:::

詳目顯示

回上一頁
題名:滿意的顧客為何不忠誠?替代性吸引與權力距離干擾因素探討
作者:潘睿彬
作者(外文):PAN, RUIE-BIN
校院名稱:國立臺北大學
系所名稱:企業管理學系
指導教授:游 志 青
學位類別:博士
出版日期:2022
主題關鍵詞:物業管理顧客滿意顧客忠誠替代性吸引權力距離Property ManagementCustomer SatisfactionCustomer LoyaltyAttractiveness of AlternativesPower Distance
原始連結:連回原系統網址new window
相關次數:
  • 被引用次數被引用次數:期刊(0) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:0
  • 共同引用共同引用:0
  • 點閱點閱:0
台灣的物業管理服務業不僅與我們的生活習習相關,也是台灣現在重要的服務業之一。由於該產業的一些特殊性,因而形成業內顧客忠誠度容易下降,而有較高的顧客轉換率。甚至在物業管理服務的實務上,發現很多公寓大廈的住戶對業者提供的服務滿意度頗高,但是卻無法繼續獲得續約,以致於出現有滿意的顧客卻不忠誠的現象。然而回顧現有的文獻,探討物業管理服務業之顧客滿意與忠誠之間的關係,以及可能之調節變數的研究卻相當稀少。故本研究主要針對高單價且重視業者服務品質與知覺價值的物業管理服務,進行有關顧客滿意與顧客忠誠之間各變數之影響關係,以及影響他們差異性之可能變項的探討,期能提供給產、官、學界做為經營管理實務上之參考,並填補理論上相關之研究缺口。
本研究以高單價之物業服務顧客為研究對象,進行網路問卷調查,共回收有效樣本426份。以AMOS結構方程模型進行假說檢驗與結構模型評估,並分別以拔靴法(bootstrapping)及SEM多群組分析檢定中介與干擾效果,研究結果發現:顧客知覺的服務品質對於顧客滿意度未具有正向影響,顧客知覺價值對於顧客滿意度及顧客滿意度對於顧客忠誠度則均具有正向影響。在中介效果部分,顧客滿意度在服務品質與顧客忠誠度之間未具有中介效果,知覺價值則會透過顧客滿意度的完全中介效果影響顧客忠誠度。在干擾效果部分,當替代性吸引力增強時,就會弱化干擾滿意度對忠誠度的影響,而公寓大廈住戶與管理委員會之間存在有高權力距離,並干擾其顧客滿意度對忠誠度的影響效果。
本研究結果對物業管理產業提供了以下二點實務上之管理意涵:一、顧客滿意是物業管理服務業要提升顧客忠誠的重要關鍵因子,追求「完全滿意」才是業者要確保顧客忠誠與維持持續性競爭優勢的關鍵所在。二、物業管理業者在致力於提升公寓大廈住戶的滿意度時,亦應該注意與管理委員會成員之間,維繫良好的關係。
Not only is the property management service industry in Taiwan relevant to our daily lives, but it is also a significant service industry in Taiwan today. As a result of the specific characteristics of this industry, the loyalty of customers in the industry is prone to decline and results in a high customer turnover rate. In the practice of property management services, it has been noticed that many residents of apartment buildings are satisfied with the services provided by the operators, but the latter are unable to have their contracts renewed and come up with resulting in satisfied but disloyal consumers. Nevertheless, few existing studies have examined the relationship between customer satisfaction and loyalty and the possible moderating variables in the property management service industry. Therefore, this study plans to contribute to the literature in that industry by addressing the corresponding research discrepancy. The results of this study also provide practical references for business management and government.
In this study, an online survey was conducted with a total of 426 valid samples of high-end property service clients in Taiwan. The AMOS structural equation model was employed to investigate the hypothesis and evaluate a structural model, while bootstrapping and SEM multi-group (multi-sample) analysis were applied to determine the mediation and moderation effects. Results indicated that perceived service quality had no positive effect on customer satisfaction, while perceived value had a positive effect on customer satisfaction, and customer satisfaction had a positive effect on customer loyalty. Moreover, customer satisfaction had no mediation effect between service quality and customer loyalty, while perceived value affected customer loyalty via perfect mediation effect of customer satisfaction. Regarding moderation effects, when attractiveness of alternatives increases, it weakens the effect of satisfaction on loyalty, while with greater power distance between residents of apartment and the management board, it weakens the effect of satisfaction on loyalty.
The results of this study provide the following practical implications for the property management industry: (1) The pursuit of "total satisfaction" is critical to the property management service industry to ensure customer loyalty and maintain a sustainable competitive advantage; (2) While striving to enhance the satisfaction of apartment residents, property management providers should pay extra attention to maintain decent relationships with management committee members.
一、中文部分
李家瑩、方郁惠、吳柏勳(2013)。以期望理論及公平理論探討線上服務失誤補救。電子商務學報,15(3),367-388。
林鉦棽、彭台光(2012)。組織研究的中介檢測:緣起,爭議,研究設計和分析。管理學報,29(4),333-354.
林錫勳、曲聰德(2010)。物業管理服務品質管理與績效指標之建立。物業管理學報,1(2),23-32。
邱志聖(2014)。策略行銷分析-架構與實務應用。四版。台北市:智勝文化。
邱皓政(2005)。量化研究法(二)-統計原理與分析技術(初版)。台北市:雙葉書廊有限公司。
姜廷宜、彭雲宏、蘇南(2016)。應用Kano模式觀點探究物業管理服務品質。物業管理學報,7(2),53-65。
高永昆、李永然、王化榛(2006)。物業管理服務業產業結構暨支援資訊服務系統之研發。內政部建築研究所:台北市
郭燿禎、周瑞生、孫國勛、陳冠宇(2010)。公寓大廈管理維護業服務品質構念暨滿意度研究。物業管理學報,1(1),73-82。
陳怡靜、胡學誠(2012)。公寓大廈住戶對物業管理公司負向服務觀感之關鍵事件研究。物業管理學報,3(2),17-28。
陳淑美、林佩萱 (2013)。住宅社區管理維護服務品質, 滿意度與不動產價值關係之研究。建築學報,8(6),191-205。
陳棟燦、李玥瑩(2016)。探討集合住宅管理公司服務之品質。物業管理學報,7(1),27-38。
黃金田、呂世通、孫國勳、古鴻坤(2011)。物業管理之發展策略探討。運籌與管理學刊,10(1),31-49。
黃慧新、劉瓊嬬(2014)。期望失驗與定錨點概念下之網路口碑之動態性效果研究。行銷科學學報,10(1),17-39。
黃輝雄、蘇宏仁、曾光華、張佳榮(2012)。不同服務失誤情況下, 歸因和補償對消費者知覺價格公平性之影響。臺大管理論叢,22(2),309-339。
潘睿彬(2013)。結合Kano與IPA模型探討台灣豪宅物業管理之服務品質(未出版之碩士論文)。國立臺北大學企業管理學系,新北市。
鄭怡君、蔡俊傑 (2016)。Bootstrap中介效果結構方程模式分析。體育學系學刊,15,102-114。
二、英文部分
Adams, J. S. (1965). Inequity in social exchange. In Advances in experimental social psychology, 2, 267-299.
Afthanorhan, A., Awang, Z., Rashid, N., Foziah, H., & Ghazali, P. (2019). Assessing the effects of service quality on customer satisfaction. Management Science Letters, 9(1), 13-24.
Agrawal, R., Gaur, S. S., & Narayanan, A. (2012). Determining customer loyalty: Review and model. The marketing review, 12(3), 275-289.
Akbar, M. M., & Parvez, N. (2009). Impact of service quality, trust, and customer satisfaction on customers loyalty. ABAC journal, 29(1), 24-38.
Albaity, M., & Melhem, S. B. (2017). Novelty seeking, image, and loyalty—The mediating role of satisfaction and moderating role of length of stay: International tourists' perspective. Tourism management perspectives, 23, 30-37.
Ali, B. J., Gardi, B., Jabbar Othman, B., Ali Ahmed, S., Burhan Ismael, N., Abdalla Hamza, P., & Anwar, G. (2021). Hotel service quality: The impact of service quality on customer satisfaction in hospitality. International Journal of Engineering, Business and Management, 5(3), 14-28.
Ali, M., & Raza, S. A. (2017). Service quality perception and customer satisfaction in Islamic banks of Pakistan: the modified SERVQUAL model. Total Quality Management & Business Excellence, 28(5), 559-577.
Ali, R., Leifu, G., YasirRafiq, M., & Hassan, M. (2015). Role of perceived value, customer expectation, corporate image and perceived service quality on the customer satisfaction. Journal of Applied Business Research, 31(4), 1425-1436.
Alnawas, I., & Hemsley-Brown, J. (2019). Examining the key dimensions of customer experience quality in the hotel industry. Journal of Hospitality Marketing & Management, 28(7), 833-861.
Amalia, I., & Murwatiningsih, M. (2016). The Influence of Destination Image and Customer Value toward Customer Loyalty through a Customer Satisfaction The Tourist District Guci Tegal. Management Analysis Journal, 5(3), 257-268.
Anderson, E. W., & Fornell, C. (2000). Foundations of the American customer satisfaction index. Total quality management, 11(7), 869-882.
Anderson, E. W., & Sullivan, M. W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing science, 12(2), 125-143.
Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability. Findings from Sweden: Journal of marketing, 58(3), 53-66.
Anderson, J. C. and Gerbing, D. W. (1988), Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411-423.
Anderson, J. C., & Narus, J. A. (1990), A model of distributor firm and manufacturer firm working partnership. Journal of Marketing, 54(1), 42-58.
Anderson, R. E. (1973). Consumer dissatisfaction: The effect of disconfirmed expectancy on perceived product performance. Journal of marketing research, 10(1), 38-44.
Andreassen, T. W., & Lindestad, B. (1998). Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise.International Journal of service Industry management, 9(1), 7-23.
Ardiani, E., & Murwatiningsih, M. (2017). Membangun Loyalitas Konsumen melalui Citra Merek, Kualitas Pelayanan dan Kepuasan Konsumen. Management Analysis Journal, 6(3), 274-284.



