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題名:網路銀行服務品質、關係品質、與顧客忠誠之研究
書刊名:企業管理學報
作者:周文賢游信益
作者(外文):Chow, Wayne S.Yu, Hsin-yi
出版日期:2005
卷期:65
頁次:頁31-59
主題關鍵詞:顧客忠誠網路銀行服務品質關係品質Customer loyaltyInternet bankingService qualityRelationship quality
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(10) 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:10
  • 共同引用共同引用:0
  • 點閱點閱:25
期刊論文
1.Gefen, D.、Straub, D.(2003)。Managing User Trust in B2C e-Services。E-Service Journal,2(2),7-25。  new window
2.Sahut J. M.、Hrnciar, M.(2003)。Problmatique de la Qualit des Services dlnteraet banking。Gestion,2,69-86。  new window
3.Bienstock, C. C.(1997)。Measuring Physical Distribution Service Quality。Journal of the Academy of Marketing Science,25(1),31-44。  new window
4.Furash, E. F.(1999)。Internet Strategy: Why Banks May Be Getting It Wrong and How to Get It Right。Journal of Retail Banking Services,21(2),37-42。  new window
5.Griffith, D. A.、Krampf, R. F.(1998)。An Examination of the Web-based Strategies of the Top 100 U.S. Retailers。Journal of Marketing Theory and Practice,6(3),12-23。  new window
6.Holland, J.、Baker, S. M.(2001)。Customer Participation in Creating Site Brand loyalty。Journal of Interactive Marketing,15(4),34-45。  new window
7.Jun, M.、Cai, S.(2001)。The Key Determinants of Internet Banking Service Quality: A Content Analysis。The International Journal of Bank Marketing,19(7),276-291。  new window
8.Rexha, N.、John-Kingshott, R. P.、Shang-Aw, A. S.(2003)。The Impact of the Relational Plan on Adoption of Electronic Banking。Journal of Service Marketing,17(1),53-67。  new window
9.Torkzadeh, Gholamreza、Doll, William J.(1991)。Test-Retest Reliability of the End-User Computing Satisfaction Instrument。Decision Sciences,22(1),26-38。  new window
10.Wang, H.、Lee, M. K. O.、Wang, C.(1998)。Association for Computing Machinery。Communications of the ACM,41(3),63-70。  new window
11.Johnston, Robert(1995)。The Determinants of Service Quality: Satisfiers and Dissatisfiers。International Journal of Service Industry Management,6(5),53-71。  new window
12.Yang, Z.、Peterson, R. T.、Huang, L.(2001)。Taking the pulse of internet pharmacies: Online consumers speak out on pharmacy services。Marketing Health Services,21(2),4-10。  new window
13.Van Dyke, T. P.、Kappelman, L. A.、Prybutok, V. R.(1997)。Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire。MIS Quarterly,21(2),195-208。  new window
14.Jayawardhena, C.、Foley, P.(2000)。Changes in the banking sector: The case of internet banking in the UK。Internet Research: Electronic Networking Applications and Policy,10(1),19-30。  new window
15.Wray, B.、Palmer, A.、Bejou, D.(1994)。Using Neural Network Analysis to Evaluate Buyer-Seller Relationships。European Journal of Marketing,28(10),32-48。  new window
16.Keating, B.、Rugimbana, Robert、Quazi, A.(2003)。Differentiating Between Service Quality and Relationship Quality in Cyberspace。Managing Service Quality,13(3),217-232。  new window
17.Cronin, Joseph J. Jr.、Taylor, Steven A.(1994)。SERVPERF Versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality。The Journal of Marketing,58(1),125-131。  new window
18.Liu, Chang、Arnett, Kirk P.(2000)。Exploring the factors associated with Web site success in the context of electronic commerce。Information & Management,38(1),23-33。  new window
19.Gassenheimer, Jule B.、Houston, Franklin S.、Davis, J. Charlene(1998)。The Role of Economic Value, Social Value, and Perceptions of Fairness in Interorganizational Relationship Retention Decisions。Journal of the Academy of Marketing Science,26(4),322-337。  new window
20.Meuter, Matthew L.、Ostrom, Amy L.、Roundtree, Robert I.、Bitner, Mary J.(2000)。Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters。Journal of Marketing,64(3),50-64。  new window
21.Doll, William J.、Torkzadeh, Gholamreza(1988)。The Measurement of End-User Computing Satisfaction。MIS Quarterly,12(2),259-274。  new window
22.Crosby, Lawrence A.、Evans, Kenneth R.、Cowles, Deborah(1990)。Relationship Quality in Services Selling: An Interpersonal Influence Perspective。Journal of Marketing,54(3),68-81。  new window
23.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing,56(1),6-21。  new window
24.Rust, Roland T.、Zahorik, Anthony J.(1993)。Customer Satisfaction, Customer Retention, and Market Share。Journal of Retailing,69(2),193-215。  new window
25.Storbacka, Kaj、Strandvik, Tore、Grönroos, Christian(1994)。Managing customer relationships for profit: The dynamics of relationship quality。International Journal of Service Industry Management,5(5),21-38。  new window
26.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
27.McKnight, D. Harrison、Chervany, Norman L.(2001)。What Trust Means in E-Commerce Customer Relationships: An Interdisciplinary Conceptual Typology。International Journal of Electronic Commerce,6(2),35-59。  new window
28.Zeithaml, Valarie A.、Parasuraman, Ananthanarayanan、Malhotra, Arvind(2002)。Service quality delivery through Web sites: A critical review of extant knowledge。Journal of the Academy of Marketing Science,30(4),362-375。  new window
29.Bhattacherjee, Anol(2002)。Individual Trust in Online Firms: Scale Development and Initial Test。Journal of Management Information Systems,19(1),211-241。  new window
30.Oliver, Richard L.(1980)。A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions。Journal of Marketing Research,17(4),460-469。  new window
31.Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing,56(3),55-68。  new window
32.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing,64(1),12-40。  new window
33.Roberts, Keith、Varki, Sajeev、Brodie, Rod(2003)。Measuring the Quality of Relationships in Consumer Service: An Empirical Study。European Journal of Marketing,37(1/2),169-196。  new window
研究報告
1.Zeithaml, V. A.、Parasuraman, A.、Malhotra, A.(2000)。E-Service Quality: Definition, Dimensions and Conceptual Model。Cambridge, MA:Marketing Science Institute。  new window
圖書
1.O'Brien, T. L.(2000)。Aided by Internet, identity theft soars。New York:Times。  new window
2.Jaffe, D.(2003)。Asia/Pacific eBanking Consumer Survey Study。IDC Asia/Pacific。  new window
3.Berry, L. L.、Parasuraman, A.、Zeithaml, V. A.(1991)。Marketing Services: Competing through Quality。New York:The Free Press。  new window
4.Jacoby, Jacob、Chestnut, Robert W.(1978)。Brand Loyalty: Measurement and Management。John Wiley & Sons, Inc.。  new window
其他
1.Gillespie, A.,Krishna, M.,Oliver, C.,Olsen, K.,Thiel, M.(1999)。Online Behavior--Stickiness,http://www2000.ogsm.vanderbilt.edu/student_paper.html。  new window
圖書論文
1.Anderson, Eugene W.、Fornell, C. A.(1994)。A customer satisfaction research prospectus。Service Quality: New Directions in Theory and Practice。Thousand Oaks, California:Sage。  new window
 
 
 
 
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