摘要 　　對消費者而言，賣場是消費者購物的地點；對企業而言，賣場是收入的來源，最終的目標皆是以希望消費者能不間斷以購買產品的方式，達到企業的永續經營。賣場最好的效益就是銷售量，企業可藉由銷售量的消長，衡量活動的成效，如何引發購買意願變成賣場活動企畫的目的。 　　本研究採取三個不同觀點來剖析購買意願的影響因素，促銷人員的服務品質、消費者對於產品的認知價值以及賣場體驗活動來檢視購買意願的影響，選擇紐西蘭奇異果公司做為研究對象，以期提出有效的賣場經營推廣的策略。 　　研究結果發現，服務品質、認知價值、體驗活動三者皆與購買意願皆具有顯著的相關係存在，其中服務品質的「專業可信度」、賣場體驗活動的「實體體驗」對購買意願亦呈現中度的顯著相關。在影響性上，三者皆對購買意願產生正向的且顯著的影響關係，其中服務品質中「專業可信度」、認知價值中「品質價值信賴度」、賣場體驗活動中「實體體驗」、「搭贈互動體驗」對購買意願兩個子構面呈正向顯著相關。而服務品質中「專業可信度」對認知價值與賣場體驗活動皆具有正面且顯著的影響。在不同的人口變項中，消費者對於「賣場體驗活動」中「感官情感體驗」、「實體體驗」的平均數是最高，而認知價值的「品質價值信賴度」、「方便容易性」的顯著差異則是最多。 　　對於購買意願上，服務品質的專業可信度與體驗活動的實體體驗，是購買意願影響上很重要的一環，其賣場行銷仍有進步的空間。

採購作業在企業營運過程中扮演著重要的環節，若企業可取得有利原物料成本，將可有效提升企業競爭力。企業為確保採購作業優勢，通常希望找尋更多供應廠商，以期從中取得市場最低價格之原物料。 在1990年代網際網路(Internet)與全球資訊網( World Wide Web)的出現後，買賣雙方的交易行為開始透過電子商務(Electronic Commerce)進行交易，以降低採購作業溝通處理。企業為擴大詢價來源，電子商務更發展為多家買方(採購商)對多家賣方(供應商)的B2B電子交易市集(E-Marketplace)。B2B電子交易市集發展至今，台灣企業使用B2B電子交易市集的情況始終不普及。台灣企業在面對全球市場的競爭，台灣企業是否可更有效的運用B2B電子交易市集來進行採購作業，該如何提升B2B電子交易市集的價值，協助台灣企業營造良善的採購環境及提升競爭力，為本論文的研究動機。 在探討過去研究文獻、訪談電子製造業及醫療產業廠商及針對B2B電子交易市集經營廠商平台進行比較後發現：不論買方(採購商)或賣方(供應商)都認為B2B電子交易市集應提供透明、方便及快速有效的交易環境，系統功能應具電子型錄、詢報價、訂購、帳款及電子發票等功能，會員數愈多愈好並應確保會員資質、提供24小客服服務與顧問諮詢服務、重視交易可信任度、操作介面應具親和性、重視系統穩定性、系統安全性、資料正確性及合理計費標準，以期透過B2B電子交易市集，可降低買賣的交易成本與增加雙方的獲利能力。 為提升買賣方對B2B電子交易市集價值的認同感，建議本論文研究個案F平台可朝透過雲端、開放資料(Open data)、大數據(Big Data)的運用並朝下列幾點發展，以協助企業提升競爭力：(1)營造專業採購交易平台。(2)增加主動交易媒合功能。(3)運用交易數據資料，創造新主動提醒訂購功能、增加會員資質分級管理制度、提供交易指標參考數據等構面發展。 最後，在資訊科技技術不斷的推陳出新，各技術運用也日漸普及。因此，建議未來針對B2B電子交易市集研究方向，可朝如何運用各項資訊科技(如物聯網Internet of things)，整合買賣雙方及往來關係者資源(如政府、銀行、物流業者等資訊)並朝向智慧化發展，以提供買賣雙方更透明、更便利、更快速交易環境。 / Procurement practices play an important part in the process of business operations. If companies can achieve lower material costs, this will effectively enhance their competitiveness. To ensure the advantages of procurement, it is often desirable for companies to find more suppliers in order to obtain the lowest prices from them. In the 1990s with the emergence of Internet and World Wide Web (WWW), transactions between buyers and sellers started trading through electronic commerce to reduce the procurement communication and negotiation process. In order for companies to expand their sources of the market prices, e-commerce has been developed into a B2B E-marketplace with multiple buyers and sellers. In Taiwan companies, the use of the B2B E-marketplace services, as they have been developed so far, is not always popular. Therefore, the motivation for this study is to provide Taiwan companies with a more efficient method to use B2B E-marketplace services when undertaking procurement activities, and enhance the value of the B2B E-marketplace to help Taiwan companies create a better procurement environment and improve competitiveness when they face global competition. After reviewing the previous studies in literature and interviewing the electronic manufacturing industry, the medical industry, and the B2B E-marketplace industry, I find that buyers and sellers think that the B2B E-marketplace should provide a more transparent, more convenient, more efficient, and fast trading environment, have a function with the