Ashraf, S., Ilyas, R., Imtiaz, M., & Ahmad, S. (2018). Impact of service quality, corporate image and perceived value on brand loyalty with presence and absence of customer satisfaction: A study of four service sectors of Pakistan. International. Journal of Academic Research in Business and Social Sciences, 8(2), 452-474.
Asnawi, A., Awang, Z., Afthanorhan, A., Mohamad, M., & Karim, F. J. M. S. L. (2019). The influence of hospital image and service quality on patients’ satisfaction and loyalty. Management Science Letters, 9(6), 911-920.
Aydin, S., Özer, G., & Arasil, Ö. (2005). Customer loyalty and the effect of switching costs as a moderator variable: A case in the Turkish mobile phone market. Marketing intelligence & planning, 23(1), 89-103
Back, K. J., & Parks, S. C. (2003). A brand loyalty model involving cognitive, affective, and conative brand loyalty and customer satisfaction. Journal of hospitality & tourism research, 27(4), 419-435.
Bagozzi, R. P. and Yi, Y. (1988), “On the evaluation of structural equation models, Journal of the Academy of Marketing Science, 16(1), 74-94.
Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the academy of marketing science, 16(1), 74-94.
Baker, D. A., & Crompton, J. L. (2000). Quality, satisfaction and behavioral intentions. Annals of tourism research,27(3), 785-804.
Baron, R. M.,Kenny, D. A.(1986).The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51(6), 1173-1182.
Beals, K. P., Impett, E. A., & Peplau, L. A. (2002). Lesbians in love: Why some relationships endure and others end. Journal of Lesbian Studies, 6(1), 53-63.
Beerli, A., Martin, J. D., & Quintana, A. (2004). A model of customer loyalty in the retail banking market. European journal of marketing, 38(1/2), 253-275.
Bei, L. T., & Chiao, Y. C. (2001). An integrated model for the effects of perceived product, perceived service quality, and perceived price fairness on consumer satisfaction and loyalty. Journal of consumer satisfaction, dissatisfaction and complaining behavior, 14, 125.
Bennett, N., & Lemoine, J. (2014). What VUCA really means for you. Harvard business review, 92(1/2).
Bentler, P. M., & Bonett, D. G. (1980). Significance tests and goodness of fit in the analysis of covariance structures. Psychological Bulletin, 88(3), 588–606.
Berry, L. L. (1983). Relationship marketing. Emerging perspectives on services marketing, 66(3), 33-47.
Bettencourt, L. A. (1997). Customer voluntary performance: Customers as partners in service delivery. Journal of retailing, 73(3), 383-406.
Bharadwaj, S.G., Varadarajan, P.R., & Fahy, J. (1993). Sustainable competitive advantage in service industries: A conceptual model and research propositions. Journal of Marketing, 57(4), 83-99.
Bienstock, C. C., DeMoranville, C. W., & Smith, R. K. (2003). Organizational citizenship behavior and service quality. Journal of services marketing, 17(4), 357-378.
Bitner, M. J. (1990). Evaluating service encounters: the effects of physical surroundings and employee responses. Journal of marketing, 54(2), 69-82.
Bitner, M. J. (2000). The servicescape. Handbook of services marketing and management, 37-50.
Blanchard, R. F., & Galloway, R. L. (1994). Quality in retail banking. International Journal of Service Industry Management, 5(4), 5-23.
Bloemer, J. M., & Lemmink, J. G. (1992). The importance of customer satisfaction in explaining brand and dealer loyalty. Journal of marketing management, 8(4), 351-363.
Bloemer, J., & De Ruyter, K. (1999). Customer loyalty in high and low involvement service settings: the moderating impact of positive emotions. Journal of marketing management, 15(4), 315-330.
Bloemer, J., De Ruyter, K., & Peeters, P. (1998). Investigating drivers of bank loyalty: the complex relationship between image, service quality and satisfaction. International Journal of bank marketing, 16(7), 276–286.
Bollen, K. A. (1989). Structural equations with latent variables. New York: Wiley.

