探討美容師的專業能力、顧客關係品質與顧客忠誠度之關係

ASIA unversity > 管理學院 > 經營管理學系 > 博碩士論文 > Item 310904400/112445

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题名:	探討美容師的專業能力、顧客關係品質與顧客忠誠度之關係 Exploring the Relationships among Beautician’s Professional Competency, Customer Relationship Quality, and Customer Loyalty
作者:	陳淑華 Chen, Shu-Hua
贡献者:	經營管理學系碩士在職專班
关键词:	專業能力;關係品質度;顧客忠誠度 professional competency;relationship quality;customer loyalty
日期:	2019
上传时间:	2019-11-11 02:02:50 (UTC+0)
摘要:	本研究的目標在研討美容師之專業能力、與顧客的關係品質，以及顧客忠誠度之間的關聯性。本研究針對台中某家美容 SPA 館之顧客進行問卷調查，共回收156份有效之問卷。經統計分析後得知下列幾點研究結果與發現： 1.不同年齡、學歷、每月平均收入及最常消費課程的顧客在美容師的專業能力上有顯著的差異。 2.不同性別、年齡、學歷及最常消費課程的顧客在關係品質上有顯著差異。 3.不同年齡及最常消費課程的顧客在顧客忠誠度上有顯著差異。 4.專業能力、關係品質與顧客忠誠度之間呈顯著相關。 The goal of this study is to examine the relationships among beautician's professional competency, relationship quality with customers, and customer loyalty. This study conducted a questionnaire survey of customers in a beauty salon in Taichung and collected 156 valid questionnaires. After statistical analysis, the study has following findings： 1.Significant differences exist in beautician’s professional competency among respondents with different age, academic qualification, average monthly income, and most frequently consumed courses. 2.Significant differences exist in relationship quality among respondents with different gender, age, qualification, and most frequently consumed. 3.Significant differences exist in customer loyalty among respondents with different age and most frequently consumed courses. 4.Significant correlations exist among professional competency, relationship quality, and customer loyalty.
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