electronic catalog, quotation and ordering system, accounts and electronic invoices, etc., have a function to attract more members and ensure their records, offer a 24-hour customer and consultant service, create a user-friendly interface, and value the trustworthiness of the transaction, the system stability and security, the data accuracy, and the reasonable fee standard in order to reduce transaction costs and increase profitability for both parties. In order to enhance the value of identity of the buyers and sellers of the B2B E-marketplace, it is recommended that the case F platform of the study be conducted through the use of the cloud, open data, big data, and following the following points to help companies enhance their competitiveness: (1) to create a professional procurement trading platform (2) to increase the active trading and the matchmaking probability (3) to use the transaction data to create a new order function with an active reminding system, increase a management function with a membership grading system, and provide transaction indexes and reference data. Finally, we know that information technologies continue to innovate and the use of any new technologies has also become increasingly popular. Therefore, for the future research in the B2B E-marketplace, it is recommended that we can use various information technologies such as the “Internet of Things”, to reassemble buyers, sellers, and other partners such as government, banking, and logistics industry involved in the transactions, and develop the wisdom to provide buyers and sellers with a more transparent, more convenient, and fast trading environment.

從銷售角度看，目前音樂錄音市場中的CD已漸趨式微，而曾被CD逼向日薄西山的黑膠，反而自數年前起異軍突起，目前已和數位下載有不相上下的成長率。黑膠持續存在市場的原因，是因為數位的音質無法令聽覺敏感者滿意，加上近年來，黑膠的價格在市場競爭下，不若以往高不可攀，也讓許多年輕族群趨之若鶩。本研究著重黑膠市場復興之行銷策略，並且從「購買動機」、「認知價值」、「服務品質」、「顧客滿意度」以及「顧客忠誠度」作研究變數，檢視個案「古碟公司」銷售黑膠營運策略。研究目的有五點：（一）探討購買動機、認知價值、服務品質對顧客滿意度及顧客忠誠度構面之意涵。（二）檢定購買動機、認知價值、服務品質對顧客滿意度及顧客忠誠度構面之關係。（三）探究人口統計項與購買動機、認知價值、服務品質對顧客滿意度及顧客忠誠度構面是否具有顯著差異性。（四）檢定顧客滿意度對顧客忠誠度是否具有顯著差異性。（五）依據量化與質化的研究，對古碟公司提出行銷策略建議。 本研究主要調查對象為到誠品音樂館購買黑膠的消費者，由於黑膠市場屬於小眾市場，問卷樣本相當有限，經誠品音樂館北中南店長鼎力協助，總共蒐集到有效樣本100份。研究結果發現：購買黑膠之顧客最為重視的是「認知價值」，其中又以「商譽」「行為與貨幣價值」最為重視。 最後，本研究針對古碟公司提出七點建議，期盼研究能與實務作出結合。 關鍵字：黑膠、誠品音樂館、購買動機、認知價值、服務品質、顧客滿意度、顧客忠誠度 / From a sales perspective, current CD in the recorded music market has declined, while that vinyl was cornered by CD, but since a few years ago, a dark horse, now and digital downloads are comparable to the growth rate. Vinyl continued market reasons, is because digital sound quality cannot have satisfactory hearing sensitivity, coupled with recently, vinyl prices under market competition, if not unattainable in the past, so many young people in droves. This study focuses on vinyl marketing strategy, with “Purchase Motivation”, “Perceived Value”, “Service Quality”, “Customer Satisfaction” and “Customer Loyalty” as research variables. There are four research purposes：(A) Investigating the meaning of vinyl Purchase Motivation, Perceived Value, Service quality, Customer satisfaction and Customer loyalty. (B) Examing vinyl Purchase