Bollen, K. A., & Stine, R. (1990). Direct and indirect effects: Classical and bootstrap estimates of variability. Sociological methodology, 20, 115-140.
Boshoff, C., & Gray, B. (2004). The relationships between service quality, customer satisfaction and buying intentions in the private hospital industry. South African journal of business management, 35(4), 27-37.
Bradley, G. L., & Sparks, B. A. (2012). Antecedents and consequences of consumer value: A longitudinal study of timeshare owners. Journal of Travel Research, 51(2), 191-204.
Brady, M. K., & Cronin, Jr., J. (2001). Some new thoughts on conceptualizing perceived service quality. A hierarchical approach. Journal of Marketing, 65(3), 34-49.
Brodie, R. J., Whittome, J. R., & Brush, G. J. (2009). Investigating the service brand: A customer value perspective. Journal of business research, 62(3), 345-355.
Brown, T. J., Churchill, G. A. Jr. & peter, P. (1993). Research note: Improving the measurement of service quality. Journal of Retailing, 69(1), pp.127-139.
Brown, T. M. (1952). Habit persistence and lags in consumer behaviour. Econometrica. Journal of the Econometric Society, 20(3), 355-371.
Burnham, T. A., Frels, J. K., & Mahajan, V. (2003). Consumer switching costs: a typology, antecedents, and consequences. Journal of the Academy of Marketing Science, 31(2), 109-126.
Cardozo, R. N. (1965). An experimental study of customer effort, expectation, and satisfaction. Journal of marketing research, 2(3), 244-249.
Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer satisfaction. European journal of marketing, 36(7/8), 811-828.
Caruana, A., Money, A. H., & Berthon, P. R. (2000). Service quality and satisfaction–the moderating role of value. European Journal of marketing, 34(11/12), 1338-1352.
Chang, H. H., Wang, Y. H., & Yang, W. Y. (2009). The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value. Total quality management, 20(4), 423-443.

Chaudhuri, A., & Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to brand performance: the role of brand loyalty. Journal of marketing, 65(2), 81-93.
Chen, C. F., & Chen, F. S. (2010). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism management, 31(1), 29-35.
Chen, S. C., & Lin, C. P. (2015). The impact of customer experience and perceived value on sustainable social relationship in blogs: An empirical study. Technological Forecasting and Social Change, 96, 40-50.
Cheung, G. W. (2009). A multiple-perspective approach to data analysis in congruence research.Organizational Research Methods, 12(1), 63-68.
Cheung, G. W., & Lau, R. S. (2008). Testing mediation and suppression effects of latent variables: Bootstrapping with structural equation models. Organizational research methods, 11(2), 296-325.
Chiguvi, D. (2016). Impact of total quality management on customer satisfaction in the retail sector: Case of indigenous supermarkets in Botswana. European Journal of Business and Management, 8(28), 119-131.
Chinomona, R., Masinge, G., & Sandada, M. (2014). The influence of e-service quality on customer perceived value, customer satisfaction and loyalty in South Africa. Mediterranean Journal of Social Sciences, 5(9), 331-341.
Choi, S., & Mattila, A. S. (2008). Perceived controllability and service expectations: Influences on customer reactions following service failure. Journal of Business Research, 61(1), 24-30.
Chuah, S. H. W., Marimuthu, M., Kandampully, J., & Bilgihan, A. (2017). What drives Gen Y loyalty? Understanding the mediated moderating roles of switching costs and alternative attractiveness in the value-satisfaction-loyalty chain. Journal of retailing and consumer services, 36, 124-136.
Chuah, S. H. W., Rauschnabel, P. A., Marimuthu, M., Thurasamy, R., & Nguyen, B. (2017). Why do satisfied customers defect? A closer look at the simultaneous effects of switching barriers and inducements on customer loyalty. Journal of Service Theory and Practice, 27(3), 616-641.

Churchill Jr, G. A., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of marketing research, 19(4), 491-504.
Copeland, M. T. (1923). Relation of consumers' buying habits to marketing methods. Harvard business review, 1(2), 282-289.
Cronin Jr, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of retailing, 76(2), 193-218.
Cronin, J. J. and S. A. Taylor (1992). Measuring service quality: Areexamination and extension. Journal of Marketing, 56(3), 55-68.
Crosby, L. A., Evans, K. R., & Cowles, D. (1990). Relationship quality in services selling: an interpersonal influence perspective. Journal of marketing, 54(3), 68-81.
Czepiel, J. A., Rosenberg, L. J., & Akerele, A. (1974). Perspectives on consumer satisfaction. NY: New York University, Graduate School of Business Administration.
DAM, S. M., & DAM, T. C. (2021). Relationships between service quality, brand image, customer satisfaction, and customer loyalty. The Journal of Asian Finance, Economics and Business, 8(3), 585-593.
Daniels, M. A., & Greguras, G. J. (2014). Exploring the nature of power distance: Implications for micro-and macro-level theories, processes, and outcomes. Journal of Management, 40(5), 1202-1229.
Darmawan, D. (2018). The effect of service quality, customer satisfaction and corporate image on customer loyalty in the banking sector in Indonesia. Journal of Business and Management, 19(11), 46-51.
Davidson, R., & MacKinnon, J. G. (2008). Bootstrap inference in a linear equation estimated by instrumental variables. The Econometrics Journal, 11(3), 443-477.
Dick, A. S., & Basu, K. (1994). Customer loyalty: toward an integrated conceptual framework. Journal of the academy of marketing science, 22(2), 99-113.
Dodds, W. B., & Monroe, K. B. (1985). The effect of brand and price information on subjective product evaluations. ACR North American Advances, 12, 85-90.

