本研究選定高雄市地區3C 連鎖通路體系消費者為調查對象，採便利抽樣發放500 份問卷回 收整理後，有388 份有效問卷，有效回收率為77.60％。本研究發現：服務品質對3C 連鎖通路體 系之消費滿意度有顯著正向影響，又以服務品質之可靠性對顧客滿意度的影響最大；且關係行銷 品質對服務品質與顧客滿意度有正向干擾效果。企業可以透過提升服務品質改善顧客知覺價值和 滿意度，同時3C 消費者所感受之顧客滿意度程度也可能來自於關係行銷品質之干擾效果。

This study endeavored to explore the impact of service quality on customer satisfaction, and to further discuss the interference effect of quality of relationship marketing on service quality and customer satisfaction. The participants of this study were consumers of the 3C chain store system in Kaohsiung City. The method of convenience sampling was adopted, and an interview survey was conducted by on-site personnel, with 500 questionnaires distributed, there were a total of 388 valid questionnaires, with a recovery rate of 77.6%. The findings of this study are as follows: service quality has a significant positive effect on consumer satisfaction related to the 3C chain store system, and reliability in service quality has the biggest impact on customer satisfaction. Quality of relationship marketing has a positive interference effect on service quality and customer satisfaction. Therefore, enterprises can improve customer perceived value and satisfaction by enhancing their service quality and the moderating effect of relationship marketing.