English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  Items with full text/Total items : 109951/140892 (78%)
Visitors : 46221755      Online Users : 707
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
    HomeLoginUploadHelpAboutAdminister Goto mobile version
    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/37008


    Title: 影響網路購物之滿意度與忠誠度之整合模式研究
    Authors: 薛台蓉
    Contributors: 張愛華
    薛台蓉
    Keywords: 網路購物
    知覺互動性
    社會臨場感
    知覺品質
    知覺價值
    信心
    忠誠度
    Date: 2008
    Issue Date: 2009-09-18 20:27:02 (UTC+8)
    Abstract: 本研究以「網路購物」為主題,探討進行網路購物行為時,影響使用
    者之滿意度與忠誠度之重要因素。回顧網路購物相關領域文獻,以提昇購
    物網站知覺互動性為課題,探討知覺互動性、社會臨場感、知覺品質、知
    覺價值、信心/信賴利益、滿意度及忠誠度之間的關係,以網路問卷調查,
    蒐集曾在網路購物之消費者的意見進行分析,提出結果及建議,作為線上
    購物網站設計及經營管理之參考。研究結果如下:
    一、消費者對購物網站之知覺互動性程度包含三個構面:雙向溝通、主動
    控制及回應性;而對網路之知覺品質程度包含有資訊品質、服務品質及系
    統品質三個構面。
    二、消費者對購物網站的知覺互動性程度越高,則對網站的知覺品質也會
    越高。
    三、消費者對購物網站之知覺互動性、知覺品質及上網次數,對購物網站
    的社會臨場感有正向影響,而知覺品質的三個因素當中,以服務品質對社
    會臨場感影響最大,而系統品質對社會臨場感則有負向影響。
    四、消費者對購物網站的社會臨場感、知覺品質、知覺價值及上網時數,
    對網站的信心/信賴利益有正向影響。
    五、消費者對購物網站的知覺品質或上網次數越高,或年齡越輕,則對購
    物網站的知覺價值也會越高。
    六、知覺價值包含有實用價值與體驗價值兩個構面,知覺品質對實用價值
    的影響比體驗價值顯著;資訊品質、系統品質及服務品質三個因素比較,
    以服務品質對實用價值及體驗價值之影響,較其他二者因素為大。
    七、實用價值與體驗價值兩個因素比較,以實用價值對信心/信賴利益影響較大,但體驗價值也是會正向影響信心/信賴利益;資訊品質、系統品質及
    服務品質三個因素比較,以服務品質對信心/信賴利益影響為最大。
    八、消費者對購物網站的知覺品質、信心/信賴利益及上網次數,對購物網
    站的滿意度有正向影響。
    九、消費者對購物網站的知覺價值、信心/ 信賴利益、消費者滿意度及上
    網次數,對購物網站的忠誠度有正向影響。
    Reference: 一、中文部分
    1.李金泉(1992),SPSS/PC+ 實務與應用統計分析,臺北,松崗出版社。
    2.星野克美等(1988),符號社會的消費,台北,遠流出版社。
    3.資策會(2008),資訊服務產業年鑑,頁9-1~9-28。
    4.方世榮、張嘉雯(2004),顧客涉入程度對服務品質與關係品質之干擾效果-以電腦賣場與內部商店為例,中山管理評論,第12卷第四期,頁755-794。
    5.游麗惠(2006),醫院資訊系統評估模式建構之研究,中臺科技大學醫護管理研究所碩士論文。
    6.劉素苓(2004),使用者網站知覺品質之研究,義守大學資訊管理研究所碩士論文。
    7.楊嘉麗(2001),網路互動性對信賴關係之影響,國立中央大學企業管理研究所碩士論文。
    8.張雅蓉(2001),顧客知覺價值與忠誠度之研究,國立台灣科技大學企業管理研究所碩士論文。
    9.九十七年度台灣寬頻網路使用調查報告,執行單位:全國意向顧問股份有限公司,計劃主持人:梁德馨教授。
    10.張敬芝(2003),網路購物服務品質衡量模式建構之研究,元智大學企業管理研究所碩士論文。
    11.黃侑勖(2005),產品品質、系統品質與服務品質對線上消費者忠誠度之影響-以3C 網路商店為例,國立東華大學國際企業研究所碩士論文。
    12.康華容(2003),探討消費價值認知對於消費者銷售促進活動影響之研究,淡江大學國際貿易學系碩士論文。
    13.周季穎(1995),電腦中介傳播對口碑行為的影響,東吳大學企業管理學系碩士論文。
    14.江嘉軒(2004) ,虛擬社群網站使用動機與社會臨場感研究 ,國立中山大學傳播管理研究所碩士論文。
    二、英文部分
    1.Bart, Y. et al. (2005), “Are the Drivers and Role of Online Trust the Same for All Web Sites and Consumers? A Large-Scale Exploratory Empirical Study,” Journal of Marketing, 69, 133-152.
    2.Bagozzi, R. (1992), “The self-regulation of at¬titudes, intentions, and behavior,” SocPsycho Q 55(2), 178-204.