Motivation, Perceived Value, Service quality, Customer satisfaction and Customer loyalty. (C) Exploring demographic variables whether there are significant differences with vinyl Purchase Motivation, Perceived Value, Service quality, Customer satisfaction and Customer loyalty or not. (D) Based on quantitative and qualitative research, give the case ''Goodiscs'' Vinyl Company’s marketing suggestions. This research survey was conducted in consumers from Eslite Music Center. A total of 100 valid samples were collected. The results showed that, in ''Goodiscs'' Vinyl Company, customers value “Perceived Value”, among which "Reputation of a firm's product”, “Monetary value and Behavioral price" the most. Finally, this study presents seven recommendations for “Goodiscs'' vinyl company, hoping to combine research with reality. Keywords: Vinyl, Eslite Music Center, Purchase Motivation, Perceived Value, Service Quality, Customer Satisfaction, Customer Loyalty

銀行產業在台灣是屬於一個高度競爭的行業，在競爭下為求生存只能不斷創新獲利模式。由最早的企業金融放款，演進到個人消費信用貸款；由信用卡手續費收入，演進到財富管理手續費收入。回顧過往銀行發展的產業史，可以發現銀行已由承擔放款風險的利差收入，進化到藉由專業化服務賺取無風險手續費收入的新世紀。財富管理業務已是各家銀行兵家必爭之地，而其中決戰的主戰場又以保險產品的行銷最為激烈。 本文以Y銀行為個案研究目標，因為它是首波台灣政府開放民營銀行中，由專業經理人創設且迄今於銀行的各項業務中皆名列前茅的模範生代表。銀行近年來已成為保險公司最大的行銷通路，最主要的原因在於市場低利率的環境下，保險產品能提供相對定存為高的報酬且能享有稅賦上的優惠。然而在主管機關加強對保險業的監理，要求類定存保險產品淡出保險市場後，銀行未來行銷保險產品的策略又該何去何從? 本研究使用問卷調查量化分析之方式，以Y銀行顧客中曾購買過保險產品之顧客為研究對象。另外，也將問卷調查中所發現的問題設計成訪談大綱，針對Y銀行通路主管進行質化深度訪談，期望藉由探討「服務品質、品牌形象、認知價值」對顧客滿意度及顧客忠誠度之關係，提供Y銀行未來訂定保險產品行銷策略的建議，更希望能健全保險產業的發展，讓保險產品回歸最原始的保障需求。 本研究得出下列結論：第一、銀行若能持續提供優質的保險軟硬體服務，銀行通路仍將長期佔據保險公司最大行銷通路的王座。第二，銀行的品牌形象優於保險公司，但仍需慎選合作的保險公司，避免損及自身品牌商譽。第三、認知價值對顧客滿意度及忠誠度影響很大，銀行應善用顧客對銀行認知較保險公司為佳的優勢。第四、銀行應加強理專的保險教育訓練，提升同仁專業的保險知識與行銷技能，方能滿足消費者對於銀行理專服務品質提升的期待。第五、銀行應該多行銷保障型保險產品，讓保險回歸保障之本質，讓顧客保險需求得到滿足，因此產生滿意度進而帶來忠誠度。 / Banking is a highly competitive industry in Taiwan. Banks have to keep renovating the profit model to survive. Banking evolution starts from early corporate lending, consumer lending, and credit card fee income to wealth management fee income. Learnt from the history, banks fee income is moving from lending, which banks bear the risk, to risk free service fee by providing professional services. Wealth management business is now the battle field in banking, and insurance product business is the fiercest area among others. The subject of this research is Y Bank. Y Bank was selected because it’s one of the top banks in all banking categories, established by professional manager, and it’s in the first wave of the Taiwan government to open private banks business. Banks are becoming the largest distribution channel for insurance products. Primarily is due to in the low interest rate environment insurance products could provide higher than fixed deposit interest rate and the tax benefit. However, now the authority is tightening the control in insurance industry and expect the Deposit Classed Insurance Products to be phase out the market, what will be the banks’ next step in insurance business? This study used quantitative analysis of questionnaires way to the bank customer in Y Customers who bought insurance products