Dodds, W. B., Monroe, K. B., & Grewal, D. (1991). Effects of price, brand, and store information on buyers’ product evaluations. Journal of marketing research, 28(3), 307-319.
Dorfman, P. W., & Howell, J. P. (1988). Dimensions of national culture and effective leadership patterns: Hofstede revisited. Advances in international comparative management, 3(1), 127-150.
Dube, L., & Maute, M. F. (1998). Defensive strategies for managing satisfaction and loyalty in the service industry. Psychology & Marketing, 15(8), 775-791.
Edward, M., & Sahadev, S. (2011). Role of switching costs in the service quality, perceived value, customer satisfaction and customer retention linkage. Asia Pacific Journal of Marketing and Logistics. 23(3). 327-345.
Edward, M., George, B. P., & Sarkar, S. K. (2010). The impact of switching costs upon the service quality–perceived value–customer satisfaction–service loyalty chain: a study in the context of cellular services in India. Services Marketing Quarterly, 31(2), 151-173.
El-Adly, M. I. (2019). Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, 50, 322-332.
El-Adly, M. I., & Eid, R. (2016). An empirical study of the relationship between shopping environment, customer perceived value, satisfaction, and loyalty in the UAE malls context. Journal of Retailing and Consumer Services, 31, 217-227.
Engel, J. F., Kollat, D. T., Blackwell, R. D., Kollat, D., Blackwell, R., & Engel, J. (1968). A model of consumer motivation and behavior. Research in Consumer Behavior, New York, NY: Holt, Rinehart and Winston, Inc., 3-20.
Etzel, M. J.,Walker, B. J. & Stanton W. J. (2001). Marketing Management (12th ed.). Boston, MA: McGraw Hill-Irwin.
Etzel, M., Walker, B. J., Stanton, W., & Pandit, A. (2008). Marketing concepts and cases (13th edn.) Tata Mcgrawhill.New Delhi.
Famiyeh, S., Asante-Darko, D., & Kwarteng, A. (2018). Service quality, customer satisfaction, and loyalty in the banking sector: The moderating role of organizational culture. International Journal of Quality & Reliability Management. 35(8).

Farida, N. (2014). Analysis of the satisfaction model on repeat purchases. JDM (Journal of Management Dynamics), 5(2). 200-208.
Festinger, L. (1957). A theory of cognitive dissonance (Vol. 2). Stanford university press.
Fida, B. A., Ahmed, U., Al-Balushi, Y., & Singh, D. (2020). Impact of service quality on customer loyalty and customer satisfaction in islamic banks in the Sultanate of Oman. Sage Open, 10(2), 1-10.
Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of marketing, 56(1), 6-21.
Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of marketing, 56(1), 6-21.
Fornell, C. and Larcker, D. F. (1981), “Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(3), 39-50.
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American customer satisfaction index: nature, purpose, and findings. Journal of marketing, 60(4), 7-18.
Fredericks, J. O., & Salter, J. M. (1995). Beyond customer satisfaction. Management Review, 84(5), 29-33.
Gallarza, M. G., & Saura, I. G. (2006). Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students’ travel behaviour. Tourism management, 27(3), 437-452.
Garvin, D. A. (1987). Competing on the Eight Dimensions of Quality. Harvard Business Review, 65(11-12), 101-109.
Gaski, J. F. and Nevin, J. R. (1985). The differential effects of exercised and unexercised power sources in a marketing channel. Journal of Marketing Research, 22(2), 130-142.
Gefen, D., D. Straub, and M. Boudreau (2000) "Structural Equation Modeling Techniques and Regression: Guidelines for Research Practice. Communications of the Association for Information Systems, 7(7), 1-78.
Ghazali, E., Nguyen, B., Mutum, D. S., & Mohd-Any, A. A. (2016). Constructing online switching barriers: examining the effects of switching costs and alternative attractiveness on e-store loyalty in online pure-play retailers. Electronic Markets, 26(2), 157-171.

Goel, A., & Yang, N. (2015). An assessment of service quality and resulting customer satisfaction in Pakistan International Airlines: Findings from foreigners and overseas Pakistani customers. International Journal of Quality and Reliability Management, 32(5), 486–502.
Griffin, J. (1995). Customer loyalty: How to earn It & how to keep It., New York: Lexington Books.
Gronholdt, L., Martensen, A., & Kristensen, K. (2000). The relationship between customer satisfaction and loyalty: cross-industry differences. Total quality management, 11(4-6), 509-514.
Gronroos, C. (1982). Internal Marketing-Theory and Practice. In American Marketing Association Services Marketing Conference Proceedings, 41-47.
Gronroos, C. (1990). Service Management and Marketing. Lexington, MA: Lexington Books.
Hair, J., Anderson, R., Tatham, R. and Black, W. (1998) Multivariate data analysis (5th Ed) , New Jersey: Biostat.
Hallowell, R. (1996). The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study. International journal of service industry management, 7(4), 27-42.
Han, H., Hwang, J., Lee, M. J., & Kim, J. (2019). Word-of-mouth, buying, and sacrifice intentions for eco-cruises: Exploring the function of norm activation and value-attitude-behavior. Tourism Management, 70, 430-443.
Hart, C. W., Heskett, J. L., & Sasser Jr, W. E. (1990). The profitable art of service recovery. Harvard business review, 68(4), 148-156.
Hau, L. N., & Thuy, P. N. (2012). Impact of service personal values on service value and customer loyalty: a cross-service industry study. Service business, 6(2), 137-155.
Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., & Schlesinger, L. A. (1994). Putting the service-profit chain to work. Harvard business review, 72(2), 164-174.
Hiller, N. J., Day, D. V., & Vance, R. J. (2006). Collective enactment of leadership roles and team effectiveness: A field study. The Leadership Quarterly, 17(4), 387-397.
Hoelter, J.W. (1983). The analysis of covariance structures: Goodness-of-fit indices, Sociological Methods and Research, 11, 325–344.
Hofstede, G. (1980). Culture’s consequences: Comparing values, behaviors, institutions and organizations across nations (2nd ed). CA: Sage.
Hofstede, G. (1997). The Archimedes effect. Working at the interface of cultures: Eighteen lives in social science, 47-61.
Hofstede, G. (2001). Culture’s Consequences: Comparing Values, Behaviors, Institutions, and Organizations Across Nations (2nd ed). Sage, Thousand Oaks, CA.
Hofstede, G., Hofstede, G. J., & Minkov, M. (2010). Cultures and organizations: Software of the mind (3rd ed.). New York: McGraw-Hill.
Homburg, C., & Giering, A. (2001). Personal characteristics as moderators of the relationship between customer satisfaction and loyalty—an empirical analysis. Psychology & Marketing, 18(1), 43-66.
Howard, J. A., & Sheth, J. N. (1969). The theory of buyer behavior. New York: Wiley.
Hsieh, A. T., & Li, C. K. (2008). The moderating effect of brand image on public relations perception and customer loyalty. Marketing intelligence & planning, 26(1), 26-42.
Hu, H. H., Kandampully, J., & Juwaheer, T. D. (2009). Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study. The service industries journal, 29(2), 111-125.
Hu, L. T., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural equation modeling: a multidisciplinary journal, 6(1), 1-55.
Huppertz, J. W., Arenson, S. J., & Evans, R. H. (1978). An application of equity theory to buyer-seller exchange situations. Journal of marketing research, 15(2), 250-260.
Hutchinson, J., Lai, F., & Wang, Y. (2009). Understanding the relationships of quality, value, equity, satisfaction, and behavioral intentions among golf travelers. Tourism management, 30(2), 298-308.
Inman, J. J., Dyer, J. S., & Jia, J. (1997). A generalized utility model of disappointment and regret effects on post-choice valuation. Marketing Science, 16(2), 97-111.
Ishaq, I. M. (2012). Perceived value, service quality, corporate image and customer loyalty: Empirical assessment from Pakistan. Serbian Journal of Management, 7(1), 25-36.
Jacoby, J. (1971). Personality and innovation proneness. Journal of Marketing Research, 8(2), 244-247.
Jacoby, J., & Kyner, D. B. (1973). Brand loyalty vs. repeat purchasing behavior. Journal of Marketing research, 10(1), 1-9.
Jacoby, J., Chestnut, R. W., & Fisher, W. A. (1978). A behavioral process approach to information acquisition in nondurable purchasing. Journal of marketing research, 15(4), 532-544.
Jacoby, Jacob,(1971)“A Model of Multi Brand Loyal. Journal of Adverting Research, 11, 25-30
Jani, D., & Han, H. (2014). Personality, satisfaction, image, ambience, and loyalty: Testing their relationships in the hotel industry. International Journal of Hospitality Management, 37, 11-20.
Javed, F., & Cheema, S. (2017). Customer satisfaction and customer perceived value and its impact on customer loyalty: the mediational role of customer relationship management. The Journal of Internet Banking and Commerce, 1-14.
Javidan, M., House, R. J., Dorfman, P. W., Hanges, P. J., & Sully de Luque, M. (2006). Conceptualizing and measuring cultures and their consequences: a comparative review of GLOBE's and Hofstede's approaches. Journal of international business studies, 37(6), 897-914.
Jeng ,S. P. (2004), “Customer loyalty in competitive markets: Alternative attractiveness, switching costs and satisfaction effects. Fu Jen Management Review, 11(1), 77-96.
Johnson, M. D., & Fornell, C. (1991). A framework for comparing customer satisfaction across individuals and product categories. Journal of economic psychology, 12(2), 267-286.
Johnson, M. D., Gustafsson, A., Andreassen, T. W., Lervik, L., & Cha, J. (2001). The evolution and future of national customer satisfaction index models. Journal of economic Psychology, 22(2), 217-245.
Jones, M. A., & Suh, J. (2000). Transaction‐specific satisfaction and overall satisfaction: an empirical analysis. Journal of services Marketing, 14(2).

