| Other| 1. | Rust, R. T., Zahorik, A. J., & Keiningham, T. L.(1995)。Return of quality (roq): Making service quality financially accountable。   | | 2. | Phillips, L. W. Chang, D. R.,& Buzzell, R. D.(1983)。Product quality, cost position, and business performance: A test of some key hypothesis。 | | 3. | 黃玟瑜(2000)。銀行業服務品質與經營績效關聯性之研究。 延伸查詢 | 期刊論文| 1. | Gale, B. T.、Buzzel, R. D.(1989)。Market Perceived Quality--Key Strategic Concept。Planning Review，6-15，48。 | | 2. | Grönroos, Christian(1990)。Relationship Approach to Marketing in Service Contexts: The Marketing and Organizational Behavior Interface。Journal of Business Research，20(1)，3-11。 | | 3. | Loveman, G. W.(1998)。Employee Satisfaction, Customer Loyalty and Financial Performance: An Empirical Examination of the Service Profit Chain in Retail Banking。Journal of Service Research，1(1)，18-31。 | | 4. | Itiner, C. D.、Larcker, D. F.(1998)。Are nonfinancial measures leading indicators of financial performance? An analysis of customer satisfaction。Journal of Accounting Research，36(Supplement)，1-35。 | | 5. | Carr, L. P.(1992)。Applying cost of quality to a service business。Sloan Management Review,，Summer，72-77。 | | 6. | Van Winkle, John R.、Welsh, Gary R.(1993)。Origin, Development, and Current Status of Fiduciary Duties in Close Corporations: Has Indiana Adopted a Strict Good Faith Standard。Ind. L. Rev.，26，1216。 | | 7. | Athanassopoulos, A. D.(1997)。Service Quality and Operating Efficiency Synergies for Management Control in the Provision of Financial Services: Evidence from Greek Bank Branches。European Journal of Operational Research，98(2)，pp. 300-313。 | | 8. | Berger, A. N.、Mester, L. J.(1997)。Inside the Black Box: What Explains Differences in the Efficiencies of Financial Institutions?。Journal of Banking and Finance，21(7)，895-947。 | | 9. | 鄭秀玲、劉育碩(20000300)。銀行規模、多角化程度與經營效率分析：資料包絡法之應用。人文及社會科學集刊，12(1)，103-148。 延伸查詢 | | 10. | Hauser, J. R.、Simester, D. I.、Wernerfelt, B.(1994)。Customer Satisfaction Incentives。Marketing Science，13(4)，327-350。 | | 11. | 鄭秀玲、周群新(19980900)。調整風險後之銀行效率分析：臺灣銀行業的實證研究。經濟論文叢刊，26(3)，337-366。 延伸查詢 | | 12. | 張石柱、蕭幸金、譚雯華(20041100)。以策略觀點探討新舊銀行之經營效率--結合平衡計分卡及資料包絡分析法。當代會計，5(2)，207-234。 延伸查詢 | | 13. | Roth, A. V.、Jackson III, W. E.(1995)。Strategic Determinants of Service Quality and Performance: Evidence from the Banking Industry。Management Science，41(11)，1720-1733。 | | 14. | Greising, D.(19940808)。Quality: How to Make it Pay。Business Week，1(8)，54-59。 | | 15. | Zeithaml, V. A.(2000)。Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn。Journal of the Academy of Marketing Science，28(1)，67-85。 | | 16. | Berger, Allen N.、Humphrey, David B.(1991)。The Dominance of Inefficiencies over Scale and Product Mix Economies in Banking。Journal of Monetary Economics，28(1)，117-148。 | | 17. | Banker, Rajiv D.、Charnes, Abraham、Cooper, William Wager(1984)。Some Models for Estimating Technical and Scale Inefficiencies in Data Envelopment Analysis。Management Science，30(9)，1078-1092。 | | 18. | Heskett, James L.、Jones, Thomas O.、Loveman, Gary W.、Sasser, W. Earl Jr.、Schlesinger, Leonard A.(1994)。Putting the Service-Profit Chain to Work。Harvard Business Review，72(2)，164-174。 | | 19. | Collier, David A.(1991)。A Service Quality Process Map for Credit Card Processing。Decision Sciences，22(2)，406-420。 | | 20. | 黃台心(19970300)。臺灣地區本國銀行成本效率之實證研究--隨機邊界模型之應用。人文及社會科學集刊，9(1)，85-123。 延伸查詢 | | 21. | Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing，56(1)，6-21。 | | 22. | Rust, Roland T.、Zahorik, Anthony J.(1993)。Customer Satisfaction, Customer Retention, and Market Share。Journal of Retailing，69(2)，193-215。 | | 23. | 陳碧綉(19951100)。臺灣地區本國銀行成本邊界函數之分析。東吳經濟商學學報，16，109-154。 延伸查詢 | | 24. | Berger, Allen N.、Humphrey, David B.(1997)。