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題名：綜合證券商服務品質與業績績效關係之研究
書刊名：企業管理學報
作者：王精文 引用關係／沙俊豪
作者(外文)：Wang, Ching-wen／Sha, Chun-hao
出版日期：2000
卷期：48
頁次：頁27-58
主題關鍵詞：綜合證券商；服務品質；顧客滿意度；業績績效；Securities firms；Service quality；Customer satisfaction；Performance
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(8) 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:8
  • 共同引用共同引用:44
  • 點閱點閱:119
　　　　　本研究目的在於探討國內綜合證券商服務品質、顧客滿意度與業績績 效三者之間的關係，以及服務品質之因素構面。以國內某綜合證券公司為研究母 體，採定量方法以問卷調查500位顧客，共回收有效樣本275份，另以訪談方式 訪問10位業務人員。研究結果發現，顧客的期望服務水準與認知服務水準有顯 著差異。以因素分析萃取出六個服務品質構面：「保證性」、「資訊提供」、「可靠 性」、「關懷性」、「經營能力」、「有形性」。 而綜合證券商之業績績效與服務品質、顧客滿意度之間具有相關性；服務品質與 顧客滿意度之間亦有顯著正相關；營業員的業績與所提供的服務好壞也有相關性 存在。
　　　　　The purpose of this paper is to examine the relationship among service quality, customer satisfaction and sales performance, and to study the dimensions of the service quality. We used quantitative and qualitative methods. All subjects composed of customers and salesmen are from a Taiwan securities firms. 500 customers which 275 are valid are surveyed. The results showed that customers expected service quality deviate much from what service quality is perceived. Six dimensions of the service quality can be derived: assurance, information providing, reliability, empathy, operation capability, and tangibility. Securities firms sales are relevant to the service quality and customer satisfaction. Service quality and customer satisfy are highly positively related, and salesmen services have correlation with sales performance.
期刊論文
1.Berry, L. L.、Parasuraman, A.、Zeithaml, V. A.(1994)。Improving service quality in America: lessons learned。Academy of Management Executive，8(2)，32-52。  new window
2.Gummesson, Evert(1994)。Service Management: An Evaluation and the Future。International Journal of Service Industry Management，5(1)，77-96。  new window
3.Parasuraman, A.、Berry, Leonard L.、Zeithaml, Valarie A.(1993)。More on improving service quality measurement。Journal of Retailing，69(1)，140-147。  new window
4.徐中琦、廖見文(19970300)。臺灣商業銀行服務品質管理之研究。基層金融，34，99-124。  延伸查詢new window
5.Buttle, F.(1996)。SERVQUAL: review, critique, research agenda。European Journal of Marketing，36，8-32。  new window
6.Lewsis, B.、Mitchell, V.(1990)。Defining and Measuring the Quality of Custom Service。Marketing Intelligence and Planning，8，11-17。  new window
7.Mels, Gerhard、Boshoff, Christo、Nel, Deon(1997)。The Dimension of Service Quality: The Original European Perspective Revisited。Service Industries Journal，17，173-189。  new window
8.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1994)。Alternative Scales for Measuring Service Quality: A Comparative Assessment ased on Psychometric and Diagnostic Criteria。Journal Of Retailing，70，201-230。  new window
9.Teas, Richard Keeneth(1993)。Expectations, Performance Evaluation, and Consumers' Perceptions of Quality。Journal of Marketing，57(4)，18-34。  new window
10.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。  new window
11.Klose, Allen、Finkle, Todd(1995)。Service Quality and the Congruency of Employee Perceptions and Customer Expectations: The Case of an Electric Utility。Psychology & Marketing，12(7)，637-646。  new window
12.Zumbehl, Richard K.、Mayo, Richard E.(1994)。Customer Focused Quality for the Maintenance and Repair of Air Force Facilities。Project Management Journal，25(4)，32-36。  new window
13.Chidester, John A.(1995)。Tailoring Your Survey。Credit Union Management，18，30-31。  new window
