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()理論便利度聯栗館例TheStudyofConvenienceStoresValue-addedServiceRelationshipbetweenServiceSatisfactionandRepurchaseCasestudybytheKung-KuanVillage,Miao-LiCounty李行劉年便利度聯栗館例TheStudyofConvenienceStoresValue-addedServiceRelationshipbetweenServiceSatisfactionandRepurchaseCasestudybytheKung-KuanVillage,Miao-LiCounty李Student:Wen–ChiehLi劉Advisor:Dr.Chung–PingLiuAdvisor:Dr.Yuan-YiChen理論AThesisSubmittedtoDepartmentofBusinessAdministrationYuDaCollegeofBusinessinPartialFulfillmentoftheRequirementsfortheDegreeofMasterofBusinessAdministrationJuly2009Taiwan,R.O.C.年便利度聯栗館例李劉理便利了便利類異栗館便利參PZB料IPA(ImportantPerformanceAnalysis)數量來館便利度不異金3000六金299i-Cash不2金路行李便利略參便利–度IVTheStudyofConvenienceStoresValue-addedServiceRelationshipbetweenServiceSatisfactionandRepurchaseCasestudybytheKung-KuanVillage,Miao-LiCountyStudent:Wen–ChiehLiAdvisor:Dr.Chun-PingLiuAdvisor:Dr.Yuan-IChenGraduateSchoolofBusinessAdministrationYuDaCollegeofBusinessABSTRACTTheresearchmainlyliesinunderstandingvalue-addedservicerelationshipbetweenservicesatisfactionandrepurchase.Itwillcheckupontheexpectationbeforestayinginandthesatisfaction.Aftertheexpectation,thesatisfyingdegreeofvariancewillbefoundout.ConveniencestoreiscloselylinkedtopubliclifeintheTaiwan.Peoplecan’tlivewithouttheconveniencestores.Theobjectofthestudyis“ConvenienceStores”,whichislocatedatKung-KuanVillage,Miao-LiCounty.Inthisstudy,Iusethetheoryof“ServiceQualityModelofPZB”,andtheSERVQUALcharttomakeaquestionnaireforfieldresearchintheConvenienceStores.Themethodofquestionnaireinrandomsamplingwasused.TheanalysesareruleofIPA.ThroughIPA(ImportantPerformanceAnalysis)methods,thisstudyfindsoutthattherecognitionandsatisfactionlevelvarywiththedifferentgroupwithservicesatisfactionandrepurchase.Theresearchresultsareshownasfollows.Thecorrelationbetweenservicesatisfactionandrepurchaseisverycloseonserviceitemandvalue-addedservice.Theconsumersusevalue-addedserviceunder$3000and60%consumedunder$299inshopping.Mostconsumerscareforsettingupbathroomandcomplainthehighpriceofproducts.Somepeoplerecommendthestoretokeepclean.Theyhopefor“i-Cash”morevalue-addedandwithunlimitedpaymentunder$20,000;forremoteWebHDsave&read;andforbackpackersbeingabletoleavetheirbaggagetakentemporarycareof.Theresultmaysupplyfortherelatedenterprisetotakereferenceof.Keywords:ConvenienceStores,Value-addedService,ServiceSatisfaction,Repurchase,Important-PerformanceAnalysis.V聯見栗林15拉DBU了EMBA旅易便利便利了見劉論利論林玲論見論更更良理論識益良勞年力靖蓮路不玲葉Jeff料便利李栗年VI錄20I論IIIIIIVVVI錄IX錄X錄XIII論流便利度料IPA度IPA論論參路錄IX錄202-17-ELEVEN便利說…………………………142-2便利說…………………………………152-3便利說………………………………162-4OK便利說…………………………………172-52003~2007年6連便利數率202-6連………………………………………212-7連…………222-8路………………………222-9便利………………………………………242-10栗館便利………………………252-11便利………………………………262-12………………………………………………302-13PZB……………………………………………332-14度量…………………………………………………382-15………………………………………………403-1SERVQUAL量……………………473-2IPA領…………………………………………494-1栗館便利料數…………544-2率………………………………………………554-3………………………………………………554-4金………………………………………………554-5便金…………………………………564-6……………………………………………………564-7………………………………………………………574-8………………………59X4-9便利度IPA…604-10…………………………………………624-11IPA……..………………………………634-12IPA……………..…………………………644-13IPA……………………………………………644-14IPA………………………………………654-15女IPA………………………………………664-16女PA……………………………………664-17年20IPA………………………………674-18年21~30IPA………………………………684-19年31~40IPA………………………………684-20年41IPA…….…………………………694-21年IPA……………………………..…694-22度IPA………….……………704-23度IPA………………………714-24度IPA………………………724-25度IPA…………………………724-26IPA…………………………………734-27IPA…………………………………744-28IPA………………………744-29金IPA………………………………754-30IPA………………………………764-31IPA……………………………………764-32IPA………………………………………774-33IPA……………………………………784-34IPA……………………………………784-35IPA……………………………………794-3619999IPA……………………80XI4-3720000~39999IPA..……..………814-3840000~59999IPA………………824-3960000IPA…………………824-40IPA…………………………………834-41便利IPA……844-42………………………864-43IPA…………………………874-44便利IPA884-45IPA…894-46IPA……904-47IPA………914-48不IPA……934-49不年IPA……944-50不度IPA954-51不IPA…..1004-52不IPA1034-53不便利IPA1045-1SWOT………………………………………………1095-2SWOT……………………………………………………1105-3SWOT…………………………………………………1105-4館便利SWOT…………………………………111XII錄201-1流…………………………………………………………52-1栗流便利…………………………………182-2館便利……………………………………192-3…………………………………………………352-4類………………………………………………………373-1…………………………………………………………433-2-度………………………………………513-3-度………………………………524-1館便利……604-2館便利…624-3……………624-4……………634-5………………644-6………………654-7女………………654-820…………674-92130………674-103140………684-1141………694-12………704-13度………714-14度…714-15……734-16………734-17…74XIII4-18金…754-19…754-20……764-21……………774-22……………774-23…………784-2419999…804-252000039999804-264000059999814-2760000…824-28館便利874-29館便利……874-30…………894-31……………904-32………………904-33………………914-34女………………914-3520…………924-362130…………924-373140…………934-3841…………934-39…………944-40度…………944-41度…954-42……………964-43……………964-44………964-45金………97XIV4-46………974-47……………974-48………………984-49………………984-50…………984-5119999……1004-5220000399991014-5340000599991014-5460000……101XV1論2009年69,502便利2300來2,4說度便利1927年拉(SouthlanIceCompany)(JoeC.Thompson)利1946年711便更7-ELEVEn1962年7-ELEVEn24便利1970年7-ELEVEn便利1979年24便利行便利了更便利了論便利便利例...都便利不行更不行24都便利年來便利ATM便利更便利了領金便利便利便利便利(車)列AT