流通業者在整個供應鏈上扮演著產品配銷的重要角色，其含括顧客服務、訂單處理、存貨管理、包裝與倉儲、揀貨與運輸配送，也發展出自有品牌，探索潛在顧客等，使整體流通業者提升至擁有策略能力之事業體，其中滿足顧客需求並進一步提升顧客忠誠度是提升競爭力的重要過程。故本研究以流通業為研究對象，探討服務的品質構面、顧客的滿意程度構面，以及顧客的忠誠度構面彼此之間的關聯性。在研究方法方面，本研究採用問卷調查法收集資料，並且透過迴歸分析方法進行分析，以探討服務的品質、顧客的滿意程度，以及顧客的忠誠度等構面之間的影響。分析結果顯示，服務品質對於顧客的滿意程度構面，以及顧客的忠誠度構面，皆具有正向的顯著影響，而顧客的滿意程度，則是對於顧客的忠誠度構面，也是呈現具有正向的顯著影響。
The distribution industry plays an important role in product distribution throughout the supply chain, including customer service, order processing, inventory management, packaging and warehousing, picking and shipping, and developing their own brands to explore potential customers. The overall distribution industry is upgraded to a business with strategic capabilities, in which meeting customer needs and further enhancing customer loyalty is an important process to enhance competitiveness. Therefore, this study takes the distribution industry as the research object and discusses the relationship between service quality, customer satisfaction and customer loyalty. In the research method, the questionnaire survey method was used, and the influence between service quality, customer satisfaction and customer loyalty was analyzed through regression analysis. The analysis results show that service quality has a significant positive impact on customer satisfaction and customer loyalty, and customer satisfaction has a significant positive impact on customer loyalty.
