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電子服務品質、知覺價值、顧客滿意度對消費者購買意願之影響:以蝦皮購物Ap...

鄭信瑜

電子服務品質、知覺價值、顧客滿意度對消費者購買意願之影響:以蝦皮購物App為例 = = The Effects of Electronic Service Quality, Perceived Value, and Customer Satisfaction on Consumers' Purchase Intention:A Case of Shopee App /

Record Type:	Language materials, printed : Monograph/item
Title/Author:	電子服務品質、知覺價值、顧客滿意度對消費者購買意願之影響:以蝦皮購物App為例 =/ 鄭信瑜.
Reminder of title:	The Effects of Electronic Service Quality, Perceived Value, and Customer Satisfaction on Consumers' Purchase Intention:A Case of Shopee App /
remainder title:	The Effects of Electronic Service Quality, Perceived Value, and Customer Satisfaction on Consumers' Purchase Intention :
Author:	鄭信瑜
Published:	雲林縣 :國立虎尾科技大學 , : 民113.05.,
Description:	[10], 70面 :圖, 表 ; : 30公分.;
Notes:	指導教授: 劉慶湘.
Subject:	顧客滿意度. -
Online resource:	電子資源

電子服務品質、知覺價值、顧客滿意度對消費者購買意願之影響:以蝦皮購物App為例 = = The Effects of Electronic Service Quality, Perceived Value, and Customer Satisfaction on Consumers' Purchase Intention:A Case of Shopee App /
鄭信瑜

電子服務品質、知覺價值、顧客滿意度對消費者購買意願之影響:以蝦皮購物App為例 =The Effects of Electronic Service Quality, Perceived Value, and Customer Satisfaction on Consumers' Purchase Intention:A Case of Shopee App /The Effects of Electronic Service Quality, Perceived Value, and Customer Satisfaction on Consumers' Purchase Intention :A Case of Shopee App.鄭信瑜. - 初版. - 雲林縣 :國立虎尾科技大學 ,民113.05. - [10], 70面 :圖, 表 ;30公分.

指導教授: 劉慶湘.

碩士論文--國立虎尾科技大學企業管理系經營管理碩士班.

含參考書目.

近年來網路購物愈來愈蓬勃發展，各大網路購物平台看準電子商務這一塊版圖，消費模式也逐漸在轉換，在各式各樣的商家與商品，誘導著消費者前來消費。而電子商務作為網路購物與消費者的橋梁，從消費者對商品的品質、服務、滿意度等，對電子商務十分重要。現代科技進步，使用手機就能達到不受時空限制就可以輕鬆購物，好的聲譽、產品、便利性服務才能使企業長期下來穩定成長。因此本研究以現代人手一機上的購物應用軟體：蝦皮購物App作為研究主題。探討電子服務品質、知覺價值、顧客滿意度對購買意願的影響，並使用網路問卷調查方式，針對台灣地區曾使用蝦皮購物App經驗的消費者做為研究對象，採取便利抽樣，回收之有效問卷共有271 份。研究方式以SPSS18.0統計套裝軟體來分析人口描述性統計、信度分析、因素分析、迴歸分析。研究結果顯示，(1)電子服務品質、知覺價值、顧客滿意度對購買意願的影響具有部分顯著正面影響；(2)電子服務品質對購買意願具有顯著正面影響；(3)知覺價值對購買意願具有顯著正面影響；(4)顧客滿意度對購買意願具有顯著正面影響。根據本研究結論進一步得知於簡單線性迴歸分析時，(1)知覺價值的β值(0.329)為較高，因此建議蝦皮購物在客服方面應該更加注重消費者的權益，例如提供公平合理的退貨政策，讓消費者在購買後有感受到確實有保障消費者的權益，並提供便捷的退貨流程，這樣會使消費者更願意回購並且持續使用該電商平台。(2)顧客滿意度的β值 (0.302)為次高，建議蝦皮購物App在平台上的商品頁面、產品描述、高質量的圖片，以提供更多訊息給消費者，並快速回應顧客的問題與需求。.

(平裝)Subjects--Topical Terms:

849505
顧客滿意度.

