服務品質與關係品質對消費者行為意向之研究：以系統櫥櫃公司為例

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Title:	服務品質與關係品質對消費者行為意向之研究：以系統櫥櫃公司為例 A Study of Service Quality and Relationship Quality on Consumer Behavioral Intention: A Case Study of System Cabinet Company
Authors:	羅貴 LUO, KUEI
Contributors:	經營管理學系
Keywords:	服務品質;關係品質;消費者行為意向;系統櫥櫃 Service Quality;Relationship Quality;Consumer Behavioral Intention;System Cabinet
Date:	2022-05-20
Issue Date:	2022-10-28 08:14:23 (UTC+0)
Publisher:	亞洲大學
Abstract:	面對寸土寸金的土地，現代人越來越重視居家的舒適與美觀設計，回到家就像一個避風港一樣，提供人們溫暖且舒適的環境。近年面臨疫情，廚房成為國人花較多時間的地方，讓國人深深體會廚房的重要性。為讓廚房的空間能妥善運用不浪費，又能貼近使用者的需求，系統櫥櫃成為現代人的首選。本研究主要目的是為了解系統廚櫃公司的服務提供者所提供的服務品質和與消費者彼此間建立的關係，對於消費者行為意向之影響。為了達到本研究目的，以體驗過系統廚櫃公司服務的消費者為研究對象進行資料搜集。本研究為量化分析並使用網路問卷進行調查，分別採用SPSS 19進行資料分析。本研究使用網路問卷進行資料之收集，共回收183份有效問卷。資料統計分析顯示：(1)服務品質與關係品質對消費者行為意向產生正向影響。(2) 服務品質與關係品質透過服務價值能對消費者行為意向產生正面之影響。最後根據本研究的實證結果提供研究結果與實務意涵，並提供建議以利後續研究者未來可持續研究之方向。 With the property value increasing over time, people pay more and more attention to the comfort and aesthetic design of their homes, and return home like a haven, providing them with a warm and comfortable environment. During the recent pandemic, the kitchen has become the place where people spend more time and appreciate the necessity of the kitchen. In order to organize the kitchen space properly without wasting it and to be close to the needs of users, a cabinet storage system has become the first choice of people. The key aim of this study is to understand the effects of consumers’ behavioral intentions, including the quality of services provided by the solution providers with the system cabinet company and the relationships established between clients and the services provider. Therefore, data were collected from consumers who have experience in the services of a system cabinet company to achieve the aim of this study. This study adopted a quantitative analysis that a web-based questionnaire was used to conduct the survey, and SPSS 19 was employed to analyze the data. A total of 183 valid questionnaires were collected using the online questionnaire. The results of the data analysis showed that: (1) service quality and relationship quality have a positive influence on consumer behavioral intention. (2) service quality and relationship quality can positively influence consumers' behavioral intentions through service value. Lastly, we provide research findings and practical implications based on the empirical results of this study and provide recommendations for future sustainable research directions for subsequent researchers.
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