Jones, M. A., Mothersbaugh, D. L., & Beatty, S. E. (2000). Switching barriers and repurchase intentions in services. Journal of retailing, 76(2), 259-274.
Jones, T. O. & W. E. Jr. Sasser (1995), Why Satisfied Customer Defect. Harvard Business Review, 73(6), 88-99.
Joudeh, J. M., & Dandis, A. (2018). Service quality, customer satisfaction and loyalty in an internet service providers. International Journal of Business and Management, 13(8), 108-120.
Kandampully, J., & Suhartanto, D. (2000). Customer loyalty in the hotel industry: the role of customer satisfaction and image. International journal of contemporary hospitality management, 12(6), 346-351.
Karatepe, O. M. (2011). Service quality, customer satisfaction and loyalty: the moderating role of gender. Journal of Business Economics and Management, 12(2), 278-300.
Kasiri, L. A., Cheng, K. T. G., Sambasivan, M., & Sidin, S. M. (2017). Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty. Journal of Retailing and Consumer Services, 35, 91-97.
Keller, K. L., & Kotler, P. (2015). Holistic marketing: a broad, integrated perspective to marketing management. In Does Marketing Need Reform?: Fresh Perspectives on the Future (1st ed.). NY: Routledge.
Keshavarz, Y., & Jamshidi, D. (2018). Service quality evaluation and the mediating role of perceived value and customer satisfaction in customer loyalty. International Journal of Tourism Cities,4(2), 220-244.
Khalifa, A. S. (2004). Customer value: a review of recent literature and an integrative configuration. Management decision, 42(5), 645-666.
Khalifa, G. S., & Fawzy, N. M. (2017). Measuring e-Sevice Quality (Expection vs Perception) From Travel Agencies’perpective: An Empirical Study on Egyptian Hotel Websites. International Journal on Recent Trends in Business and Tourism, 1(3), 36-48.
Kim, H. W., Chan, H. C., & Gupta, S. (2007). Value-based adoption of mobile internet: an empirical investigation. Decision support systems, 43(1), 111-126.


Kim, M. K., Park, M. C., Park, J. H., Kim, J., & Kim, E. (2018). The role of multidimensional switching barriers on the cognitive and affective satisfaction-loyalty link in mobile communication services: Coupling in moderating effects. Computers in Human Behavior, 87, 212-223.
Koc, M. (2013). Student teachers' conceptions of technology: A metaphor analysis. Computers & Education, 68, 1-8.
Kotler, P., & Fox, K. F. (1995). Strategic marketing for educational institutions (2nd ed.). New Jersey: Prentice Hall.
Kotler, P., & Keller, K. L. (2012). Marketing management (14th ed.). Upper Saddle River, New Jersey: Prentice Hall.
Kotler, P., 1997, Marketing Management: Analysis, Planning, Implementation, andControl (9th ed), New Jersey: Prentice-Hall.
Krystallis, A., & Chrysochou, P. (2014). The effects of service brand dimensions on brand loyalty. Journal of Retailing and Consumer Services, 21(2), 139-147.
Lai, L. H., Liu, C. T., & Lin, J. T. (2011). The moderating effects of switching costs and inertia on the customer satisfaction-retention link: auto liability insurance service in Taiwan. Insurance markets and companies: analyses and actuarial computations, 2(1), 69-78.
Lau, R. S., Cheung, G. W. (2012). Estimating and comparing specific mediation effects in complex latent variable models. Organizational Research Methods, 15, 3-16.
Lee, H. S. (2013). Major moderators influencing the relationships of service quality, customer satisfaction and customer loyalty. Asian Social Science, 9(2), 1.
Lee, M. S., Hsiao, H. D., & Yang, M. F. (2010). The study of the relationships among experiential marketing, service quality, customer satisfaction and customer loyalty. International Journal of Organizational Innovation, 3(2), 352-378.
Lee, M., & Cunningham, L. F. (2001). A cost/benefit approach to understanding service loyalty. Journal of services Marketing,15(2), 113-130
Lee, Y. T., & Antonakis, J. (2014). When preference is not satisfied but the individual is: How power distance moderates person–job fit. Journal of Management, 40(3), 641-675.