14.Bolton, Ruth N.、Drew, James H.(1987)。A Multistage Model of Customers' Assessments of Service Quality and Value。Journal of Consumer Research，17(4)，375-384。  new window
15.Oliver, Richard L.(1981)。Measurement and Evaluation of Satisfaction Process in Retail Settings。Journal of Retailing，57(3)，25-48。  new window
16.Collier, David A.(1991)。A Service Quality Process Map for Credit Card Processing。Decision Sciences，22(2)，406-420。  new window
17.Reeves, Carol A.、Bednar, David A.(1994)。Defining Quality: Alternatives and Implications。Academy of Management Review，19(3)，419-445。  new window
18.Woodside, Arch G.、Frey, Lisa L.、Daly, Robert Timothy(1989)。Linking service quality, customer satisfaction, and behavioral intention。Journal of Health Care Marketing，9(4)，5-17。  new window
19.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing，49(4)，41-50。  new window
20.Fisk, Raymond P.、Brown, Stephen W.、Bitner, Mary Jo(1993)。Tracking the Evolution of the Services Marketing Literature。Journal of Retailing，69(1)，61-103。  new window
21.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。  new window
22.Zeithaml, Valarie A.(1988)。Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence。Journal of Marketing，52(3)，2-22。  new window
23.翁崇雄(1997)。影響消費者評量服務品質與服務價值之研究。品質學報，4(2)，67-103。  延伸查詢new window
24.Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1988)。SERVQUAL, a multiple-item scale for measuring customer perceptions of service quality。Journal of Retailing，64(1)，12-40。  new window
學位論文
1.王婷怡(1998)。顧客滿意、服務品質及服務價值相關性之研究(碩士論文)。國立交通大學。  延伸查詢new window
2.李永年(1998)。商品品質與服務品質對顧客滿意度及忠誠度之影響-以加油站為例(碩士論文)。國立政治大學。  延伸查詢new window
3.林明相(1998)。台灣行動電話顧客滿意影響因素之研究--以大台北地區為例(碩士論文)。國立交通大學。  延伸查詢new window
4.洪碧霞(1992)。銀行經營績效與服務品質之實證研究：上海商業儲蓄銀行為例(碩士論文)。淡江大學。  延伸查詢new window
5.陸幼麟(1995)。臺灣壽險業服務品質之研究(碩士論文)。國立中興大學。  延伸查詢new window
6.華英傑(1996)。服務品質顧客滿意度與購買傾向關係之研究：保險業之實證(碩士論文)。國立政治大學。  延伸查詢new window
7.賴仲庸(1995)。台北市人壽保險市場服務品質之實證研究(碩士論文)。東吳大學。  延伸查詢new window
8.趙松山(1995)。台北市會計師事務所服務品質之實證研究(碩士論文)。東吳大學。  延伸查詢new window
9.陳欽榮(1996)。電信服務品質實證研究--以電信總局專戶服務為例(碩士論文)。東吳大學。  延伸查詢new window
10.戴尚義(1993)。大型百貨業服務品質之實證研究(碩士論文)。國立中山大學。  延伸查詢new window
11.翁崇雄(1993)。評量服務品質與服務價值之研究：以銀行業為實證對象(博士論文)。國立臺灣大學，臺北市。new window  延伸查詢new window
12.陳晏如(1988)。銀行業服務品質之實證研究(碩士論文)。國立政治大學。  延伸查詢new window
圖書
1.Phillip, Thompson、Desouza, Glenn、Gale, Bradley T.(1985)。The Strategic Management of Service Quality。Cambridge, MA：Strategic Planning Institute。  new window
2.Kotler, Philip、Ang, Swee Hoon、Leong, Siew Meng、Tan, Chin Tiong(1996)。Marketing Management: An Asian Perspective。Prentice-Hall, Inc.。  new window
3.Kotler, Philip(1991)。Marketing Management。Prentice-Hall, Inc.。  new window
4.Sasser, W. Earl、Olsen, Richard Paul、Wyckoff, D. Daryl(1978)。Management of Service Operations: Text and Cases。Allyn & Bacon, Inc.。  new window
5.Zeithaml, Valarie A.、Bitner, Mary Jo(1996)。Service Marketing。New York：McGraw-Hill。  new window
6.Buzzell, Robert D.、Gale, Bradley T.(1987)。The PIMS Principles: Linking Strategies to Performance。New York：The Free Press。  new window
7.Gronroos, Christian(1982)。Strategic Management and Marketing in the Service Sector。Swedish School of Economics and Business Administration。  new window
圖書論文
1.Rudie, Mary J.、Wansley, H. Brant(1985)。The Merrill Lynch Quality Program。Services Marketing in a Changing Environment。Chicago：AMA。  new window
2.Collier, David A.(1990)。Measuring and Managing Service Quality。Service Management Effectiveness。Jossey-Bass Publishers。  new window
 
 
 
 
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