電子服務品質、知覺價值、顧客滿意度對消費者購買意願之影響:以蝦皮購物App為例 = = The Effects of Electronic Service Quality, Perceived Value, and Customer Satisfaction on Consumers' Purchase Intention:A Case of Shopee App /
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100 1 $a 鄭信瑜 $3 1448737
245 1 0 $a 電子服務品質、知覺價值、顧客滿意度對消費者購買意願之影響:以蝦皮購物App為例 = $b The Effects of Electronic Service Quality, Perceived Value, and Customer Satisfaction on Consumers' Purchase Intention:A Case of Shopee App / $c 鄭信瑜.
246 1 1 $a The Effects of Electronic Service Quality, Perceived Value, and Customer Satisfaction on Consumers' Purchase Intention : $b A Case of Shopee App.
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260 # $a 雲林縣 : $b 國立虎尾科技大學 , $c 民113.05.
300 $a [10], 70面 : $b 圖, 表 ; $c 30公分.
500 $a 指導教授: 劉慶湘.
500 $a 學年度: 112.
502 $a 碩士論文--國立虎尾科技大學企業管理系經營管理碩士班.
504 $a 含參考書目.
520 3 $a 近年來網路購物愈來愈蓬勃發展，各大網路購物平台看準電子商務這一塊版圖，消費模式也逐漸在轉換，在各式各樣的商家與商品，誘導著消費者前來消費。而電子商務作為網路購物與消費者的橋梁，從消費者對商品的品質、服務、滿意度等，對電子商務十分重要。現代科技進步，使用手機就能達到不受時空限制就可以輕鬆購物，好的聲譽、產品、便利性服務才能使企業長期下來穩定成長。因此本研究以現代人手一機上的購物應用軟體：蝦皮購物App作為研究主題。探討電子服務品質、知覺價值、顧客滿意度對購買意願的影響，並使用網路問卷調查方式，針對台灣地區曾使用蝦皮購物App經驗的消費者做為研究對象，採取便利抽樣，回收之有效問卷共有271 份。研究方式以SPSS18.0統計套裝軟體來分析人口描述性統計、信度分析、因素分析、迴歸分析。研究結果顯示，(1)電子服務品質、知覺價值、顧客滿意度對購買意願的影響具有部分顯著正面影響；(2)電子服務品質對購買意願具有顯著正面影響；(3)知覺價值對購買意願具有顯著正面影響；(4)顧客滿意度對購買意願具有顯著正面影響。根據本研究結論進一步得知於簡單線性迴歸分析時，(1)知覺價值的β值(0.329)為較高，因此建議蝦皮購物在客服方面應該更加注重消費者的權益，例如提供公平合理的退貨政策，讓消費者在購買後有感受到確實有保障消費者的權益，並提供便捷的退貨流程，這樣會使消費者更願意回購並且持續使用該電商平台。(2)顧客滿意度的β值 (0.302)為次高，建議蝦皮購物App在平台上的商品頁面、產品描述、高質量的圖片，以提供更多訊息給消費者，並快速回應顧客的問題與需求。.
520 3 $a In recent years, online shopping has become more and more prosperous, major online shopping platforms are looking at e-commerce, and the consumption pattern is gradually changing, with a wide variety of merchants and products, inducing consumers to come to spend money. E-commerce, as a bridge between online shopping and consumers, is very important to e-commerce in terms of the quality of goods, service, and satisfaction of consumers. With the advancement of modern technology, the use of cell phone can achieve the ability to shop easily without the limitation of time and space, and the good reputation, products, and convenient services can make the business grow steadily in the long run. Therefore, this study takes the shopping software that has been integrated into the modern cell phone: Shopee App as a research example. To investigate the effects of e-service quality, perceived value, and customer satisfaction on purchase intention, the study utilized a web based questionnaire survey with a total of 271 valid questionnaires collected from consumers in Taiwan who have used the Shopee App. SPSS18.0 statistical was used to analyze the demographic descriptive statistics, reliability analysis, factor analysis, and regression analysis. The results of the study show that: (1) e-service quality, perceived value and customer satisfaction have a partially significant positive effect on purchase intention; (2) e-service quality has a significant positive effect on purchase intention; (3) perceived value has a significant positive effect on purchase intention; and (4) customer satisfaction has a significant positive effect on purchase intention. According to the conclusion of this study, it is further known that in simple linear regression analysis, (1) the β value of perceived value (0.329) is higher. Therefore, it is suggested that Shopee App should pay more attention to consumer's rights and interests in customer service, for example, providing a fair and reasonable return policy, so that consumers can feel that there is indeed protection of consumer's rights and interests after purchasing, and providing a convenient return process, which would make consumers more willing to return and continue to use the e-commerce platform. This will make consumers more willing to repurchase and continue to use the e-commerce platform. (2) The β-value of customer satisfaction (0.302) is the second highest, and it is recommended that Shopee App provide more information to consumers on the platform's product pages, product descriptions, and high-quality pictures, and respond quickly to customers' questions and needs..
563 $a (平裝)
650 # 7 $2 lcstt $a 顧客滿意度. $3 849505
650 # 4 $a 知覺價值. $3 996393
650 # 4 $a 電子服務品質. $3 1449749
650 # 4 $a 購買意願. $3 996398
650 # 4 $a 蝦皮購物App. $3 1449750
650 # 4 $a Shopee App. $3 1449751
650 # 4 $a Purchase Intention. $3 1043126
650 # 4 $a Customer Satisfaction. $3 1004796
650 # 4 $a Perceived Value. $3 1025669
650 # 4 $a E-S-QUAL. $3 1449752
856 7 # $u https://handle.ncl.edu.tw/11296/9msh6x $z 電子資源 $2 http