    3.Coyle, R., and Thorson, E. (2001), “The Effects of Progressive Levels of Interactivity and Vividness in Web Marketing Sites,” Journal of Advertising, 30, 65-77
    4.Chaudhuri, A. and Holbrook, M. (2001), “The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty,” Journal of Marketing, 65, 81-93.
    5.DeLone, W. and McLean, E. (2003), “The DeLone and McLean Model of Information Systems Success: A Ten-Years Update, ” Journal of Management Information Systems, 19 (4), 9-30.
    6.DeLone, W. and McLean, E. (2004), “Measuring e-Commerce Success: Applying the DeLone & McLean Information Systems Success Model,” International Journal of Electronic Commerce, 9(1), 31–47.
    7.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.
    8.Fornell, C. et al. (1996), “The American Customer Satisfaction Index: Nature, Purpose, and Findings,” Journal of Marketing, 60, 7-18.
    9.Fornrll, D. and Novak, T. (1996), “Marketing in Hypermedia computer-Mediated Environments: Conceptual Foundations,” Journal of Marketing, 60, 50-68.
    10.Fornell, C., et al. (1996) “The American Customer Satisfaction Index: Nature, purpose, and findings,” Journal of Marketing, 60(4), 7-18.
    11.Guiltinan, J., Paul, G. and Madden, T. (1997), “Marketing Management. Strategies and Programs, ”6th edition, New York, McGraw Hill.
    12.Gefen, David, Straub, and Detmar (2003), “Managing User Trust in B2C e-Services,” E-Service Journal, 2(2), 7-24.
    13.Gwinner, K., Gremler, D., and Bitner, M. (1998), “Relational Benefits in Services Industries: The Customer’s Perspective” Journal of the Academy of Marketing Science, 26 (Spring), 101-114.
    14.Hsu, C. (2007), “The Relationships among Service Quality, Perceived Value, Customer Satisfaction, and Behavioral Intentions: An Empirical Study of Online Shopping,” National Cheng Kung University International Master of Business Administration(IMBA) Program Master’s Thesis.
    15.Hassanein, K. and Head, M. (2006), “The Impact of Infusing Social Presence in the Web Interface: An Investigation Across Product Types,” International Journal of Electronic Commerce,10(2), 31-55.
    16.James, R., Coyle, and Thorson, E. (2001), “The Effects of Progressive Levels of Interactivity and Vividness in Web Marketing Sites, ” Journal of Advertising, 30(3), 65-77.
    17.Jones, T. and Sasser, W. (1995), “Why Satisfied Customer Defect,” Harvard Business Review, Nov/Dec, 88-99.
    18.Janda, Swinder, Philip, Trocchia, and Gwinner, K. (2002), “Consumer Perceptions of Internet Retail Service Quality,” International Journal of Service Industry Management, 13(5), 412-431.
    19.Kenneth, T. (1994), “Expectations as a comparison standard in measuring service quality: An assessment of a Reassessment,” Journal of Marketing, 58 ,132-139.
    20.Louisa, H. and James, L. (1998), “ Interactivity Reexamined: A Baseline Analysis of Early Business Web Sites,” Journal of Broadcasting and Electronic Media, 42(Fall), 456-473.
    21.Landrum, Hollis, Prybutok, Victor, Kappelman, Leon, Zhang, and Xiaoni (2008), “Servess: A Parsimonious Instrument to Measure Service Quality and Information System Success,” Quality Management Journal, 15(3), 17-25.
    22.Liu, Y. (2003), “ Developing a scale to measure the interactivity of websites,” Journal of Advertising Research, 43(2), 207–216.
    23.Lee, E. and Overby, J. (2004), “Creating Value for Online Shoppers: Implication for Satisfaction and Loyalty,” Journal of Consumer Satisfaction, 17, 54- 67.
    24.Lee, E., and Overby, J. (2004), “Creating value for online shoppers: Implications for satisfaction and loyalty,”Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 17, 54-67.
    25.Liu, Y. and Shrum, L. (2002), “ What is interactivity and is it always such a good thing? Implications of definition, person and situation for the influence of interactivity on advertising effectiveness,”.Journal of Advertising, 31(4), 53-64.
    26.McMillan, S. and Hwang, J. (2002), “ Measures of perceived interactivity: an exploration of the role of direction of communication, user control and time in shaping perceptions of interactivity,”.Journal of Advertising, 31(3), 14–29.
    27.Morris, M. and Ogan, C. (1996), “The Internet as mass medium. Journal of Communication, ” 46(1), 39-50.
    28.Mohammad, A., Shahriar, M. and Hani, U. (2008), “ Ssrvice Quality Perception and Satisfaction: A Study Over Sub-urban Public Hospitals in Bangladesh,” Journal of Services Research, Special Issue, 125-146.
    29.Mollenkopf, D., Rabinovich, E., Laseter, T., and Boyer, K. (2007), “Managing Internet Product Returns: A Focus on Effective Service Operations,” Decision Sciences, 38(2), 215-250.
    30.Negash, S., Ryan, T. and Igbaria, M. (2003), “Quality and Effectiveness in Web-based Customer Support System,” Information and Management, 40, 757-768.
