天然氣導管工程公司關係品質、忠誠度受前置因素影響之研究

The Study onInfluencing Gas Catheter Engineering Company Relationship QualityandLoyaltyby Antecedents

本研究目的為探討資訊分享、顧客導向、關係品質與忠誠度之關係。以立意抽樣方式蒐集某天然氣導管工程公司的上下游夥伴為研究對象，有效問卷共115份，達95.8%。研究方法為採用SPSS 20.0及SmartPLS 3.0統計軟體做描述性統計及結構方程模式處理資料。本研究結果為受試者與天然氣導管公司合作後仍願意持續與其保持關係，主因在於天然氣導管公司對產品及技術層面相當瞭解且保有問必答、解決問題的服務態度，造就夥伴信任天然氣導管公司且滿意產品、技術及服務，而願意與其維持關係，不會隨意結束關係。資訊分享顯著正向影響關係品質，估計值為.449；顧客導向顯著正向影響關係品質，估計值為.393；關係品質顯著正向影響忠誠度，估計值為.730；資訊分享、顧客導向透過關係品質間接正向影響忠誠度。最後，研究結論確立天然氣導管公司營運方式，能與夥伴維持良好關係品質，使得有效提升忠誠度。

This study aimed to explore the relationship among information sharing, customer orientation, relationship quality and loyalty. The research subjects are partners of Catheter Engineering Company, the valid questionnaires are 115, and the effectiverate was95.8 %. The data obtained was analyzed through a variety of statistical methods including descriptive statisticsand structural equation model by SPSS 20.0 and SmartPLS 3.0. The results were partners still willing to maintain relationships with the company.The main reason is that the company such professional about product and technology, and keep the belief to deal with any things as possible as they can, so partners trust it, get satisfied, and are willing to keep touch with it.Relationship quality oninformation sharing has a significant positive effect, β= .449; Relationship quality on customer orientation and perceived usefulness has a significant positive effect, β= .393;Loyalty on relationship quality has a significant positive effect, β= .730; Loyalty oninformation sharing and customer orientation has a significant positive effect through relationship quality.Finally, the business model is the best for the Catheter Engineering Company so far, that maintains relationships better to upgrade partner’s loyalty.