Lemon, K. N., White, T. B., & Winer, R. S. (2002). Dynamic customer relationship management: Incorporating future considerations into the service retention decision. Journal of marketing, 66(1), 1-14.
Leoland, M. (2014). The nature of customer relationships in services, in Advances in Services Marketing & Management, 4,141-167.
Li, F., Lu, H., Hou, M., Cui, K., & Darbandi, M. (2021). Customer satisfaction with bank services: The role of cloud services, security, e-learning and service quality. Technology in Society, 64, 101487.
Liat, C. B., Mansori, S., & Huei, C. T. (2014). The associations between service quality, corporate image, customer satisfaction, and loyalty: Evidence from the Malaysian hotel industry. Journal of hospitality marketing & management, 23(3), 314-326.
Lovelock, C. H. & Yip, G. S. (1996). Developing Global Strategies for Service businesses. California Management Review, 38(2), 64-86.
Macintosh, G., & Lockshin, L. S. (1997). Retail relationships and store loyalty: a multi-level perspective. International Journal of Research in marketing, 14(5), 487-497.
Magalhaes, S. H. D. J. P. (2009). The differential effects of switching costs and attractiveness of alternatives on customer loyalty (Doctoral dissertation). NOVA University of Lisbon, Portugal.
Mahamad, O., & Ramayah, T. (2010). Service quality, customer satisfaction and loyalty: A test of mediation. International business research, 3(4), 72.
Marakanon, L., & Panjakajornsak, V. (2017). Perceived quality, perceived risk and customer trust affecting customer loyalty of environmentally friendly electronics products. Kasetsart Journal of Social Sciences, 38(1), 24-30.
Martensen, A., & Grønholdt, L. (2003). Improving library users’ perceived quality, satisfaction and loyalty: an integrated measurement and management system. The Journal of Academic Librarianship, 29(3), 140-147.
Martínez-Ruiz, M. P., Jiménez-Zarco, A. I., & Izquierdo-Yusta, A. (2010). Customer satisfaction's key factors in Spanish grocery stores: Evidence from hypermarkets and supermarkets. Journal of Retailing and Consumer Services, 17(4), 278-285.

McDougall, G. H., & Levesque, T. (2000). Customer satisfaction with services: putting perceived value into the equation. Journal of services marketing, 14(5), 392-410.
Millan, A., & Esteban, A. (2004). Development of a multiple-item scale for measuring customer satisfaction in travel agencies services. Tourism management, 25(5), 533-546.
Mittal, B., & Lassar, W. M. (1998). Why do customers switch? The dynamics of satisfaction versus loyalty. Journal of services marketing, 12(3), 177-194.
Moliner, M. A., Sánchez, J., Rodríguez, R. M., & Callarisa, L. (2007). Relationship quality with a travel agency: The influence of the postpurchase perceived value of a tourism package. Tourism and Hospitality Research, 7(3-4), 194-211.
Monroe, K.B. (1990) Pricing: Making Profitable Decisions (2nd ed.). New York: McGraw Hill.
Mulaik, S.A., James, L.R., Van Alstine, J., Bennett, N., Lind, S. & Stilwell, C.D. (1989). Evaluation of goodness-of-fit indices for structural equation models. Psychological Bulletin, 105, 430–445.
Newell, F. (2000) Loyalty.com: Customer Relationship Management in the New Era of Internet Marketing. New York: McGraw Hill.
Ngo, V. M., & Nguyen, H. H. (2016). The relationship between service quality, customer satisfaction and customer loyalty: An investigation in Vietnamese retail banking sector. Journal of competitiveness, 8(2), 103-116.
Nitecki, D. A., & Hernon, P. (2000). Measuring service quality at Yale University’s libraries. The Journal of Academic Librarianship, 26(4), 259-273.
Nuchsarapringviriya, F., & Ismail, S. (2015). Service quality, customer satisfaction and customer loyalty in Thailand’s audit firms. International Journal of Management and Applied Science, 1(5), 34-40.
Nunnally, J. C. (1978) Psychometric Theory (2nd ed.). New York: McGraw-Hill.
Nyadzayo, M. W., & Khajehzadeh, S. (2016). The antecedents of customer loyalty: A moderated mediation model of customer relationship management quality and brand image. Journal of retailing and consumer services, 30, 262-270.
Oliva, T. A., Oliver, R. L., & MacMillan, I. C. (1992). A catastrophe model for developing service satisfaction strategies. Journal of marketing, 56(3), 83-95.
Oliver Richard, L. (1997). Satisfaction: A behavioral perspective on the consumer. New York: Irwin-McGraw-Hill.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of marketing research, 17(4), 460-469.
Oliver, R. L. (1999). Whence consumer loyalty?. Journal of marketing, 63(4), 33-44.
Olorunniwo, F., & Hsu, M. K. (2006). A typology analysis of service quality, customer satisfaction and behavioral intentions in mass services. Managing Service Quality: An International Journal, 16(2), 106-123.
Olsen, S. O. (2002). Comparative evaluation and the relationship between quality, satisfaction, and repurchase loyalty. Journal of the academy of marketing science, 30(3), 240-249.
Olshavsky, R. W., & Miller, J. A. (1972). Consumer expectations, product performance, and perceived product quality. Journal of marketing research, 9(1), 19-21.
Orel, F. D., & Kara, A. (2014). Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market. Journal of Retailing and Consumer services, 21(2), 118-129.
Padlee, S. F., Thaw, C. Y., & Zulkiffli, S. N. A. (2019). The relationship between service quality, customer satisfaction and behavioural intentions. Tourism and hospitality management, 25(1), 121-139.
Parasuraman, A., & Grewal, D. (2000). The impact of technology on the quality-value-loyalty chain: a research agenda. Journal of the academy of marketing science, 28(1), 168-174.
Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retaling, 64(1), 12-40.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of marketing, 49(4), 41-50.
Parker, C & Mathews, BP (2001). Customer satisfaction: contrasting academic and consumers’ interpretations. Marketing Intelligence & Planning, 19(1), 38-44.
Patterson, P. G., & Smith, T. (2003). A cross-cultural study of switching barriers and propensity to stay with service providers. Journal of retailing, 79(2), 107-120.
Patterson, P. G., & Spreng, R. A. (1997). Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business‐to‐business, services context: an empirical examination. International Journal of service Industry management, 8(5), 414-434.
Peppers, D., & Rogers, M. (1997). The money trap. Sales & Marketing Management, 149(5), 58-60.
Permana, M. V. (2013). Increasing Customer Satisfaction through Product Quality and Service Quality. JDM (Journal of Management Dynamics), 4(2).115-131.
Petrick, J. F. (2002). Development of a multi-dimensional scale for measuring the perceived value of a service. Journal of leisure research, 34(2), 119-134.
Petrick, J. F., & Backman, S. J. (2002). An examination of the construct of perceived value for the prediction of golf travelers’ intentions to revisit. Journal of travel research, 41(1), 38-45.
Petrick, J. F., Backman, S. J., Bixler, R., & Norman, W. C. (2001). Analysis of golfer motivations and constraints by experience use history. Journal of Leisure Research, 33(1), 56-70.
Pick, D., & Eisend, M. (2014). Buyers’ perceived switching costs and switching: a meta-analytic assessment of their antecedents. Journal of the Academy of Marketing Science, 42(2), 186-204.
Picon, A., Castro, I and Roldan, J. (2014) The relationship between satisfaction and loyalty: A mediator analysis. Journal of Business Research, 67(5), 746–751
Ping Jr, R. A. (1993). The effects of satisfaction and structural constraints on retailer exiting, voice, loyalty, opportunism, and neglect. Journal of retailing, 69(3), 320-352.
Ping Jr, R. A. (2003). Antecedents of satisfaction in a marketing channel. Journal of Retailing, 79(4), 237-248.