Efficiency of Financial Institutions: International Survey and Directions for Future Research。European Journal of Operational Research，98(2)，175-212。 | | 25. | 李佳玲、葉穎蓉、何晉滄、黃井云(20040300)。服務品質與顧客滿意度之實證研究--以臺灣銀行業為例。品質學報，11(1)，1-13。 延伸查詢 | | 26. | Charnes, Abraham、Cooper, William W.、Rhodes, Edwardo(1978)。Measuring the efficiency of decision making units。European Journal of Operational Research，2(6)，429-444。 | | 27. | 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。 | | 28. | 鄭秀玲、劉錦添、陳欽奇(19970300)。臺灣中小企業銀行的效率分析(1986-1994年)。經濟論文，25(1)，69-95。 延伸查詢 | | 29. | Cronin, J. Joseph Jr.、Taylor, Steven A.(1992)。Measuring Service Quality: A Reexamination and Extension。Journal of Marketing，56(3)，55-68。 | | 30. | Anderson, Eugene W.、Fornell, Claes、Lehmann, Donald R.(1994)。Customer satisfaction, market share, and profitability: Findings from Sweden。Journal of Marketing，58(3)，53-66。 | 學位論文| 1. | 郭思萍(1999)。員工滿意度、顧客忠誠度與公司獲利性關係之實證研究--以台灣之商業銀行為例(碩士論文)。長庚大學。 延伸查詢 | | 2. | 蘇民(1998)。員工與顧客滿意度對國內航空服務業經營績效影響之研究(碩士論文)。國立交通大學。 延伸查詢 | | 3. | 李銘章(1995)。銀行業服務品質、顧客滿意與獲利能力因果性關係之研究(碩士論文)。國立雲林科技大學。 延伸查詢 | 圖書| 1. | Greene, William H.(2003)。Econometric analysis。Prentice Education。 | | 2. | Garvin, David A.(1988)。Managing quality: The strategic and competitive advantage。New York, NY：Simon and Schuster。 | 其他| 1. | 呂進瑞(1995)。台灣地區本國銀行技術效率與配置效率之研究。 延伸查詢 | | 2. | 李培齊、巫坤憲(1998)。電子銀行策略行銷規劃與銀行服務品質滿意度之研究。 延伸查詢 | | 3. | 俞海琴、李紹璧(1996)。資訊科技對我國銀行經營績效影響之實證研究。 延伸查詢 | | 4. | (1997)。銀行服務品質因素之研究。 延伸查詢 | | 5. | 葉金卯(1995)。我國銀行業經營效率之探討--利潤函數之研究與應用。 延伸查詢 | | 6. | 賴信榮(賴信榮)。銀行服務品質。 延伸查詢 | | 7. | Bohan, G. P., and Horney, N. F.(1991)。Pinpointing the real cost of quality in a service company: Instituting a cost of quality process challenges to implementing the cost of quality process the Stouffer Hotel experience success requires strong leadership。 | | 8. | Esho, N.(2001)。The determinants of cost efficiency in cooperative financial institutions: Australian evidence。 | | 9. | Grant, R. W., Shani, R. and Krishnan, R.(1994)。TQM’s challenge to management theory and practice。 | | 10. | Griliches, Z.(1971)。Price Indices and Quality Change。 | | 11. | Hassan, M. K.(1999)。Islamic banking in theory and practice: The experience of bangladesh。 | | 12. | Horngren, C. T., Foster, G. and Datar, S. M.(2000)。Cost Accounting: A Managerial Emphasis, 10th ed.。 | | 13. | Keen, P. W.(1998)。Competing in Time: Using Telecommunication for Competitive Advantage。 | | 14. | Keiningham, T., Zahorik, A. J. and Rust, R. T.(1994/1995)。Getting return on quality。 | | 15. | Nelson, E., Rust, R. T., Zahorik, A., Rose, R. L., Batalden, P. and Siemanski, B.(1992)。Do patient perceptions of quality relate to hospital financial performance?。 | | 16. | Rice, F.(1990)。How to deal with tougher customers。 | | 17. | Roth, A. V., and van der Velde, M.(1989)。Investing in retail delivery system technology。 | | 18. | Roth, A. V., and van der Velde, M.(1991)。Customer-perceived quality drives retail banking in 90s。 | | 19. | Sabi, M.(1996)。Comparative analysis of foreign and domestic bank operation in Hungary。 | | 20. | Samad, A.(1999)。Comparative efficiency of the Islamic Bank vis-à-vis Conventional Banks in Malaysia。 | | 21. | Schoeffler, S., Buzzell, R. D. and Heany, D. F.(1974)。Impact of strategic planning on profit performance。 | | 22. | Soteriou, A., and Zenios, S. A.(1999)。Using data envelopment analysis for costing bank products。 | | 23. | Soteriou, A. C., and Stavrinides, Y.(1997)。An internal customer service quality data envelopment analysis model for bank branches。 | | 24. | Stafford, M. R.(1996)。Demographic discriminators of service quality in the banking industry。 | | 25. | Tomas, Dan R. E.(1978)。Strategy is different in service business。 | |