    31.Newhagen, J., Codes, J. and Levy, M. (1995) , “Audience scope and the perception of interactivity in viewer mail on the Internet,”Journal of Commnication, 45(3), 164-175.
    32.Newhagen, J., Codes, J. and Levy M. (1995), “ Audience scope and the perception of interactivity in viewer mail on the Internet,”Journal of Commnication, 45(3), 164-175.
    33.Oliver, R (1999), “Whence Consumer Loyalty?,” Journal of Marketing, 63, 33-44.
    34.Parasuraman, A., Zeithaml, V., and Berry, L. (1994), “Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research,” Journal of Marketing, 58, 111-124.
    35.Parasuraman, A., Berry, L., and Zeithaml, V. (1991), “Perceived Service Quality as a Customer-Based Performance Measure: An Empiric Examination of Organizational Barriers Using an Extended Service Quality Model,” Human Resource Management, 30, 335-364.
    36.Pitt, L., Watson, R. and Kavan, C. (1995), “Service Quality: A Measure of Information Systems Effectiveness,” MIS Quarterly,19(2),173-187.
    37.Patterson, P., Johnson, L., and Spreng, R. (1997), “Modeling the Determinants of Customer Satisfaction for Business-to-Business Professional Services,” Journal of the Academy of Marketing Science, 25(1), 4-17.
    38.Rogers, E. (1986), “Communication: The new media in society, ” New York,The Free Press.
    39.Ribbink, D., Riel, A., Veronica, L. and Sandra, S. (2004), “Comfort your online customer: quality, trust and loyalty on the internet,”Managing Service Quality, 14(6), 446-456.
    40.Steuer, J.(1992), “Defining Virtual Reality: Dimensions Determining Telepresence,”Journal of Communication,42, 73-93.
    41.Song, J. and Zinkhan, G. (2008), “Determinants of Perceived Web Site Interactivity,” Journal of Marketing, 72, 99-113.
    42.Short, J., Williams, E., and Christie, B. (1976), “The Social Psychology of Telecommunication. London: John Wiley”.
    43.Singh, J. and Sirdeshmukh, D. (2000), “Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments,” Journal of the Academy of Marketing Science, 28,150-167.
    44.Schramm, W. (1965), “ The Process and Effects of Mass Communication,” 6th ed. Urbana, IL,University of Illinois Press.
    45.Steuer, J. (1992), “Defining Virtual Reality: Dimensions Determining Telepresence,” Journal of Communication, 42, 73-93.
    46.Steuer and Jonathan (1992), “Defining Virtual Reality: Dimensions Determining Telepresence,” Journal of Communication, 42 (4), 73-93.
    47.Trocchia and Janda(2000), “A phenomenological investigation of Internet usage among older individuals,” Journal of Consumer Marketing ,17 (7) ,605 - 616.
    48.Woodruff, R. (1997), “Customer value: The next source for competitive edge,”.Journal of the Academy of Marketing Science, 25(2), 139-153.
    49.Williams, F., Rice, R., and Rogers, E. (1988), “ Research methods and the new media,” New York, The Free Press.
    50.Wang, Y. and Emurian, H. (2005), “An Overview of Online Trust: Concepts, Elements, and Implications ,” Computers in Human Behavior, 33, 105-125.
    51.Wymbs, C. (2000), “How Electronic Commerce is Transforming and Internationalizing the Service Industries,” Journal of Services Marketing, 14(6), 463-479.
    52.Yakov, Venkatesh, Fareena, and Glen (2005), “Are the Drivers and Role of Online Trust the Same for All Web Sites and Consumers? A Large-Scale Exploratory Empirical Study,” Journal of Marketing, 69, 133-152.
    53.Zeithaml, Valarie, Parasuraman, and Malhotra (2002), “Service Quality Delivery Through Web Sites:A Critical Review of Extant Knowledge, ”Journal of the Academy of Marketing Science, 30(4), 362-375.
    54.Zeithaml, Valarie (1988), “Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence,” Journal of Marketing, 52 (July), 2-22.
    Description: 碩士
    國立政治大學
    管理碩士學程(AMBA)
    95362026
    97
    Source URI: http://thesis.lib.nccu.edu.tw/record/#G0095362026
    Data Type: thesis
    Appears in Collections:[管理碩士學程/商管專業學院碩士學位學程 AMBA] 學位論文

    Files in This Item:

    File Description SizeFormat
    202601.pdf144KbAdobe PDF21510View/Open
    202602.pdf162KbAdobe PDF21377View/Open
    202603.pdf169KbAdobe PDF21692View/Open
    202604.pdf192KbAdobe PDF21731View/Open
    202605.pdf219KbAdobe PDF22324View/Open
    202606.pdf879KbAdobe PDF24454View/Open
    202607.pdf602KbAdobe PDF24036View/Open
    202608.pdf680KbAdobe PDF21438View/Open
    202609.pdf311KbAdobe PDF22368View/Open
    202610.pdf376KbAdobe PDF22088View/Open
    202611.pdf481KbAdobe PDF21460View/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