Polo, Y., Sese, F. J., & Verhoef, P. C. (2011). The effect of pricing and advertising on customer retention in a liberalizing market. Journal of Interactive Marketing, 25(4), 201-214.
Preacher, K. J., & Hayes, A. F. (2004). SPSS and SAS procedures for estimating indirect effects in simple mediation models. Behavior research methods, instruments, & computers, 36(4), 717-731.
Priyo, J. S., Mohamad, B., & Adetunji, R. R. (2019). An examination of the effects of service quality and customer satisfaction on customer loyalty in the hotel industry. International Journal of Supply Chain Management, 8(1), 653-663.
Prus, A., & Brandt, D. R. (1995). Understanding your customers. Marketing tools, 2(5), 10-14.
Qayyum, A., Khang, D. B., & Krairit, D. (2013). An analysis of the antecedents of loyalty and the moderating role of customer demographics in an emerging mobile phone industry. International Journal of Emerging Markets, 8(4), 373-391.
Rao, P. S., & Sahu, P. C. (2013). Impact of service quality on customer satisfaction in hotel industry. IOSR Journal of Humanities and Social Science, 18(5), 39-44.
Raphel, M., & Raphel, N. (1995). Up the loyalty ladder: Turning sometime customers into full-time advocates of your business (1st ed.). NY: Harpercollins.
Reichheld, F. F., & Sasser, W. E. (1990). Zero defeofions: Quoliiy comes to services. Harvard business review, 68(5), 105-111.
Reynolds, K. E., & Arnold, M. J. (2000). Customer loyalty to the salesperson and the store: examining relationship customers in an upscale retail context. Journal of personal selling & sales management, 20(2), 89-98.
Reynolds, K. E., & Beatty, S. E. (1999). Customer benefits and company consequences of customer-salesperson relationships in retailing. Journal of retailing, 75(1), 11-32.
Rimawan, E., Mustofa, A., & Mulyanto, A. D. (2017). The influence of product quality, service quality and trust on customer satisfaction and its impact on customer loyalty (Case Study PT ABC Tbk). International Journal of Scientific & Engineering Research, 8(7), 2330-2336.

Rundle‐Thiele, S., & Mackay, M. M. (2001). Assessing the performance of brand loyalty measures. Journal of Services Marketing, 15(7), 529-546.
Rusbult, C. E. (1980). Commitment and satisfaction in romantic associations: A test of the investment model. Journal of experimental social psychology, 16(2), 172-186.
Rust, R. T., & Oliver, R. L. (1994). Service Quality: Insights and manegerial implications from the frontier in Service Quality: New directions in theory and practice. NY: Sage Publication.
Rust, R. T., & Zahorik, A. J. (1993). Customer satisfaction, customer retention, and market share. Journal of retailing, 69(2), 193-215.
Ryu, K., & Han, H. (2010). Influence of the quality of food, service, and physical environment on customer satisfaction and behavioral intention in quick-casual restaurants: Moderating role of perceived price. Journal of Hospitality & Tourism Research, 34(3), 310-329.
Ryu, K., Han, H., & Kim, T. H. (2008). The relationships among overall quick-casual restaurant image, perceived value, customer satisfaction, and behavioral intentions. International Journal of Hospitality Management, 27(3), 459-469.
Ryu, K., Lee, H. R., & Kim, W. G. (2012). The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions. International journal of contemporary hospitality management, 24(2), 200-223.
Santouridis, I., & Trivellas, P. (2010). Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece. The TQM Journal, 22(3), 330-343.
Schiffman LG, Kanuk LL, Wisenblit J (2010). Consumer Behavior (10th ed.). Upper Saddle River, NJ: Pearson Prentice Hall.
Schlesinger, H., & Von der Schulenburg, J. M. G. (1991). Search costs, switching costs and product heterogeneity in an insurance market. Journal of Risk and Insurance, 58(1), 109-119.
Selnes, F. (1993). An examination of the effect of product performance on brand reputation, satisfaction and loyalty. European Journal of marketing, 27(9), 19-35.

