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| 題名: | 運用精實思維探討台灣壽險業服務創新、信任、承諾對顧客滿意度及再購意願關係之研究
Using Lean Thinking to Study the Relationship of Taiwan Life Insurance Service Innovation,Trust,Commitment and Customer Satisfaction,Repurchase Will |
| 作者: | 林家永 |
| 貢獻者: | 精實生產管理研究所 |
| 關鍵詞: | 精實思維
服務創新
信任
再購意願 |
| 日期: | 2011-07
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| 上傳時間: | 2013-11-19T08:15:36Z
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| 摘要: | 精實管理的思維模式正廣為產業界所運用，近幾年來也為服務業所使用。服務業最終目標是能快速且正確的滿足顧客真正的需要，顧客是真正能企業帶來價值與利益的主要因素，《精實革命》(Lean Thinking)一書中曾提及：「從客戶端出發，透過顧客的眼睛來確認價值，並且避免浪費。」不能增加顧客價值的活動，就是浪費。本研究嘗試將精實思維之精神與服務創新相結合，探討台灣壽險業服務創新、信任、承諾對顧客滿意度及再購意願間之關係，以期能提供相關業者的參考之用。
本研究問卷發放對象以有購買保單民眾為主，共發出380份，回收326份，扣除無效問卷54份，有效問卷272份，回收率71.5%。
研究結果如下:
一、 服務創新對顧客滿意度呈現正向關係。
二、 服務創新對顧客再購意願呈現正向關係。
三、 顧客滿意度對顧客再購意願呈現正向關係。
四、 服務創新受信任的干擾對顧客滿意度之正向關係不存在。
五、 服務創新受信任的干擾對顧客滿意度之正向關係不存在。
六、 服務創新受承諾的干擾對顧客再購意願之正向關係不存在。
七、 服務創新受承諾的干擾對顧客再購意願呈現正向關係。
Lean management thinking is widely used by industry, but also for the services used in recent years. The ultimate goal is service to the customer quickly and accurately to meet the real needs of enterprise customers are truly bring value and benefits of the main factors, "Lean Revolution" (Lean Thinking) mentioned in this book: "From the client proceed through the eyes of the customer to confirm the value, and avoid waste. "does no adding customer value activities is a waste. This study attempts to conbine lean thinking, with service innovation of Taiwan's life insurance, trust, commitment to customer satisfaction and the relationship between willingness to re-purchase, with a view to providing the industry's reference.
In this study, questionnaires were issued to people to buy insurance based, issued a total of 380 copies, 326 were received, after deducting 54 invalid questionnaires, 272 were valid responses, and returned rate were 71.5%.
The results are as follows:
1.service innovation for customer satisfaction showed a positive relationship.
2.re-purchased customer service innovation will show a positive relationship.
3.Satisfaction of the customers will purchased again showed a positive relationship.
4.Service innovation trusted interference on the positive relationship between customer satisfaction does not exist.
5.Service innovation trusted interference on the positive relationship between customer satisfaction does not exist.
6.Interference by the promise of innovative services to customers will then purchased the positive relationship does not exist.
7.Interference by the promise of innovative services to customers will purchased again showed a positive relationship. |
| 描述: | 指導教授:林亮宗 |
| 顯示於類別: | [工業工程與管理系(含精實生產管理碩士班)] 學位論文
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