15(3), 195.
Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203-220.
Teas, R. K. (1993). Expectations, performance evaluation, and consumers' perceptions of quality. Journal of Marketing, 57(4), 18-34.
Teas, R. K., & Agarwal, S. (2000). The effect of extrinsic product cue on consumers percep-tions of quality, sacrifice, and value. Academy of Marketing Science.(28), 278-290.
Wang, Y., Lo, H.-P., & Yang, Y. (2004). An integrated framework for service quality, customer value, satisfaction: Evidence from China's telecommunication industry. Information Systems Frontiers, 6(4), 325-340.
Woodruff, R. (1997). Customer value: The next source of competitive. Journal of the Academic of Marketing Sciences, 25(2), 139-153.
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means. Journal of Marketing, 52(3), 2-22.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). The nature and determinants of customer expectations of service. Journal of the Academy of Marketing Science., 21(1), 1-12.
Zeithaml, V. A., & Bitner, M. J. (Eds.). (1996). Service marketing. New York: McGraw-Hill.
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: a critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362-375.
論文全文使用權限
  • 同意授權校內瀏覽/列印電子全文服務,於2016-02-25起公開。


  • 如您有疑問,請聯絡圖書館
    聯絡電話:(06)2757575#65773
    聯絡E-mail:etds@email.ncku.edu.tw