Setiawan, H., & Sayuti, A. J. (2017). Effects of service quality, customer trust and corporate image on customer satisfaction and loyalty: an assessment of travel agencies customer in South Sumatra Indonesia. IOSR Journal of Business and Management (IOSR-JBM), 19(5), 31-40.
Shanka, M. S. (2012). Bank service quality, customer satisfaction and loyalty in Ethiopian banking sector. Journal of Business Administration and Management Sciences Research, 1(1), 001-009.
Shankar, V., Smith, A. K., & Rangaswamy, A. (2003). Customer satisfaction and loyalty in online and offline environments. International journal of research in marketing, 20(2), 153-175.
Sharma, N., & Patterson, P. G. (2000). Switching costs, alternative attractiveness and experience as moderators of relationship commitment in professional, consumer services. International journal of service industry management, 11(5), 470-490.
Sheth, J. N., Newman, B. I., & Gross, B. L. (1991). Why we buy what we buy: A theory of consumption values. Journal of business research, 22(2), 159-170.
Singh, J., & Sirdeshmukh, D. (2000). Agency and trust mechanisms in consumer satisfaction and loyalty judgments. Journal of the Academy of marketing Science, 28(1), 150-167.
Sirohi, N., McLaughlin, E. W., & Wittink, D. R. (1998). A model of consumer perceptions and store loyalty intentions for a supermarket retailer. Journal of retailing, 74(2), 223-245.
Sit, J., & Merrilees, B. (2005). Understanding satisfaction formation of shopping mall entertainment seekers: A conceptual model. In Proceedings of the Australian and New Zealand Marketing Academy Conference (ANZMAC 2005) (pp. 106-114). University of Western Australia.
Spreng, R. A., & Mackoy, R. D. (1996). An empirical examination of a model of perceived service quality and satisfaction. Journal of retailing, 72(2), 201-214.
Stank, T. P., Goldsby, T. J., & Vickery, S. K. (1999). Effect of service supplier performance on satisfaction and loyalty of store managers in the fast food industry. Journal of operations management, 17(4), 429-447.
Stum, D. L., & Thiry, A. (1991). Building customer loyalty. Training and development Journal, 45(4), 34-36.
Sumadi, S., & Soliha, E. (2015). The Effect of Bank Image and Trust on Loyality Mediated by Customer Satisfaction. JDM (Jurnal Dinamika Manajemen), 6(2), 121-132.
Surahman, I. G. N., Yasa, P. N. S., & Wahyuni, N. M. (2020). The Effect of Service Quality on Customer Loyalty Mediated by Customer Satisfaction in Tourism Villages in Badung Regency. Jurnal Ekonomi & Bisnis JAGADITHA, 7(1), 46-52.
Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of retailing, 77(2), 203-220.
Tabaku, E., & Kushi, E. (2013). Service quality, customer satisfaction, perceived value and brand loyalty: a critical review of the literature. Academic Journal of Interdisciplinary Studies, 2(9), 223.
Tam, J. L. (2004). Customer satisfaction, service quality and perceived value: an integrative model. Journal of marketing management, 20(7-8), 897-917.
Tarn, J. L. (1999). The effects of service quality, perceived value and customer satisfaction on behavioral intentions. Journal of Hospitality & Leisure Marketing, 6(4), 31-43.
Tarus, D. K., & Rabach, N. (2013). Determinants of customer loyalty in Kenya: does corporate image play a moderating role?. The TQM Journal, 25(5), 473-491.
Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998). Customer evaluations of service complaint experiences: implications for relationship marketing. Journal of marketing, 62(2), 60-76.
Taylor, S. A., & Baker, T. L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions. Journal of retailing, 70(2), 163-178.
Teas, R. K., & Agarwal, S. (2000). The effects of extrinsic product cues on consumers’ perceptions of quality, sacrifice, and value. Journal of the Academy of marketing Science, 28(2), 278-290.
Temerak, M. S. (2016). Examining the impact of the attractiveness of alternatives on customers’ perceptions of price tolerance: Moderation and mediation analyses. Journal of Financial Services Marketing, 21(4), 284-297.
Thaler, R. (1985). Mental accounting and consumer choice. Marketing science, 4(3), 199-214.
Thorbjornsen, H., Breivik, E., & Supphellen, M. (2002). Consumer-brand relationships: A test of alternative models. In American Marketing Association. Conference Proceedings (Vol. 13, p. 283). American Marketing Association.
TRAN, V. D., & LE, N. M. T. (2020). Impact of service quality and perceived value on customer satisfaction and behavioral intentions: Evidence from convenience stores in Vietnam. The Journal of Asian Finance, Economics and Business, 7(9), 517-526.
Truong, T. H., & Foster, D. (2006). Using HOLSAT to evaluate tourist satisfaction at destinations: The case of Australian holidaymakers in Vietnam. Tourism management, 27(5), 842-855.
Tse, D. K., & Wilton, P. C. (1988). Models of consumer satisfaction formation: An extension. Journal of marketing research, 25(2), 204-212.
Tuncer, İ., Unusan, C., & Cobanoglu, C. (2021). Service quality, perceived value and customer satisfaction on behavioral intention in restaurants: An integrated structural model. Journal of Quality Assurance in Hospitality & Tourism, 22(4), 447-475.
Upamannyu, N. K., Gulati, C., Chack, A., & Kaur, G. (2015). The effect of customer trust on customer loyalty and repurchase intention: The moderating influence of perceived CSR. International Journal of Research in IT, Management and Engineering, 5(4), 1-31.
Van Oudenhoven, J. P., Prins, K. S., & Buunk, B. P. (1998). Attitudes of minority and majority members towards adaptation of immigrants. European journal of social psychology, 28(6), 995-1013.
Vázquez-Carrasco, R., & Foxall, G. R. (2006). Influence of personality traits on satisfaction, perception of relational benefits, and loyalty in a personal service context. Journal of retailing and consumer services, 13(3), 205-219.
Wantara, P. (2015). The relationships among service quality, customer satisfaction, and customer loyalty in library services. International Journal of Economics and Financial Issues, 5(1S), 264-269.
Weiner, B. (1980). A cognitive (attribution)-emotion-action model of motivated behavior: An analysis of judgments of help-giving. Journal of Personality and Social psychology, 39(2), 186.
Westbrook, R. A., & Oliver, R. L. (1991). The dimensionality of consumption emotion patterns and consumer satisfaction. Journal of consumer research, 18(1), 84-91.
Williams, L. I., and Hazer, J. T., (1986). Antecedents and consequences of satisfaction and commitment in turnover models: A reanalysis using latent variable structural equation methods, Journal of Applied Psychology, 71(2), 219-231.
Wood, C. M., & Scheer, L. K. (1996). Incorporating perceived risk into models of consumer deal assessment and purchase intent. ACR North American Advances, 23, 399-404.
Woodruff. Robert B. (1997). Customer Value: The Next Source for Competitive Advantage. Journal of the Academy of Marketing Science, 25(2). 139-153.
Woodside, A. G., Frey, L. L., & Daly, R. T. (1989). Linking service quality, customer satisfaction, and behavio. Marketing Health Services, 9(4), 5-17.
Wu, T. H., Weng, S. J., Pan, R. B., Kim, S. H., Gotcher, D., & Tsai, Y. T. (2020). Exploring service quality combining Kano model and importance-performance analysis-customer satisfaction of luxury housing service management. International Journal of Services, Economics and Management, 11(1), 71-95.
Yang, Z., & Peterson, R. T. (2004). Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychology & marketing, 21(10), 799-822.
Yang, Z., & Peterson, R. T. (2004). Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychology & marketing, 21(10), 799-822.
Yim, C. K. B., Chan, K. W., & Hung, K. (2007). Multiple reference effects in service evaluations: Roles of alternative attractiveness and self-image congruity. Journal of Retailing, 83(1), 147-157.
Yu, Y. T., & Dean, A. (2001). The contribution of emotional satisfaction to consumer loyalty. International journal of service industry management, 12(3), 234-250.
Zehir, C., Sehitoglu, Y., Narcikara, E., & Zehir, S. (2014). ES-quality, perceived value and loyalty intentions relationships in internet retailers. Procedia-Social and Behavioral Sciences, 150, 1071-1079.

Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. Journal of marketing, 52(3), 2-22.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of marketing, 60(2), 31-46.
Zeithaml, Valerie & Bitner, Mary Jo. (2012). Service Marketing (6th ed.). New Jersey: McGraw Hill.
Zhang, X., Ding, X., Ma, L., & Wang, G. (2018). Identifying factors preventing sustainable brand loyalty among consumers: A mixed methods approach. Sustainability, 10(12), 4685.
二、網路資料
美國商務部(2020)。https://www.commerce.gov/data-and-reports
行政院主計總處(2021)。https://www.dgbas.gov.tw/np.asp?ctNode=6281
內政部營建署(2021)。https://www.cpami.gov.tw/%E6%94%BF%E5%BA%9C%E8%B3%87%E8%A8%8A%E5%85%AC%E9%96%8B/%E4%B8%BB%E5%8B%95%E5%85%AC%E9%96%8B%E8%B3%87%E8%A8%8A/%E6%96%BD%E6%94%BF%E8%A8%88%E7%95%AB%E6%A5%AD%E5%8B%99%E7%B5%B1%E8%A8%88%E5%8F%8A%E7%A0%94%E7%A9%B6%E5%A0%B1%E5%91%8A/%E7%87%9F%E5%BB%BA%E7%B5%B1%E8%A8%88%E8%B3%87%E8%A8%8A.html
Mulder, M. (1977). The daily power game. Leiden: Martinus Nijhoff.
http://dx.doi.org/10.1007/978-1-4684-6951-6


 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
QR Code
QRCODE