for the study. In addition, the questionnaire design issues found in a interview outline, qualitative in-depth interviews conducted for the Y channel bank supervisor. This research is looking in the relationship between customer satisfaction and loyalty from service quality, branding, perceived value aspects. Furthermore, hopefully could provide the future insurance product strategies and recommendations to the banks, develop the soundness of insurance industry, and guide the insurance products return to it’s original purpose, protection. In this study, the following conclusions: First, if banks continue to provide hardware and software quality insurance services, banking channel will occupy the throne of the insurance company's largest long-term marketing channels. Second, the bank's brand image is better than the insurance company, but bank still carefully chooses insurance companies, to avoid compromising their brand goodwill. Third, the perceived value of a great impact on customer satisfaction and loyalty, banks should take advantage of the customer perception of banks is better. Fourth, banks should enhance the knowledge of insurance professional colleagues and marketing skills in order to meet consumer demand for banking services designed to enhance the quality of management expectations. Fifth, the bank should be more marketing protection-type insurance products, the protection of the insurance back to basics, so that the customer insurance needs are met, resulting satisfaction and thus bring loyalty.

共享經濟為近幾年廣為討論的議題之一，本研究欲以Uber、Airbnb等媒合共享服務類型的網路平台，探討使用者採用共享平台的相關因素為研究方向，從價值觀點出發，考量使用者認知犧牲及認知效益，以交易成本作為採用共享平台服務所認知的犧牲，又將認知的效益分為經濟效益與非經濟效益兩種影響層面，來綜合評估使用者對於整體共享產品服務的認知價值，透過認知價值進而探討影響使用者採用共享平台的參與意圖。其中，交易成本又會受到不確定性和資產特殊性所影響。 本研究將共享平台提供的產品及服務假設五種情境，共收集476份有效問卷樣本回收分析，研究結果發現，使用者採用共享平台時認知的交易成本越低或使用者認知利益越大時，獲得的認知價值越高。其中又以認知效益對於價值感受的影響程度又比使用者認知所做出的犧牲更強。 / Sharing economy is an emerging trend with rapid growth. Many firms such as Uber and Airbnb have taken advantage of the sharing platform to provide innovative services. However, many more have failed after a substantial amount of investment. Not much research has conducted with regard to why consumers chose to use some sharing services but not others. In this research, the value-based perspective and the transaction cost theory are adopted to build a research model for explaining users’ intention to accept a sharing platform. In our model, transaction costs of using the sharing platform is considered as a sacrifice, while economic and non-economic benefits are the benefit side of the model. Uncertainty and asset specificity are considered two main factors that affect the transaction cost. A questionnaire survey was conducted to evaluate the research model. A total of 476 responses were received. SmartPLS3.0 was used to analyzed the data. The results indicate that perceived value is negatively affected by the transaction cost and positively affected by benefits gained from the platform. Perceived value has a significant effect on users’ intention to adopt a service provided on a sharing platform.