An Investigation of the Relationship among Service Quality, Service Value, Customer Satisfaction and Behavior Intention─An Empirical Study for Logistic Service of 7-11.

• Main Authors: Sun-Fong Lee, 李森峰
• Other Authors: Miin-Jye Wen
• Format: Others
• Language: zh-TW
• Published: 2004
• Online Access: http://ndltd.ncl.edu.tw/handle/43540228324168922134

碩士 === 國立成功大學 === 企業管理學系(EMBA)專班 === 92 === 　　The competition model used to focus on individual department work, now turns to integrated supply chain instead. Following the growing importance of core competence and consumers’ needs, enterprises start chasing for professionalization and large development. Consumers in modern, stressful society look for quick, convenient order making, payment paying and goods getting. However, limited resources interfere enterprises with well-rounded development. Therefore, supply the most professional logistics service and reach the goal of cost-down and high performance become a significant issue for all enterprises. 　　The research takes 7-11, the largest CVS chain in Taiwan, as the participant. Later on, work through mailing questionnaires, which analyzed by descriptive statistics, Chi-squared test, multivariate analysis of variance (MANOVA) and LISREL Model, to research current situation of logistics service industry. Furthermore, take the relation model raised by Cronin, Brady and Hult (2000) as the basic research frame, to prove whether the frame fits national logistics service and develop better model. 　　The research result turns as following: 1. 7-11 is highly satisfied with its logistics service supplier in “service quality”, “service value” and “customer satisfaction”. The result shows that logistics supplier plays a significant role in 7-11’s expansion. 2. The research discovers that empirical valuation model is the best one in relation model to explain behavior intention. Also, it proves the research frame raised by Cronin, Brady and Hult (2000) fits 7-11 logistics service. Based on PZB service quality model, the research further builds “perception model”, which shows better performance than empirical valuation model to whole samplings and zones. As the result, quality perception model fits 7-11’s logistics service best.